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Bell Integration - Driving Digital Transformation
Service Transition Manager
Description
Department Overview
The Service Excellence, Design and Transition Department sets the standards for service design, transition, and delivery for Bell. The Transition Manager engages throughout the pre-sales stage through to delivery/service commencement or decommission to ensure all services are designed, configured, and transitioned utilizing a standard approach and acceptance criteria. The Transition Manager is experienced in the design, transition and delivery of services and supports the practices and suppliers (where applicable) and internal Bell support functions in the onboarding of services to ensure a positive customer experience and an efficient ongoing delivery of the service.
Responsibilities
The Service Transition Manager is responsible for:
Service Design
- Supporting the Service Excellence Director in the development of standard service descriptions and components, service levels, and support processes to aid the development of RFPs and commercial proposals/agreements.
- Work with pre-sales/sales department, customers, and vendors (where applicable) to develop proposal/RFP responses and create Statement of Works prior to business approval.
Service Transition
- Design and implementation of the service in accordance with Bell Service Transition processes.
- Act as the focal point of contact working with all impacted departments to ensure support readiness.
- Reporting progress to key stakeholders in a timely manner highlighting service/financial progress, dependencies, risks.
- Ensuring all commercials, support documentation is in place for continued successful delivery of services according to agreed processes/policies/artefacts.
Service Readiness
- Development of service readiness plans; testing completion; test result production.
- Obtain sign off from Service Delivery Managers practice leads/support teams prior to service commencement.
- Obtain Go / No Go approval from customer/Bell practices.
Continuous Service Improvement
- Capture service improvements throughout transition phases ensuring templated plan handed over at end-of-transition phase.
- Ensure lessons learned documented/shared with relevant internal teams for resolution recorded in ITSM tools.
- Support continuous improvement initiatives within Bell’s internal processes/service delivery.
Qualifications
- Minimum 5 years’ experience managing transitions/plans/multiple onboarding technical teams.
- Experience within a service delivery/operations capacity.
- Ability to translate contracts aligning them with requirements/processes.
- Strong relationship management skills aiding successful knowledge transfer/service readiness.
- ITIL4 Foundation Level certification required.
- Excellent planning/forecasting skills; ability managing risks effectively.
- Prior experience working for managed service provider desired but not essential.
- Strong communication (written/verbal), presentation/facilitation/admin skills required.
- Process-oriented mindset; experienced developing/implementing processes effectively.
- Ability dealing high pressure situations ensuring positive outcomes achieved consistently.
Flexible approach task assignment/adaptability meeting changing business needs essential
Self-motivated individual capable communicating clearly/concisely across various mediums/audiences at different levels within organization