Managed Service Design and Transition Manager

Description:

About The Role

Position Summary

The Service Design and Transition Manager is responsible for the design and transition of new or changed managed services via the defined CX and Managed Service - Service Design and Transition framework. They will manage all aspects of managed service design and facilitate the implementation of that within Customer Operations and for our customers.

Objectives and Key Results

This key role is critical for the growth of our Managed Services Portfolio with a focus on designing, delivering, and transitioning repeatable and scalable management of technology-based services. The role of the Managed Service and Transition function is to ensure that both services and operations architecture is designed to deliver the contractual elements of Claranet’s managed services efficiently and effectively and that they are transitioned into operational service effectively.

Key deliverables produced by the Managed Service Design and Transition Manager are translating high-level requirements in collaboration with the technology practice leads, adhering to the transition framework for repeatability, aligning customer facing processes related to managed service support are delivered, and delivering the end-to-end design and transition deliverables through the defined process and framework.

Essential duties and responsibilities

* Manage service design and transition activity regarding the delivery of a technology product portfolio, vendor onboarding and customer product transition through the Customer Experience and Managed Service - Service Design and Transition (CX & MS SD&T) framework and lifecycle

* Keep up to date with regards to the Claranet UK’s portfolio product sets and work with the portfolio team to define service designs and transition any trial customers into business-as-usual support and ensure CX & Managed Service are aware of any new or changed products

* Work with Claranet UK Sales pipelines to ensure CX & Managed Service engagement takes place at the start of any solution design activity.

* Be a Service Design and Transition advocate across Claranet UK and its customer base.

* Manage multiple workshop activities to triage proposed propositions, sizing and impact assessments, acceptance criteria definition RAID log management and progression, Early Life Support (ELS) definition, approach and periodic reviews, lessons learnt and Continual Improvement working with the defined stakeholder group across Sales, Solution Architecture and Project Management.

* Work with Solution Architecture to ensure managed service designs are included in Statements of Works and CX & Managed Services costs and impacts are accounted for through sizing activities and fed into cost models.

* Engage with the Claranet UK customer (when required) to confirm customer "Non-Functional" requirements in-line with business agreed parameters of service.

* Work with project management to align the CX & Managed Service - Service Design and Transition framework to the Project Delivery Framework to enable a collaborative approach to managed service implementation.

* Define, develop, and document Service Design Packs and overview to defined stakeholders as part of review and approve cycles.

About You

Behavioural competencies - organisational and behavioural fit

* Passionate about IT Services industry, Managed Services, and has strong technical, commercial and market knowledge.

* Flexible approach to customer environments.

* Learn and adapt quickly to changing situations.

* Self-motivated and able to work under pressure.

* Able to remove barriers in a collaborative way.

Critical competencies - technical fit

* Experience in the implementation of high-level structures to enable and guide the design and development of integrated services that meet business needs.

* Have a service orientated mindset that focuses on how people, process and technology operate together to create value for our customers

* Experience of triaging any proposed propositions prior to any high-level solution activity to assess service operations engagements.

* Experience of facilitating solution sizing and impact assessments across service operations capturing all

* Knowledge of Early Life Support (ELS) definition including entry and exit criteria and the periodic review sessions post "Go Live".

* Understands Service Strategy, Service Design, Service Transition, Service Operations and Continual Improvement processes (ITIL)

* Experience of managing customer projects into service operational delivery through defined transition framework

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms, and app supported benefit access.

But what we think makes us different is 'Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action