Job summary
As a member of the Service Change Team you will play a leading role in the management of the introduction/change to Services within NS&I. Ensuring that new/changes to Business & IT Services are implemented into live with minimal impact to customers/users.
You will have responsibility for implementing/embedding & managing the Transition Planning & Service Introduction (TPSI) process. Working with multiple stakeholders across Enterprise Service Management senior management, wider NS&I Business units and its Suppliers gathering evidence through the gated process to support smooth transition of services to live operation.
The role will work initially with the Transformation Programme to ensure that the transition releases (delivering a new multi-supplier model) are deployed into live with control and rigour using a defined gated process.
You will have strong analytical, communication and stakeholder management skills as well as an ability to prioritise and implement decisions quickly.
Once in Future Operating Model (FOM) this role will continue to control the introduction of new services or significant changes to existing services using the defined Transition Planning and Service Introduction process, to ensure minimal impact to customers/users and support smooth transition to live operation.
This role will play a key role liaising with ESM senior management and other stakeholders providing a holistic view across projects/programmes and operation/support.
You will be expected to contribute to the development of best practice and driving Continual Improvement.
Job description
- Managing the process to transition projects to live service in a safe and structured manner, engaging with project teams, enterprise service team and strategic partners to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
- Coordinating and controlling activities across the supplier eco system to prepare and implement new/changes into the live environment.
- Working with Project Teams to drive work forward to meet delivery deadlines without compromising quality of delivered service. Escalating blockers for remediation.
- Ensuring and assuring that the required people, processes and technology are in place to accept new/changed services.
- Chairing progress meeting with 20+ attendees to track progress against criteria.
- Facilitating sign off/holding gate approvals with senior stakeholders.
- Ensuring that our suppliers adhere to the agreed process and commitments in relation to Transition Planning and Service Introduction process. To also make certain that our suppliers understand what is expected of them as part of the overall process to live as well as contributing continual improvement and setting of those standards ongoing.
- Providing SME guidance and knowledge to the wider stakeholder community.
- Making recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early life support.
- Through robust relationship management work collaboratively by establishing and maintaining strong relationships with project teams, Service Management, strategic partners, wider NS&I stakeholders to solve problems and overcome obstacles.
- Driving the transition process, including prioritisation, risk management and dependency management to ensure effective, smooth transition to meet delivery deadlines. Ensure continuous improvement is embedded.
- Ensuring any transition/introduction process proportionate to the scale of the service and align it with project milestones
- Establishing/promoting the new process across all internal and external stakeholders; including the onboarding of NS&I ServiceNow ITSM tooling. Upskilling NS&I colleagues in Transition Planning and Service Introduction.
- Communicating effectively with a range of stakeholders to convey the acceptance criteria and the issues to be addressed. Status reporting in this area.
