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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
