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Service Design & Transition Analyst (ITIL)

£500 a day (Inside IR35)

Hybrid (3 days onsite in Manchester or Milton Keynes)

3-4 Months

Service Design & Transition Analyst required to manage the Service Design & Transition element of Projects & Programs introducing new or changed Services into live operation and retiring old services. Matching the non functional requirements with theITSS Operating model and the Service Catalogue.

Key Accountabilities

· Be the single point of contact for the project on matters regarding support.

· Advise the project and support stakeholders of any deviations from technology and support strategy, standards and policies.

· Translate the non-functional requirements into a practical support model.

· Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget.

· Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.

· Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.

· Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the risk register.

· Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.

Job Skills, Experience and Qualifications

· Proven experience in Service Management

· This role is aligned to the ITIL framework, therefore ITIL v3 Foundation

· ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience

· Good stakeholder management skills and experience

· Good understanding & experience of using service management tools

· Demonstrates a good working knowledge of management structures and reporting procedure

· Understanding of risk management

· Formal Project and Programme Management qualifications such as APM, PRINCE2 and MSP or equivalent experience (desirable)