Digital Transition Manager

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Job description

The Digital Integration Manager will work closely with Product Owners, Project Managers, Digital Labs and Adoption teams to design, implement and transition Digital Workplace products and services from delivery into BAU/Service Delivery. Reporting to the Head of Digital Workplace. The Digital Integration Manager will be the main conduit between the Digital Workplace and Service Delivery team ensuring transition of products and services is swift and meets Service Delivery standards, minimising the possibility of disruption or degradation of service during migration.

A key element of the role is the 360-degree scope. Not only driving and championing Digital Workplace Products and requirements into Service Operations, but also being the advocate for Service Operations into Digital Workplace, ensuring Service Ops roles, requirements and processes are understood and adopted within the DWP community.

Role Responsibilities

• Responsible for the overall relationship between the Digital Workplace and Service Operations
• Working with the Product Owners and Project Managers, you will be integrated in the design process ensuring that Digital Workplace technology is designed, engineered and deployed with support principles and customers in mind
• Ensuring that the customer and client is represented at the heart of all Digital Technology
• Build and maintain close relationships with the Business Partnering to ensure problems and feedback are championed back to the Product Owners (alongside Adoption Lead), understanding ongoing support requirements and ensure these are considered/represented by the technical teams
• Provide support options and transition plans for all Digital Workplace deliveries
• Support larger project deliveries with Service Design capability to clearly articulate the required support needed from Service Operations
• Identify and progress opportunities to improve the service transition strategy and process, ensuring all Service Operations teams (both internal and 3rd party on-shore and off-shore) are correctly engaged at the appropriate point in the timeline.
• Responsible for assisting Digital Delivery Leads and product owners in the coordination of changes from Digital Workplace Labs to Production/BAU/Service Delivery
• Facilitate the transition process to Service Delivery in partnership with Service Transition team
• Create and coordinate the service acceptance criteria with Project Managers, Service Operations and Service Transition team)
• Works with Service Delivery to monitor and identify in life issues with Digital Workplace deliveries, providing reports with recommendations to Head of Digital Labs and product owners for improvements and changes
• Provide support options with full transparency on costs and services to the business
• Chair a two-way forum with Service Operation leads to build and maintain a professional and efficient relationship between the Digital Workplace and Service Operations
• As a member of the Digital Workplace community the role-holder will be expected to take on Product Ownership responsibilities as appropriate

Knowledge, Skills & Qualifications

• Experience in working in an enterprise-wide support organisation
• Strong interpersonal skills, ability to negotiate and influence a wide range of stakeholders
• Strong relationship building and networking skills
• Background in Service Management
• Experience in transitioning projects and services from design through build to deployment and into support
• Has both knowledge and experience in project or programme activities
• Needs a mindset that challenges assumptions, seeks out the detail and can put themselves in the 'shoes' of Service Operations to drive the support requirements through to satisfactory conclusion
• ITIL qualified in Service Transition

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