Service Design / Service Transition Manager

Job Description

Description:

We are seeking a Service Delivery Manager to oversee the Service Design and Service Transition functions for the program, as part of our Service Integration and Management (SIAM) engagement. The Service Delivery Manager will be responsible for ensuring the effective design, transition, and operational readiness of new and changed services, in alignment with ITIL 4 and ISO/IEC 20000 best practices. This role will report to client's SIAM leadership and will have direct reports including the Service Transition Coordinator, SIAM Integrator, and Service Design Coordinator, on and offshore.
Key Responsibilities: Oversee the end-to-end Service Design and Service Transition processes for the program, ensuring alignment with business objectives, contractual requirements, and SIAM standards. Lead and manage a team consisting of the Service Transition Coordinator, SIAM Integrator, and Service Design Coordinator, providing direction, coaching, and performance management. Ensure all service design activities including alignment, discovery, prototyping, and implementation are executed according to defined process flows, standards, and policies. Oversee the development and maintenance of Service Design Packages (SDPs) and ensure all design artifacts are complete, validated, and ready for transition. Ensure the Service Transition process is executed effectively, including operational impact assessments, production readiness, knowledge transfer, and formal handover to operational support teams. Coordinate with stakeholders, suppliers, and internal teams to ensure all service requirements, operational impacts, and dependencies are identified and managed. Monitor process performance using key metrics and critical success factors, and drive continuous improvement initiatives for both Service Design and Service Transition. Ensure compliance with governance models, RACI matrices, and quality control criteria as defined in the SIAM Solution Design Process Package. Facilitate regular status reporting, risk assessments, and escalation of issues to the Service Design & Transition Committee as required. Support the preparation and review of project deliverables, including RFPs, contracts, business cases, and transition documentation. Once stabilized the role is expected to expand to oversight for other delivery towers including release management and supplier performance management.Direct Reports: Service Transition Coordinator: Responsible for managing the Service Transition process, ensuring operational readiness, and coordinating knowledge transfer and handover activities. SIAM Integrator: Responsible for integrating service management processes across multiple suppliers and ensuring alignment with SIAM principles. Service Design Coordinator: Responsible for coordinating the Service Design process, facilitating discovery, validation, and documentation of service requirements and design artifacts.