Service Design Manager

Service Design Manager required by Whitehall Resources for a 4 month initial contract based in Cambridgeshire.

Function / Team / Location
– The role holder will act as the Service Design& Transition Manager for a range of new campus technology capabilities and other new FM IT Systems
– There are no direct reports to this role but the role may manage others through a matrix management structure.
– The key stakeholders for this role are Footprint Program Director, Global Service Design Lead, Workstream Leads, I&O Campus Leads, BAU Leads, Local Site IT, FM Managers

Candidate Focus & Challenge
Work with the other members of the team in defining and establishing the required support models, processes and metrics for a range of new technology capabilities.

Service Design and Transition:
Establish the following, but not limited to, for any new capabilities delivered by the UK IT Footprint programme:
– Service Definition
– Support Models which align with the business strategy, incl SLAs
– Governance Models which align with the project & BAU organisations
– BAU cost model & budgets for the new service
– Service teams set up including ServiceNow, Service Desk & support teams
– KT between the relevant project & service teams
– Work with Procurement to ensures all agreements between the relevant service partners are appropriate and fit for purpose to ensure efficient business delivery

Service Assurance:
– Responsible for ensuring project adherence to Service Assurance process within ADF
– Responsible for creating and managing the Service Design Assessments, Support Plans and Service Acceptance Criteria
– Ensure seamless transition from project to service organisations
– Actively managed the Service stakeholder groups

– Ensure new Services (support models) continue to evolve inline with any changes of the BAU organisations and expansion of the scope of the new technology capabilities
– Ensure sites adopt new capabilities and align ways of working to fit with the global support, monitoring and reporting processes.
– Work with local FM and IT Campus Leads to identify further exploitation opportunities
– Ability to flex approach as required to meet business and service needs
– Challenge the status quo as new technology or approach demands

Candidate Knowledge, Skills & Experience
– ITIL Version 3 Certified
– Experience in delivering service design and transition
– Strong verbal and written communication skills
– Strong influencing, networking and team working skills
– Able to manage negotiations, expectations and solutions across complex groups
– A proven track record of delivering results
– Ability to work well in and across diverse global teams

Job Dimensions
– The position will report to the Global Service Design Lead
– Work across all Campus’s
– The role has no operating budget responsibility

– Comprehensive understanding of IT Operating model – ability to interact and influence its enhancement and improvement where required
– The ability to travel both domestically and internationally