Skills and Qualifications

  • Bachelor’s Degree
  • ITIL V3 Certified
  • 5+ years of IT Service Management experience
  • Widespread experience in a fast-paced operations environment working within an ITIL framework with a good understanding of Service Transition principles.
  • Experience in proven continuous improvement including process improvement, project management and business analysis and experience of working within a framework of continuous improvement in a reputed organization
  • Experience of delivering/transitioning services into production
  • Experience implementing Service Transition process and procedures
  • Relevant Experience or Degree in Computer Science, Management Information Systems, Business or related field; or equivalent training or experience in lieu of a degree
  • Strong analytical capabilities, highly organized and excellent relationship management skills
  • Excellent analysis and time management skills
  • Good communication skills.
  • Able to liaise with senior stakeholders

Roles and Responsibilities

  • Manage day-to-day tasks related to the service catalog.
  • Manage day-to-day tasks related to the Transition Planning and Support (TPS)
  • Provide assistance in adding around 50 new services in Service catalog (BT-ES integration project)
  • Provide assistance from initiation to the closure of around 50 TPS records/services which are in-scope of BT-ES integration project, this includes
  • Coordination with multiple teams within BT to ensure that all Transition for BT-ES alignment project is completed on time.
  • Liaison with BT teams to ensure all documentation is provided in standard format for all services
  • Assist in the creation of Knowledge articles in DA format for all services which are in-scope of BT-ES integration project
  • Liaise with BT teams to ensure day-to-day TPS tasks are actioned and closed in time.
  • Provide assistance to project managers in closing the TPS records in timely manner.
  • Maintain the service catalogue for all available services to drive standardization of all production services.
  • Effectively manage the end to end Service Transition lifecycle and identify process improvements where possible.
  • Management of Service Operational Acceptance Criteria (SOAC) ensuring operational requirements are captured, completed and evidenced prior to go live.
  • Day to day management of Service Transition requests
  • Conducting & verifying post-implementation reviews, investigating issues arising out of change implementation

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