Lead Service Transition Manager

About the job

Job summary

As a Lead Service Transition Manager, you will be part of a team who is accountable for ensuring that any designs for new or changed IT services are supported by the required resources necessary to operate and manage the service; deliver required levels of availability, reliability and performance; adhere to relevant industry, government and Home Office standards; are robust and affordable and are comprehensive and forward looking

Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with senior management and other teams with a view of the bridge between projects/programmes and the operation/support of the ongoing services.

You will contribute to the definition of standards for service transition and continual improvement.

Through excellent stakeholder management skills, you will be expected to leverage people, processes, suppliers and tooling in both day-to-day and longer-term goals whilst understanding the user experience and end-to-end impact of technology within the business. You will be managing teams and coaching junior members of the team to enable upskill them in service transition.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Applicants can raise any queries to the email address at the bottom of the advert.   

Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital. 

Job description

As a Lead Transition Service Manager, your main day to day responsibilities will be to:

• Enable the process to transition projects to live service in a safe and structured manner, engaging with project teams and Enterprise Services teams to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
• Ensure and assure that the required people, processes, suppliers and tools are in place to accept new services.
• Drive work forward to meet delivery deadlines, without compromising quality of delivered service.
• Make recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.
• Work collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.
• Drive the transition process, including prioritisation, risk management and dependency activities to ensure effective transition.
• Onboard the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming.

Working Pattern 

Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available. 

Person specification

Essential Skills

• Designing new services, managing material change  to existing services and creating associated documentation.
• Producing high quality deliverables in a variety of contexts / environments.
• Applying a structured and methodical approach to problem solving.
• Applying a broad range of technical knowledge and skills to inform and deliver Service Design and Transition activities. 
• Effectively communicating and setting expectations, with stakeholders, both internal and external to your direct team and the Home Office.
• Designing, owning and maintaining the process and procedures and proactive development of service transition and acceptance documentation.
• Working in enterprise scale IT transition teams and adhering to industry best practice. 

SFIA capability framework 

Skills for the Information Age (SFIA) version 8 is the technical framework that sets the standard capability and development of all levels in the Home Office. This is a link to the capability framework:  All skills A - Z English (sfia-online.org). 

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process. 

The essential skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework).  Use the SFIA Levels of responsibility to understand what would be expected for each technical skills listed below. 

Strategy and Architecture:

• Advice and Guidance
  • Methods and Tools (METL) - level 3

Change and Transformation:

• Change Implementation
  • Project Management (PRMG) - level 3
• Change Analysis
  • Business Situation Analysis (BUSA) - level 4

Delivery and Operation:

• Service Management
  • Service Acceptance (SEAC) - level 4
• Technology Management
  • Technology Service Management (ITMG) - level 4

 Relationships and Engagement:

• Stakeholder Management
  • Stakeholder Relationship Management (RLMT) - level 4

Qualifications

ITIL v3 or v4 Foundation qualifications are essential for this role.

Technical skills

We'll assess you against these technical skills during the selection process:

• Methods and Tools (METL) - level 3
• Project Management (PRMG) - level 3
• Business Situation Analysis (BUSA) - level 4
• Service Acceptance (SEAC) - level 4
• Technology Service Management (ITMG) - level 4
• Stakeholder Relationship Management (RLMT) - level 4

Benefits

Alongside your salary of £62,732, Home Office contributes £18,173 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Why work for us

Find out more information at: Benefits - Home Office Careers, but some of the primary ones are: 

• A Civil Service Pension with employer contribution rates of at least 28.97%. 
• In-year reward scheme for one-off or sustained exceptional personal or team achievements. 
• 25 days annual leave on appointment, rising with service. 
• 8 days of public holidays, plus 1 additional privilege day. 
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office. 

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