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.

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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