Lead Service Transition Manager

Summary

A lead service transition manager is responsible for the planning and co-ordination of resources to ensure that services are effectively transitioned into service operation.

At this level, you will be solely responsible for the co-ordination activities across projects, suppliers and service teams.

Background

Background Components

Description Background
Has wide and detailed IT knowledge. Demonstrates up-to-date knowledge of the organisation’s policy framework, organisational relationships, business processes, procedures for service delivery, reporting procedures and existing and planned information systems and services. Displays a comprehensive understanding of the commercial and other needs and objectives of the users of the services provided. Displays good interpersonal skills at all levels of contact and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for, sound decisions on service acceptance and related service management process issues. Prior Knowledge and Skills

Work Activity Components

Title Details
Readiness gaps Assesses the readiness of business units to complete the necessary transformation and ensure site implementation plans which align with the overall plan are delivered. Tracks and reports
Transition support Engages with senior business and IT stakeholders to ensure transition support is planned and adequately resourced.
Implementation and progress reporting Initiates the business implementation plan, including all the activities that the business needs to undertake, to prepare for new technical components and technologies.
Implementation and controls Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.
Service acceptance criteria Actively engages with a variety of stakeholders and delivery lifecycle activities to promote awareness and compliance with service transition quality plans and processes. Agrees the service acceptance criteria with delivery teams.
Service acceptance Promotes and monitors project quality outputs to ensure they are fit for purpose and fit for use within operational service. Provides formal service acceptance once the service acceptance criteria are met.
Approach and policy Develops the organisation’s approach for service acceptance, owns the transition process and defines the acceptance criteria for service transitions.
Compliance awareness Actively engages with a variety of stakeholders and delivery lifecycle activities to promote awareness and compliance with service transition quality plans and processes
Documentation Ensures that correct service transition documentation is appropriately catalogued and archived for future reference.
Service transition planning Initiates, plans and leads strategic, large and complex service transition initiatives.
Service transition coaching and support Coaches leaders/sponsors on good practice in service transition.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Conceptual Thinking Acquiring understanding and insights regarding the underlying issues in complex problems or situations through the development of abstract representations, the identification of patterns and the analysis of hypotheses. Behavioural Skills
Flexibility Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. Behavioural Skills
Planning and Organisation Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems and escalating if necessary. Behavioural Skills
Decision Making Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources. Behavioural Skills
Organisational Awareness Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers. Behavioural Skills
Interacting with People Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences. Behavioural Skills
Influence, Persuasion and Personal Impact Conveying a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority. Behavioural Skills
Leadership Clearly articulating goals and objectives and motivating and leading others towards their achievement. Behavioural Skills
Follow-up and Monitoring Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary. Behavioural Skills
National/International Standards Proficient in Current and emerging standards associated with IT practice nationally and internationally, published by authorities such as IEEE, IEC, BSI, ISO. Technical Knowledge and Skills
Structured Reviews Expert in Methods and techniques for structured reviews, including reviews of technical work products, test plans, business cases, architectures and any other key deliverables. Technical Knowledge and Skills
Own Organisation’s IT Products and Services Proficient in The IT products and/or services supplied to internal and external customers by own organisation. Technical Knowledge and Skills
Third Party IT Products and Services Familiar with The IT products and/or services supplied to own organisation by external suppliers. Technical Knowledge and Skills
Business Environment Expert in The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective). Technical Knowledge and Skills
IT Environment Proficient in The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations. Technical Knowledge and Skills
Software Quality Assurance Techniques Proficient in Methods, processes and techniques concerned with quality assurance planning, software quality evaluation, creation of quality processes, configuration management, and quality reviews and audits. Technical Knowledge and Skills
Budgets Familiar with Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money. Other Knowledge and Skills
Project Management Familiar with Principles, methods, techniques and tools for the effective management of projects from initiation through to implementation. Other Knowledge and Skills
Risk Management Proficient in Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Techniques for Effective Meetings Proficient in Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. Other Knowledge and Skills
Coaching Techniques Proficient in Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. Other Knowledge and Skills
Project Planning and Control Techniques Expert in Methods and techniques associated with planning and monitoring progress of projects. Other Knowledge and Skills
Programme Management Familiar with Principles, methods, techniques and tools for the effective management of a programme of projects and related activities through to the successful achievement of planned business benefits. Other Knowledge and Skills
Service Level Agreements Expert in The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Other Knowledge and Skills
Information Assurance Proficient in Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. Other Knowledge and Skills

