Application Maintenance & Support Senior Manager

Role location: Hybrid (three days in-office, two days virtual)

About the team:

The Service Design and Transition Manager is part of a small team working across different regions and lines of business representing the interests of Clients, FIS Service Management and Operations teams to ensure that new or changed services are both designed appropriately and are fully supportable at the time of Go-Live.

As a team member will contribute to the Service Design and/or manage the Service Transition planning of the new service or Client from project phase into Business as Usual typically as workstream lead including:

• Supporting the design of new or changed services, including the processes, systems, roles within the operating model, resource, budget and supplier requirements

• Managing the specified acceptance criteria for operational, release and service readiness throughout the project life cycle

• Implementing a consistent approach to Service Transition through robust governance and Stage Gates

• Ensuring all Operations teams and Clients are aware, prepared and capable of supporting all new services

• Ensuring all Service Management requirements for Go Live are understood and delivered to the agreed output

• Identify all service related risks and issues and ensure they are managed

The role requires working closely with FIS Project Managers, Operations Managers and Clients to ensure a smooth and professional introduction of new service elements from development into live. The jobholder will be expected to adapt quickly and contribute to an evolving service introduction methodology deployed on a project.

This role will ensure that the Service Transition methodology is well understood, adhered to and is continuously reviewed to ensure lessons learned are incorporated from each transition and the methodology updated accordingly. You will be the point of contact for communications for Service Transition and providing regular project and senior management updates.

What you will be doing:

The Service Design and Transition Manager will be responsible for creating, reviewing and managing deliverables to achieve operational acceptance and readiness, including:

• Development and implementation of standard Service Introduction Process to ensure a high quality IT Service introduction methodology to all Business areas

• Developing, agreeing and maintaining a Service Transition Plan

• Developing and ensuring adherence to the Acceptance Criteria

• Ensuring all Service Transition criteria is met or exceeded

• Act as an SME across Service Design and Transition

• Attend and contribute to relevant project and programme boards and steering groups on behalf of Service Design or Transition

• Carry out an impact, evaluation and risk assessment of new projects from a service management perspective

• Identify and manage operational risks resulting from project scope change and identify service readiness activities  ensuring they are in place for go-live

• Assist in carrying out Service Design impact assessment for new IT solutions

• Build strong relationships with clients, suppliers and business stakeholders to ensure services are delivered to plan

• Liaise with project and programme teams to ensure the correct process and governance is followed

• Be an advocate of ITIL best practice processes within the business

• Ensure that all stakeholders remain appraised of Service Transition progress, issues, risks and achievements for allocated projects

• Managing, tracking and controlling criteria for Service Transition activities ensuring that the service delivery function and support teams are consulted and engaged for allocated projects

• Ensure the introduction of change provides the minimum disruption to IT services

• Collates feedback from Clients on the effectiveness of the transition to service as an input into continuous improvement

• To provide clear and comprehensive plans that enable the projects to align their activities with service introduction plans

• Ensure that Service Transition activities are recorded, justified, evaluated, authorised, prioritised, planned, tested, implemented and documented.

• Identification of continuous improvement planning and implementation of improvements

• Accountable for the overall Service Design working closely with the Service Delivery Managers and Project teams

• Ensure that before and after go live the solution defects are understood and managed to completion.

• Ensure all knowledge transfer, knowledge articles and Service Support Documentation has been completed, approved and signed off into service acceptance

What you bring:

• Experience of implementing IT change into a live IT environment

• Have a strong background in Service Design and Transition within a global business environment

• Have strong experience enforcing the Service Transition process and ideally a strong understanding of project methodologies such as Prince 2/Agile

• Be able to manage diverse and challenging stakeholders

• Any experience within the banking or finance sector is desirable but not essential

• ITIL /Project Management certification

• Experience of project plan development, maintenance and reporting

• Experience of managing delivery from third parties

• Excellent communication skills

• Strong Organiser

• A self-starter;

• Strong interpersonal skills with the ability to negotiate and influence a wide range of stakeholders.

• Significant experience of the full transition management project life cycle, transitioning large scale projects covering multiple internal teams and multiple vendors, from development into support;

• The successful candidate will have experience of Infrastructure and applications Service introduction & transition planning

• You must have clear and concise Communication skills (written and verbal) for this role and be comfortable liaising with senior stakeholders.

• Some travel and flexibility to occasionally work outside of UK office hours is required

What we offer you: 

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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