Project Service Transition Analyst II

Project Service Transition Analyst II
US - MA - Waltham

  • Project Service Transition Analyst II in Waltham, MA
  • 12 month contract
  • Ensure new and changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer etc. commensurate with business requirements and priorities. 
  • Complete the Service Transition templates on behalf of projects for review and approval from Service owners/CSM following the Service Transition process/policy 
  • Seamless transition in to the live environment, working with both projects and service owners to ensure the ELS warranty period meets the criteria to exit 
  • Act as a single point of contact that ensures effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework. 
  • Programme/Project representation at the Service Transition Board (STB) providing inputs into the STB process. 
  • Engage all relevant I&O Stakeholders for each project and onboarding SMC ITIL processes 
  • Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production. 
  • Ensure that appropriate resourcing, training, tooling, support and documentation is delivered to I&O and eco Partners with a formal project and service sign-off from all key stakeholders. 
  • Ensure that any BAU documentation has been updated to reflect any new/changed services 
  • Represent I&O at project meetings to define and implement service acceptance criteria for both new and changing services. 
  • Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews. 
  • Define and deliver the end to end support model with all key stakeholders across multiple delivery organization 
  • Active involvement in Early Life Support activities and governance. 
  • Continued service transition improvement, working in conjunction with I&O, Solution Delivery, and eco Partners. 
  • Continuous service improvements initiatives to be applied across the lifecycle 
  • Work closely with the test function within the project to ensure testing effectively demonstrates the operability of the service 
  • Working with Solution architect at the design stage and challenging the non-functional requirements and ensuring the project is fit for both utility and warranty purposes. 
  • Process and Procedure experience (development and implementation) 
  • Demonstrates how the service transition maximises business value and minimises RTB. 
  • Key Stakeholder Satisfaction (Service Transition, I&O and Programme Delivery)
  • Strong Service Transition Management experience within various industries 
  • Experience of delivering/transitioning services into production and the after-care support. 
  • Strong Service Level and Service Design experience 
  • Experience of IT Service management in an ITIL framework 
  • Experience of managing multiple internal and external stakeholders. 
  • Excellent written and verbal communication skills. 
  • Stakeholder management and influencing skills covering colleagues, partners / vendors and project sponsors. 
  • Relevant experience of end to end Project lifecycle 
  • Utilities experience highly beneficial. 
  • Qualifications could come from a variety of sources, e.g. a degree in computing, science or mathematics, ISEB, British Computing Society or certification from commercial organisations such as Microsoft, Oracle etc relevant to solution architecture 
  • Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work 
  • Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate 
  • Holding a Prince 2 or PMI certification will also be beneficial.Excellent team player, ideally with experience of working in global teams with matrix reporting and deliverables. 
  • Strong influencing skills 
  • Excellent communication, both verbal and written English, allied to strong presentation and workshop facilitation skills including communicating technical solutions 

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