Service Transition Manager

Summary

A service transition manager accepts products, determines whether they are fit for purpose and assesses readiness against agreed service acceptance criteria.

At this role level, you will:

make recommendations on go-live, early-life support and service acceptance
ensure that the acceptance criteria are understood by the wider IT operations

Background

Background Components

Description	Background
Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service. Has substantial experience of dealing with users, specialists and service providers. Is skilled in conducting meetings and team management. Has a good understanding of project management as well as service	Prior Knowledge and Skills

Work Activity Components

Title	Details
Business impact assessment	Carries out business impact assessment to determine how changes from the current to the future processes and structures will affect business units and roles.
Readiness gaps	Assesses the readiness levels of business users with regard to upcoming changes; identifies readiness gaps and creates and implements action plans to close the gaps prior to going live.
Transition support	Assists the user community in provision of transition support and change planning and liaises with the project team. Defines the support requirements and IT resourcing required.
Implementation and progress reporting	Reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures.
Benefit achievement	Contributes to the delivery and the measurement of activities that ensure that the benefits described in the business case are achieved.
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	Evaluates the quality of project outputs against the agreed service acceptance criteria, to ensure that the service is ready to be deployed and that all stakeholders are ready for service deployment and operation, prior to formal acceptance.
Acceptance criteria	Engages with delivery teams, including technical design, external providers, software development and project managers, to ensure their mutual understanding of service acceptance criteria, provide any necessary clarification, and ensure the correct products are produced in a timely fashion.
Documentation	Ensures that correct service transition documentation is maintained and that all activities are fully resourced.
Service transition planning	Develops and communicates tailored service transition plans for senior stakeholder groups. Provides guidance and makes suggestions to support change sponsors. Gathers feedback to allow timely improvements to the service transition plan and approach.
Service transition coaching and support	Coaches service transition resources to develop the capability to successfully deliver business and technology change into the live environment.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Analytical Thinking		Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.	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
Cross-Functional and Inter-Disciplinary Awareness		Understanding the needs, objectives and constraints of those in other disciplines and functions.	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
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	Familiar with	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	Proficient 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	Familiar with	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	Proficient 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	Familiar with	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	Aware of	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	Familiar with	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Techniques for Effective Meetings	Familiar with	Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.	Other Knowledge and Skills
Coaching Techniques	Familiar with	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	Proficient 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	Proficient 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	Familiar with	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.
Coaching	Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).
Data Protection and GDPR	Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Service Management	Principles, methods and techniques for managing IT services, including the preparation, understanding and use of Service Level Agreements, Operational Level Agreements and underpinning contracts.
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.
Security Awareness	Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
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
Deputising	Standing in for supervisor or manager on a temporary basis during periods of absence.
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.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
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.
Participation in Professional Body Affairs	Taking an active part in professional body affairs at branch, specialist group, committee or board level.
Negotiating and Influencing	Undertaking learning and practice of negotiating with and influencing others.
Team Leadership	Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title	Awarding Body
ITIL 4 Specialist Drive Stakeholder Value (Managing Professional	AXELOS
ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / 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
PRINCE2 Foundation	AXELOS
FEDIP Senior 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).	2 – Working You can manage service components to ensure they meet business needs and performance targets.
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.	2 – Working You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.
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.	2 – Working You can contribute to the work of others. You can motivate and empower teams. You can create the right environment for teams to work in and can identify the best team makeup depending on the situation. You can recognise and deal with issues.
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.	2 – Working You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
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.	3 – Practitioner You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
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.	2 – Working You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level