Training Activities

Training Components

Title Details
Service Delivery The service delivery processes: the systems, products, services, hardware and software environment.
Strategic Planning for Information and Communications Systems The process of defining the ICT strategic plan of an organisation in a methodical way based on business aims and objectives thereby enabling the specification of options and associated action plans for the use of IT-enabled business processes.
Advanced Techniques for Business Process Improvement More complex tools and techniques associated with the analysis, modelling and streamlining of business processes.
Data Protection and GDPR Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Organisation Design The process and the outcome of shaping an organisational structure, with the purpose of aligning it with the purpose of the business and the context in which the organisation exists.
Mentoring Methods and techniques for providing mentoring support to less experienced individuals.
Benefits Management The process and technique applied to identify, quantify, monitor and review benefits in order that they are realised from a business or IT change initiative.
Latest Cyber Security Threats for Senior Execs Short, high-level, up-to-date and to-the-point briefing on the latest threats and vulnerabilities in cyber security.
Health and Safety Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details
Job Shadowing and Special Assignments Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Project Assignments Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.
Mentoring Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.
Gaining Knowledge of Broader IT Issues Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.
Gaining Strategic Knowledge of Employing Organisation Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.
Gaining Knowledge of Standards and Legislation Gaining and maintaining knowledge of relevant national and international standards and legislation.
Participation in Professional Body Affairs Taking an active part in professional body affairs at branch, specialist group, committee or board level.
Management Development Undertaking learning and best practice of the skills appropriate to managing all or part of an organisation, including business and financial management, benefits management, people management, management of change and strategic planning. This will require both on and off the job learning and may include participation in an appropriate development programme such as MBA or DMS (Diploma in Management Studies).

Qualifications

Qualification Components

Title Awarding Body
ITIL 4 Leader Digital and IT Strategy (ITIL 4 Strategic Leader Module) AXELOS
ITIL 3 Capability Module Release, Control and Validation (Intermediate) AXELOS
ITIL 3 Lifecycle Module Service Transition (Intermediate) AXELOS
Chartered IT Professional (CITP) BCS – The Chartered Institute for IT
ITIL 3 Expert AXELOS
PRINCE2 Foundation AXELOS
FEDIP Advanced Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with

2 – Working

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

DDaT » IT Operations Job Family IT Ops – Availability and capacity management

You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or infrastructure as a service).

3 – Practitioner

You can ensure the correct implementation of standards and procedures. You can identify capacity issues and stipulate and instigate the required changes. You can initiate remedial action.

DDaT » IT Operations Job Family IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

3 – Practitioner

You can deal with high impact, complex change requests. You can ensure that release policies, procedures and processes are applied.

DDaT » IT Operations Job Family IT Ops – Community collaboration

You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.

3 – Practitioner

You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where

2 – Working

You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family IT Ops – Continuity management

You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.

1 – Awareness

You can show an awareness of the IT standard continuity management processes and procedures.

DDaT » IT Operations Job Family IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

2 – Working

You can diagnose and prioritise incidents, investigate their causes and find resolutions.

DDaT » IT Operations Job Family IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

3 – Practitioner

You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

DDaT » IT Operations Job Family IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine preventative measures.

DDaT » IT Operations Job Family IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

4 – Expert

You can maintain focus on the entire life cycle of the service and ensure it’s at the forefront of readiness activities. You can understand and communicate service benefits to end users. You can ensure that service focus is championed within your team and actively recommend its

DDaT » IT Operations Job Family IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

2 – Working

You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).

DDaT » IT Operations Job Family IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations Job Family IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

3 – Practitioner

You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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