SERVICE TRANSITION MANAGER (EMEIA)

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Job Description

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. To achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program. This role is part of the newly formed Enterprise IT Service Management Organisation, reporting into the Practice Manager, Operational Readiness.

Position Summary

The Service Transition Manager in Operational Readiness operates between Service Design and Service Operations to ensure effective, efficient and safe transition of new or modified services and processes into the operational environment.

Responsibilities

• Responsibilities of this role include (but are not limited to):

• Create awareness and ensure engagement between the IT Project Management Office and the Front Line Services Hub organisations, this includes IT Partners and other 3rd parties working as part of the Hub operation.

• Work within the processes and operating procedures defined.

• Ensure support and operational teams, including 3rd party suppliers and IT partners, can seamlessly support any new or changed services through effective training, documented knowledge transfer etc.

• Work with the Enterprise ITSM Asset & Configuration Management team to ensure that the CMDB is updated to accurately reflect additions or changes.

• Ensure the Service Catalogue is maintained through 'the project' to reflect any changes to existing services (descriptions, SLAs etc.) and to make sure that any new or retired services are also added/archived.

• Work with IT Project Management Office and Front Line Services Operational teams to ensure that identified 'project' risks and issues are clearly assessed, addressed and/or accepted before Change Enablement to protect the live environment and to prevent business impact.

• Work with Front Line Services operational teams and regional Business Partners to set correct expectations on the performance and use of new or changed services.

• Ensure Lessons Learned are captured for continuous improvement of the Service Transition process and standard operating procedures.

• Contribute to other continual service improvement activities by providing inputs based on experience and observations and through feedback.

• Support transitional activities as required as operations are internalized.

Qualifications

• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
• Solid knowledge and experience of ServiceNow.

• Enthusiasm and dedication to drive continual improvement and, or change.

• Excellent analytical and communication (both verbal and written) skills.

• Experience of working to (and exceeding) Service Level Agreements.

• Process and detail orientated with a methodical and planned approach to achieving goals.

• Ability to quickly gain the confidence of the business and trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.

• Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.

• Be comfortable with challenging (for the right reasons) and where necessary pushing back.

• Act as an advocate for the IT Organization both externally and internally.

About Us

We are WSP - Join us and make your career future ready!

In today's world it's important to work for a company that has clear purpose, giving back to communities and supporting what is truly important in the world.

When considering a career move its vital to work for a business that is aligned to your values and goals, a place where you can belong.

To find out more about our business click on the following link and discover what awaits you at WSP: Who We Are | WSP

WHAT'S IN IT FOR YOU

Work-life balance?

WSP recognises that work is only one part of your life and making time for other things is important - whether that's for your families, friends, or yourself.

Our hybrid working policy allows the flexibility to work from the comfort of your own home as well as collaborating in our contemporary offices across the UK.

Inclusivity & Diversity?

We want our people to achieve rewarding careers, bringing their whole selves to work. We celebrate integrity and treat people with respect, supporting each other and embracing diversity to create a culture of inclusion and belonging at WSP.

Our employee resource groups VIBE (LGBTQ+ employees), CREED (Championing Racial Equality and Ethnic Diversity) and our Gender Balance Group, in tandem with WSP's Neurodiverse Community Group, WSP Connect Group (visible and non-visible disabilities) help us promote the right environment for you to reach your full potential.

Health & Wellbeing?

We are committed to supporting our people, giving you the tools to make improvements to your health and wellbeing through our Thrive programme.

Med24 gives you and your family unrestricted telephone access to an NHS doctor where you can call day or night or have a face-to-face video consultation.

Flex your time?

For improved work life balance, WSP offers the "WSP Hour" which enables you to take one hour per day to do as you wish and make up the time earlier or later that day. We also offer part time and flexible working arrangements plus the option to flex your bank holiday entitlement to suit you.

Your development?

We appreciate that development and training is important to you and that's why we have a supportive environment that invests in your development, whether that's chartership, training or mentoring.

APPLY NOW AND BE THE FUTURE OF WSP!

#WeAreWSP

Here at WSP we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity/paternity. As a Disability Confident leader, we will interview all disabled applicants who meet the essential criteria, please let us know if you require any workplace adjustments in support of your application.

Please note WSP reserves the right to close the vacancy before the advertised closing date.