Service Design / Transition Manager

Group Technology

Permanent | Full Time 

Office location: White City, London | Hybrid

Hiring range: £55,000 - £65,000

Please note:  This is to assist candidates in assessing their suitability for the role. The range does not represent a longer term salary commitment for the role.

For more information please email TalkingCareers@itv.com

 

Your work matters to millions.

 

Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution. 

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.  

Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.

 

Your impact sends ripples.

 

The role

The Service Transition Manager / Architect is responsible for the Service Architecture, Service Design and Service Transition of new or changed products, platforms or services across the Group Technology estate

The Service Transition Manager / Architect will play a pivotal role in defining E2E Service and Support Models within the context of Service Design through to live operations. Key considerations include a multi supplier ecosystem of both internal and external suppliers, stakeholders and associated commercial and operational influences creating complex challenges for the experienced Service Transition Manager

The successful candidate will also support the coordination of Transition resources across projects from the resource augmented team.

Main responsibilities

• Work closely with service providers, project delivery and project management office teams to ensure engagement with project teams are established at the right time
• Provide Service Architecture governance, leadership and design oversight during the definition of E2E Service Model(s) / Target Operating Model(s)
• Engage, evangelise, mentor and build relationships with suppliers, product, platform, or service teams, and wider business stakeholders driving Service Design thinking and best practices across the technology estate
• Ensure all Service Design activity adheres to the ITV Technology Group Cyber Security policies
• Assess the impact of and monitor the progress for change and releases of new and existing products, platforms or services across the GT project portfolio and GT Demand Funnel
• Own, manage and deliver Service Design, Transition, and Service Readiness activities across a portfolio of projects for products, platforms and services across Group Technology and beyond (Frontline, Workplace, Business Apps, Platforms (Enterprise), Platforms (Networks), Cyber, Studio, News, Sport, Daytime, Direct to Consumer, M&E etc.
• Support the creation and maintenance of the Group Technology Service Design & Service Transition deliverables and effectively communicate to service providers, suppliers, project delivery teams and senior management
• Escalate any Service Design & Service Transition operational resource constraints or contention to the Sr Service Design & Transition Manager
• Work with the Service Delivery and Operational teams to ensure required Knowledge Management updates are performed and maintained on a regular basis
• Ensure that submitted releases have been fully tested and include release notes and back out plans and agree a suitable warranty period to support smooth Transition into BAU
• Identify, articulate and report on the status of operating risks with key stakeholders prior to releasing products, platforms or services and influence decisions with the business's best interest in mind
• Support effective communications surrounding the service Design/ Service Transition process that the role is delivering such that all the required parties across the business are aware of the process, have a common and clear understanding of all decisions made and accepted prior to implementation
• Own and manage relevant Operational Readiness Review(s) prior to services ‘going live’, clearly articulating activities completed as part of the Service Design & Transition Process and ensuring relevant sign-offs are obtained from all key stakeholders
• Support the maintenance and tracking of an accurate log of all changes being Transitioned into Operations show progress and current status
• Coordinate the activity of more junior members of the resource augmented Service Transition team across the Service Transition project portfolio ensuring that quality standards are maintained and that transition activity completes in agreed timelines, to agreed cost and quality criteria
• Continuous improvement of Service Design & Service Transition Processes, focused on regularly enhancing the capability by incorporating creative approaches, new technologies, and customer feedback to stay aligned with customer needs and business goals

 

Skills you’ll need (minimum criteria)

• Extensive knowledge of Service Design & Transition Management processes and standards within a corporate environment
• Demonstrable experience of architecting E2E Service Models and Solutions from the design phase and into live operations
• Background in Service delivery / Service Management roles, with solid understanding of Service Management Frameworks and IT Service Management (ITSM) processes
• Demonstrable experience of completing multiple complex Transitions in parallel within both Waterfall & Agile environments and associated challenges / opportunities
• Excellent Stakeholder Management / Business Relationship Management experience
• Demonstrable experience of transitioning On-Premise / SaaS / IaaS / PaaS products, platforms or services into live operations across the following disciplines:
• Frontline / Service Desk
• End User Computing
• Business Applications
• Infrastructure
• Cyber 

Qualifications/professional certificate 

Required: 

• ITIL v3/v4 Foundation certification in Service Management 

Preferred: (Any of the following or equivalent qualifications would be beneficial:)

• ITIL V3 Service Transition/Service Design Qualified
• ITIL Lifecycle Certificate in Service Transition
• ITIL V4 Managing Professional Transition Qualified

 

ITV is for everyone.

 

ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).

We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com. 

Find out more about applying with a disability.

* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.

 

Because those who make an impact deserve to be rewarded for it.

 

ITV offers some great rewards and benefits including:

• Flexible working with a range of options to suit everyone
• Generous holiday allowance, plus you can buy more
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - with an opportunity to buy ITV shares
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

More about our benefits 

Closing date: Midnight Sunday 12th January 2025

"Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We’d encourage you to apply as soon as possible if interested."