Job Description

Description

Company

SDI Presence LLC is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 28-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid multicloud infrastructure solutions to optimize our clients’ technology environments. SDI is NMSDC-certified, with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI is backed by Abry Partners, a Boston-based sector-focused private equity firm with $5B under management and more than 30 years of experience in the technology market. Visit us at SDIPRESENCE.COMand connect with us on TWITTERand LINKEDIN.

Summary

The Service Transition Manager is responsible for defining, implementing, and managing the enterprise process for transitioning new services and changes to existing services into steady state Operations.This role ensures that the existing services, as well as the new services, are introduced and supported with stakeholder expectations.This position is accountable and responsible for the following ITIL V4 Practice Categories:

• General Management Practices:

• Risk Management
• Organizational Change Management
• Project Management
• Relationship Management
• Supplier Management

• Service Management Practices

• Business Analysis
• Release Management
• Service Validation & Testing

SDI Presence Offers:

• Pay Range: $120,000/yr.
• Base pay may vary based on factors such as location, skills, and relevant experience.
• Some positions may include additional compensation in the form of bonuses or commissions. Medical, Dental, Vision, company-provided Life Insurance, Short and long-term disability, Matched Retirement Savings, Wellness Program, Paid time off and much more! 

Responsibilities

• • Manage changes in a controlled manner from design to operations
  • Define and implement the Service Introduction and Service Operational Acceptance processes and mechanisms that will be applied to all new service introductions and adjustments to existing services.
  • Ensure the operational service design and support model is defined and in place to accept the changes to the services being proposed.This includes ensuring supporting processes, organization, and operating mechanisms are in place to ensure a successful service transition.
  • Serve as the liaison between Service Delivery, other IT Service departments, and Business Departments to ensure a successful service transition is undertaken for all new and modified IT services.
  • Define, and enterprise-wide apply, an Operational Acceptance methodology that will ensure new services have consistent operating mechanisms as they are introduced into Operations.
  • Manage and support the development of all internal systems, which aid the function of change, release & deployment management processes and the overarching Design and Transition of new or changed services processes.
  • Document comprehensive impact and risk assessments from internal resources / requestors, customers and their suppliers that facilitate informed approval of rejection of changes.
  • Work with the Change & Release Manager on future releases of software into the live production systems environment in line with agreed plans, timescales, and co-ordinate all associated staff schedules for Service Portfolio projects.
  • Work with the Service Owners Project Manager(s) to plan the implementation activities for new services, considering development, and testing & release timelines.
  • Assess and scope Service Readiness work with the relevant stakeholders, including vendors.
  • Ensure all support functions are aware, prepared and capable of supporting any new services deployed.
  • Work with the Service Asset Manager and Configuration Manager to ensure that all configuration management information has been updated (once in operation) in a timely fashion and in line with the required business cycle.
  • Work closely with the Project Management Office (PMO) and Enterprise Service Architects (ESA) to ensure the echo system is accurate and up to date prior to any new releases / changes.
  • Communicate effectively, both verbally and in writing, with subordinates, colleagues, clients, and customers at all levels of seniority.Prepare documentation as reports as required.Give presentations using appropriate tools and techniques.
  • Work with the Service Delivery Manager and Service Operations Manager to ensure alignment between Service Delivery and Operations.
  • Work with the Technology Manager to ensure all solutions are aligned with technical standards, policies, procedures: technical governance.
  • Manage the Service Tower: Service Transition, and the Service Transition Team
  • Conduct other duties within the scope and spirit of the job purpose.

   

  Key Activities and Processes

   

  • Change Evaluation and Management
  • Release and Deployment Management
  • Configuration Management
  • Knowledge Management
  • Knowledge Transfer
  • Testing & Validation
  • Communication Management
  • Project Management
  • Collaboration across Teams (IT, Business, Vendors, etc.)
  • Tower / Team Management

Requirements

• A bachelor’s degree in information technology, Business Administration, Communication, a related field or relative work experience.
• Minimum 5 years’ experience leading and managing cross functional projects / service implementation teams.
• Minimum 5 years’ experience managing communications including planning, designing, developing and implementing enterprise communications
• Minimum 5 years’ experience managing training and education programs including developing, designing, implementing, and managing curriculum for knowledge transfer
• Minimum of 5 years’ experience with operations, field services, or project management
• Minimum 3 years’ experience in quality control / quality assurance including testing and validation and program definition, design, development, implementation and governance
• Minimum 3 years’ experience managing change to existing services / projects including adding new features / functions / services
• Proven working experience in project management specific to information technology and/or security related projects
• Advanced knowledge of project management processes, means and methods
• Understanding of all facets of the development / service lifecycle
• Proven working experience with scheduling processes and pricing jobs
• Ability to plan and see the big picture
• Competent in conflict management and problem resolution
• Detail oriented and organized with excellent time management skills
• Ability to give directions and delegate tasks
• Strong communication and interpersonal skills
• Fundamental knowledge of project cost tracking and reporting
• Experience with a change control process and project governance
• PMP certification
• ITIL V4 Foundations preferred or required within first year of employment

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer Statement

SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Staffing Firms

SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.

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