IT Service Transition Manager

• Type: Contract
• Job #17303

About the role

Our state government client is seeking an experienced IT Transition Manager who will lead the technical operational readiness activities associated with their Center to ensure a smooth transition from program delivery to operations.

Key responsibilities

• Develop and maintain detailed service transition plans to guide the progression of IT projects into BAU support.
• Oversee the entire lifecycle of the transition process, ensuring projects meet the defined readiness criteria for service acceptance.
• Define and document acceptance criteria for transitioning new or upgraded systems, such as large CRM implementations, into BAU support. Criteria should cover system performance, operational readiness, and compliance with service levels.
• Collaborate with stakeholders to gain approval on acceptance criteria and ensure these are met prior to project handover.
• Partner with key MSPs to define and implement a major incident management process for new and critical systems, ensuring alignment with business priorities and minimizing service disruptions.
• Work closely with MSPs to develop best practice operations manuals, aligning with contractual deliverables and ensuring consistency in service delivery and support for critical systems.
• Coordinate the development and testing of Disaster Recovery (DR) plans with MSPs as part of the transition to BAU, ensuring clear roles, responsibilities, and processes in the event of service disruption.
• Conduct operational readiness assessments and manage the go-live process for transitioned services, ensuring all support resources are adequately trained and knowledgeable.
• Facilitate smooth handover from project teams to operational support by ensuring all necessary training, documentation, and knowledge transfer activities are completed.
• Ensure comprehensive documentation of processes, configurations, and service- level requirements for new services.
• Maintain updated service documentation, including best practice guides, support run-books, DR plans, and incident management processes.
• Identify potential risks and issues related to service transition and manage mitigation strategies to minimize impact on BAU operations.
• Ensure that any unresolved issues during transition are documented, with clear accountability for resolution post-handover.

Skills and experience

• 5years experience in IT Service Management, IT Transition or similar role
• Proven experience in managing service transitions for complex IT systems, including CRM and customer portal solutions
• Strong working knowledge of ITIL, preferably ITIL certification and service management best practices
• Experience working with Managed Service Providers (MSPs) in multi- vendor environments, with a focus on incident management, Disaster Recover Planning and process documentation.
• Familiarity with project management methodologies, such as Agile, PRINCE2, or PMP.

Contact details

For a confidential chat, please contact Aisha on 0447 071 145 or via email at aisha@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.