IT Service Transition Manager

Key Responsibilities, Deliverables:

Service Transition Management

• Analyze and manage the change implementation process.
• Plan and manage service changes efficiently and effectively
• Manage risks relating to new, changed or retired services
• Successfully deploy service releases into supported environments
• Set correct expectations on the performance and use of new or changed services
• Ensure that service changes create the expected business value
• Provide good-quality knowledge and information about services and service assets
• Acquire, implement and manage the Release To Production (RTP) tool
• Review internal and external requests for accuracy and completeness (RFC, RTP)
• Maintain schedule of maintenance windows, change notification list, service owners and stakeholders.
• Publish and distribution of the Change Management meeting agenda.

Knowledge Management

• Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices
• Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits
• Interact with the staff members, unit managers and the clients. Act as a mediator to answer the queries of the clients and staff about the knowledge management products and practices
• Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools

Culture Fit and Values:

• Open to new ideas and innovation
• Celebrates a diverse perspective
• Has the courage to speak-up and challenge ideas
• Collaborative; ego out the door
• Values trust and transparency

Qualifications:

• Bachelor’s degree in IT
• Proficient in English (verbal and written)
• At least 2 years of work experience in change management, configuration management, knowledge management, release and deployment management
• Familiar with Incident and Problem Management
• ITIL Foundation Certification or higher
• Strong attention to details
• Ability to deal effectively with conflict using negotiation skills
• Strong organizational, planning and analytical skills
• Knowledgeable to BSP Circulars 808, MORB appendix 77