Transition Manager (ITIL managed services)

Up to 120K pa

This position is a new role within our client and is a key role in the new Multi-Sourcing team within our client's Managed Services. This new division’s key purpose is to target standalone services (non-product attached), through a new go to market model targeting best of breed selective sourcing. our client’s approach in doing this is triangulated, involving the positioning of best of breed technology solutions, business process alignment and resource management.

The position of ITIL Transition Manager is considered the lead role for business process alignment, re-engineering and transition management. You will ensure all client processes align to the ITIL framework and are considered best practice. This includes the review, development and implementation of processes as required for Multi-Sourcing opportunities. A key component of this will be to develop a manual of standard operating procedures.

Within the role you will be responsible for not only the pre-sales engagements, to position and consult in the areas of business process alignment but also hold core responsibility to lead the transition from existing state to the new Multi-Source solution (operational transition). You will be well versed in ITIL, business process re-engineering, change management, and operational management including the design of SLA’s and preferably would have acted as an external consultant in this capacity bringing with you sound credibility and experience. You will be goaled on not only meeting revenue and gross margin targets but also booking objectives for this new unit. It is anticipated that at least 40% of your time you will be engaged in client billable activities. This role requires an individual with an outstanding approach, and extensive experience in implementing significant organizational change.

Key Accountabilities

Engage in client presales activities including the development and execution of proposals, presentations and the service catalogue
Work with the our client's Client Managers and Service Provisioning team on the preparation of bids and costing as it pertains to the process alignment and transition
Represent our client as the foremost expert in ITIL process realignment to the client
Works with our client’s external/internal clients/supplier base to map out and streamline business processes, functions, procedures and workflows through consistent modeling techniques
Identifies and envisions business improvement opportunities, presents quality business cases outlining the risks, cost and potential benefits. The ability to effectively present these ideas to key stakeholders and achieve a win/win outcome
Responsible for obtaining insight into the As-Is client IT environment and deployment of our client's service delivery model
Maintain quality assurance through the development of key performance indicators and service level agreements to ensure all new process initiatives can be measured and reviewed to maintain a best practice approach
Work internally to develop a standard process/framework to transition clients from their existing environment to the new proposed model. The identification and implementation of standard business rules for managing successful client transition
Identification of key issues for transition and ongoing operational support with a plan produced to assess the scope, impact and remedial action required. Measures put in place to prevent recurrence
Provide advice on the contract and SLA negotiations
Management of client expectations on the planned IT service delivery
Internal and external communications on the progress of the Transition project
Escalations and communication of risks identified in the Transition project into the sales and operations management
Ensure the Transition project remains within the identified and agreed scope
Review existing toolsets to propose new solutions to enable alignment to the ITIL framework
Identify the human behaviour impacts of change and manage this for a “least resistance” outcome. Ensure the process including the case for change is presented effectively and that all key stakeholders are informed and have achieved “buy-in”. Manage the interface between key departments such as Service Delivery, Contract Management and Client Management for the success of the client whilst supporting our client’s corporate values and standards

Key Relationships

Singapore Client’s
Client Managers
Professional Services Team
Managed Services Team – Multi-Sourcing & Technical Integration Services Team
Contract Administrator
Service Delivery Managers
Key Suppliers

JOB SPECIFICATIONS, STANDARDS & REQUIREMENTS

Business Focus

This role requires a good general knowledge, a strong willingness to learn, excellent oral and written skills, and a wide range of behavioural based skills.

Attention to the client, the ability to collect information, plus keen organisational and commercial sensitivity is all required to understand quickly our client’s clients’ needs.

Strategic vision, analytical intelligence, innovative thinking and pro-activity are all required to formulate and validate key business solutions.

The person must be highly ethical, have outstanding business acumen, be effective at relationship building and have a high degree of professionalism.

A persistent goal-driven approach, flexibility, determination, planning, organisational, teambuilding and leadership skills are essential to ensure the success of this key role.

The role is pivotal to the success of our client, which requires an individual with a positive approach, outstanding leadership skills and the ability to develop sound and trusted relationships within critical accounts.

Experience & Certification

A minimum of 7 years experience or equivalent within a vendor environment in a role in a similar capacity is required. This position will be one of the key management roles within the new Multi-Sourcing team to enable the team to achieve their FY09 goals. A proven track record of successful process design and implementation, client transition and the application of the ITIL framework are required. This position requires a high level of business maturity and the ability to present to all levels of management with confidence and credibility with regard to the ITIL framework and its practical application within business.

Certification & Skill Requirements:
Project Management
ITIL Managers Certification
Microsoft Office applications
Business Process Design
Business Process Mapping
Business Case Preparation
Workshop Facilitation
Presentations both written and verbally
Relationship Management
Business Change Management

There are a number of other company policies and procedures which may affect the successful completion of this role. (eg Standard of dress). These are available upon commencement of the position in the Company’s policies and Procedures manuals held in the our client's offices.