Service Introduction Manager

TNT Global IT
13 Oct 2016
13 Nov 2016
Contract Type
Purpose of the role The Service Introduction Manager is responsible for supporting projects and successfully transitioning into live service, identifying and managing associated transition risks, issues and dependencies. The job holder will ensure that appropriate internal resources are committed to perform the transition and operate the service. Key Accountabilities · Managerial review of SOR’s, working closely with the Solution Architect on building requirements. · Identifies service acceptance criteria. · Manages warranty period/early life support and proposed service support plan with Solution Architect and Project Manager, to confirm mutual understanding and provide any necessary clarification. · Understands and communicates Service Introduction methodology gaining support for the process and driving continual improvement of deliverables. · Engages and influences project management to confirm that service specific work products developed meet the acceptance criteria and are fit for purpose. · Acts as management contact point between organisation and supplier. · Collects, reviews and reports on supplier service, resolves problems, and by exception, escalates them to more senior colleagues. · Collates, reviews and reports on all service-specific criteria in line with the relevant project gates where they are due. · Manages and ensures appropriate actions across organisation and suppliers, as well as different IT process areas, in support of readiness for the relevant project gates and completion of the applicable criteria. · Attends regular routine project meetings. · Assures Service Introduction deliverables from identified Service Providers. · Impact, evaluate and Risk assess new projects from a service perspective, and is responsible for making informed decisions at project go / no go phase. · Manage 3 rd party delivery in support of Service Readiness activities and compliance. Person Specification · Has achieved proficiency in a Service management Task at Level 3. · Has achieved proficiency in the Task of Supplier relationship management - Level 2. · Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services. · Has a good understanding of project management. · Acquired a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem. · Acquired understanding of the metrics associated with a problem or situation, their significance and relationship, and being able to manipulate these as necessary to identify solutions. · Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps. · Maintaining focus on agreed objectives and deliverables. · Understanding the needs of the internal or external customer when taking actions or making decisions. · Being proactive, taking action and anticipating opportunities. · Meeting targets and fulfilling agreements even when adverse circumstances prevail. · Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked · Communicating effectively by word of mouth. · Experience in IT Service Delivery. · Clear commitment to ITIL best practice. · Hands on delivery / support experience . · Demonstrable experience of delivering service improvements within an organisation . · Influencing skills. · Excellent written and verbal communication. · Excellent customer focus (able to deal with Users and Customers at all levels). · Must be able to work as part of a team, but equally important the capability and initiative to work on their own and also to lead others. · Ability to work under pressure without impacting judgement or reason and to strict timescales. · Aware of specific standards associated with the IT practitioner's current role. Examples: health and safety standards, service desk procedures, corporate quality and change management processes. · Familiar with t he products and/or services supplied to own organisation by external suppliers. Examples: Maintenance of IT infrastructure, maintenance of IT applications, internet connectivity services, system development, software product. · Aware of t he IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those which interface to them through the specialism, including those in closely-related organisations. · Aware of techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services. · Aware of methods and techniques for negotiating contracts for the supply of IT products and services. · Aware of the purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services. · Aware of t he identification of a project's key stakeholders and an assessment of their interests in the project to determine the way(s) in which these interests should be considered throughout the project lifecycle. · Service orientated with strong client facing skills. · Good organisational, communications and influencing skills. · Attention to detail. · Good interpersonal and management skills. · Assertive Self-Motivated, Innovative and Proactive. · Excellent report writing and documentation skills. · Excellent presentation skills. Service focus to enable change and encourage a continual improvement culture About TNT Express TNT Express, a FedEx company, is one of the world’s largest express delivery companies. On a daily basis, TNT Express delivers close to one million consignments ranging from documents and parcels to palletised freight. The company offers road and air delivery services in Europe, the Middle East and Africa, Asia-Pacific and the Americas. TNT Express made €6.9 billion in revenue in 2015. Our people make TNT a great company, whether they are delivering goods, working in a sorting centre, or flying one of our aircraft. We are a global team of empowered people united by a desire to deliver an exceptional customer experience. We have an extremely diverse customer base, and, in order to achieve the highest levels of customer satisfaction, we encourage rich diversity within our workforce. Working at TNT means being a part of a service-oriented, global operation. It is a unique environment that thrives on process excellence and a 'can do' mentality. We are passionate about everything we do, and we care equally about our people, our customers and the world. This job was originally posted as

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