Service Transition Manager

Responsibilities

• Establish the following, but not limited to, for new services:
• Service Definition
• Support Models
• Defined SLAs & OLAs
• Governance Models which align with the project & support divisions
• Operational Support cost model & budgets for the new service
• Implement service standards & operational policies for business excellence
• Help stabilize operations post-go-live
• Support tuning up, formalizing and documenting the program of Business Integration
• Liaise between business owners, project managers, design & development teams, operations teams, and partners/suppliers communicating between all key stakeholders to ensure smooth and successful transition of new services, executed to high quality standards.
• Responsible for ensuring project adherence to Service Design & Transition process within delivery teams.
• Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services.
• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to service management principles.
• Responsible for creating and leading the Service Design Assessments, Support Plans and Service Acceptance Criteria.
• Define and deliver the end-to-end support model with all key stakeholders across multiple delivery organisations.
• Ensure operational training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
• Proactively identify potential risks and escalate these to the line manager. Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities.
• Key Qualifications, Knowledge, Skills and Experience
• Bachelor's degree in a relevant discipline or equivalent experience.
• 10+ years of experience, with hands-on experience of migrating processes of small to medium size engagement, most of which should be in BPO/ Shared Services environment including understanding of enabling functions (technology, pricing) and operating environment
• Strong project management skills including solid know how of project management frameworks and methodology (ability to apply and follow existing methodology) with working experience on risk and issue management
• Strong leadership skills and the ability to effectively and efficiently manage others
• Strong analytical, problem-solving abilities and complexity management
• An effective communicator with excellent relationship building negotiation and interpersonal skills
• Proficient with MS Office and hands-on experience in creating and maintaining project plans, completion status, and/or process maps
• Continuous improvement experience
• Six Sigma belts/certifications preferred.
• Self-starter, proactive and results oriented.
• Open minded, positive thinker that identifies and pursues the opportunities for change and improvements.
• Expertise in managing budget and financials
• At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at surbanajurong? Share your experience