Lead Service Transition Manager - HO - G7

Location

Croydon, Liverpool, Manchester, Sheffield

About the job

Job summary

This role lies within the Digital, Data and Technology (DDaT) Directorate, embedded in the Enablers Portfolio and aligned to the Metis Product Team. This role is pivotal in ensuring the operational integrity, service continuity, and strategic alignment of Metis, the Home Office’s Oracle Fusion-based ERP platform supporting HR, Finance, Payroll, and Procurement for over 55,000 users.

Job description

As a Lead Service Transition Manager, you will be part of a team accountable for ensuring designs for new or changed IT services are supported to operate and manage the service. You will deliver required levels of availability, reliability and performance, ensuring comprehensive and forward-looking services are robust and affordable whilst adhering to relevant industry, government and Home Office standards.  

You will apply control and rigour to the implementation of IT services. You will play a key role liaising with senior management and other teams with a view of the bridge between projects/programmes and the operation/support of the ongoing services.  

Through stakeholder management, you will leverage people, processes, suppliers and tooling in-line with organisational strategy whilst understanding the user experience and end-to-end impact. 

You will be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.  

What you will do 

Your main day to day responsibilities will be:  

Enabling the process to transition projects to live service in a safe and structured manner, engaging with project and operational teams to ensure a standard set of transition gateways are met.
Ensuring and assuring that the required people, processes, suppliers and tools are in place to accept new services.
Driving work forward to meet delivery deadlines, without compromising quality of delivered service.
Making recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.
Working collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.
Driving the transition process, including prioritisation, risk management and dependency activities, communicating effectively with a range of stakeholders to convey the acceptance criteria and the issues to be addressed, regularly reporting senior stakeholders, to ensure effective transition.
Onboarding the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming.
Proactively improving stakeholder understanding of the transition and acceptance process, identifying areas of improvement. 

This role is not suitable for part-time working due to the nature of the role. Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office.   

UK residency and security requirements - You need to have lived in the UK for the past 5 years 

Person specification

Essential criteria 

As a Lead Service Transition Manager, you will have experience of: 

Designing and managing changes to services, creating associated documentation, and applying expertise in Oracle Fusion (Lead Criteria). 
Producing high-quality deliverables across a variety of contexts and environments, consistently meeting expectations and deadlines.
Applying a structured and methodical approach to problem solving, ensuring efficient and effective resolution of issues. 
Communicating effectively and setting expectations with stakeholders, both internal and external to your direct team and the Home Office. 
Designing, owning and maintaining processes and procedures, including the proactive development of service transition and acceptance documentation. 
Working within enterprise-scale IT transition teams, adhering to industry best practice and governance standards.  

SFIA capability framework 

Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all IT Operations levels in the Home Office. This is a link to the capability framework:  All skills A - Z English (sfia-online.org) 

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process. 

SFIA levels of responsibility – Use the SFIA Levels of responsibility to understand what would be expected for each Technical Skill listed below. 

SFIA Technical Skills 

The essential technical skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework. Please see below for the relevant skills required for your role. 

Technical skills

We'll assess you against these technical skills during the selection process:

Methods and Tools (METL) – level 3
Project Management (PRMG) – level 3
Business Situation Analysis (BUSA) – level 4
Service Acceptance (SEAC) – level 4
Technology Service Management (ITMG) – level 4
Stakeholder Relationship Management (RLMT) – level 4