IT Service Transition Lead

ottawajobpostings

Sep 14

The Role The IT Service Transition Lead provides overall planning for service transitions and coordinates the required resources.

In this role, you will be expected to control the product life cycle and service onboarding, enabling beneficial changes to be made with minimum disruption to IT services.

Responsibilities Visibility, Reporting & Governance Asset and configuration management.

You know how to conduct life-cycle management for assets including hardware, software, intellectual property, licenses and warranties.

You know how to manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio.

You can help to improve investment decisions and capitalize on opportunities.

You know how to comply with international standards for asset management.

You document information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc.

You can apply status accounting and auditing in line with relevant criteria.

Availability and capacity management.

You can define, analyze, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power.

You know how to control and manage service availability to meet the needs of the business in a cost-effective manner, including managing the capability, functionality and sustainability of service components (including hardware, software, network resources and software/infrastructure as a service).

Continual service improvement.

You can identify and explore opportunities for service and business improvement.

You know how to drive analysis and identify, prioritize and implement improvements and efficiencies, ensuring that the organization derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Service focus.

You can maintain focus on the whole life of service delivery: from designing to developing to delivering and operating.

You know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

Service Management Framework knowledge.

You have an in-depth understanding of Service Management Framework principles and processes and the ability to apply your technical knowledge in project or programme activities.

Technical understanding.

This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need.

You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

User focus.

You understand users and can identify who they are and what their needs are, based on evidence.

You can translate user stories and propose design approaches or services to meet these needs.

You can engage in meaningful interactions and relationships with users.

You put users first and can manage competing priorities.

Project Processes Capture, baseline or create and maintain the IT processes for project management, service transition, configuration management Align the governance activities for project management, service transition and configuration management with the stage gate governance of Right First Time for IT Facilitate the smooth transition of projects from bid to development and from project into production Identify opportunities for service improvement to processes and working practices and where appropriate manage them through to implementation.

Measures Plan and manage service changes efficiently and effectively Manage risks relating to new, changed or retired services Successfully deploy service releases into supported environments Set correct expectations on the performance and use of new or changed services Ensure that service changes create the expected business value Provide good-quality knowledge and information about services and service assets.

Planning and managing the capacity and resources required to manage service transitions Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed Establishing and maintaining the integrity of service assets Providing efficient repeatable mechanisms for building, testing and deploying services and releases Ensuring that services can be managed, operated and supported in accordance with constraints specified during the service design stage of the service lifecycle Managing the complexity associated with changes to services and service management processes Allowing for innovation while minimizing the unintended consequences of change Introducing new services Changes to existing services, e.g.

expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability Decommissioning and discontinuation of services, applications or other service components Providing reporting and trends on a regular basis The key performance indicators that will be used to measure the effectiveness of delivery against each key accountability.

Define the KPIs and report against same Decrease in number of Releases / Services deployed with issues Process documentation reviews – quarterly minimum Background, Experience and Qualifications Experience of transition of services in a medium sized organization Extensive experience running projects and programmes in diverse business environment Proven experience implementing effective project management control processes Understanding and application of Project Methodologies such as Prince2 Good knowledge of tools such as SharePoint or similar Excellent stakeholder management Excellent leadership and interpersonal skills Some experience of working in technically complex and politically challenging environments Personal credibility and the ability to inspire confidence Flexibility, analytical skills and enthusiasm Comprehensive knowledge of ITIL processes, procedures and tools 3-5 years practical experience in designing, implementing and executing ITIL-based processes.

Proficiency in working in a fast-paced and complex business environment Strong sense of integrity and values required to maintain standards and policy adherence Understanding of the interdependencies within the technical architecture and business applications Ability to understand and align with strategic business objectives and projects Able to articulate to all stakeholders the potential business impact of process circumvention Experience in documenting and revising processes and procedures Team player who 'believes in the team' and encourages similar behavior in others Champions and leads the process awareness and improvements Attention to detail Demonstrable experience of delivering service improvements within an organization.

Our Ideal Candidate possesses the following Cultural Competencies: We are Relationship Focused In every interaction with the hospitals, we build and maintain personal connections and trust.

All relationships matter regardless of different levels, functions, cultures or geography.

We Collaborate Different perspectives are encouraged as we look for the best way to do things.

We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location.

We are externally focused on our hospitals rather than only internally focused on our processes.

We Speak the Truth We are honest and transparent.

We can question or challenge without fear of negative repercussions.

We support one another and take responsibility for ourselves.

We are Humble We're all in this together.

There is no room for ego or hierarchy mentality here.

We are unpretentious and approachable.

We support and appreciate one another.

We regularly seek feedback without defensiveness.

We reflect on our activities and the impact we have on others.

We Take Care of the Rest We view everything we do through the lens of the hospitals.

We seek to understand first.