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Sector: Creative and Design
Role: Manager
Contract Type: Permanent
Hours: Full Time
Service Design / Transition Manager
Group Technology
Permanent | Full Time
Office location: White City, London | Hybrid
Hiring range: £55,000 - £65,000
Please note: This is to assist candidates in assessing their suitability for the role. The range does not represent a longer-term salary commitment for the role.
Your work matters to millions.
Shaping culture is in the DNA of ITV. So, it's not surprising that you'll find us in every home in the UK, our productions are famous all over the world and we're at the forefront of the digital streaming revolution.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact's felt in the business, but big enough that your impact reaches millions of people.
Come develop your skills, change TV and the course of your career. Don't just watch it. Be part of it. Join ITV.
Your impact sends ripples.
The role
The Service Transition Manager / Architect is responsible for the Service Architecture, Service Design and Service Transition of new or changed products, platforms or services across the Group Technology estate.
The Service Transition Manager / Architect will play a pivotal role in defining E2E Service and Support Models within the context of Service Design through to live operations. Key considerations include a multi-supplier ecosystem of both internal and external suppliers, stakeholders and associated commercial and operational influences creating complex challenges for the experienced Service Transition Manager.
The successful candidate will also support the coordination of Transition resources across projects from the resource augmented team.
Main responsibilities
* Work closely with service providers, project delivery and project management office teams to ensure engagement with project teams are established at the right time.
* Provide Service Architecture governance, leadership and design oversight during the definition of E2E Service Model(s) / Target Operating Model(s).
* Engage, evangelise, mentor and build relationships with suppliers, product, platform, or service teams, and wider business stakeholders driving Service Design thinking and best practices across the technology estate.
* Ensure all Service Design activity adheres to the ITV Technology Group Cyber Security policies.
* Assess the impact of and monitor the progress for change and releases of new and existing products, platforms or services across the GT project portfolio and GT Demand Funnel.
* Own, manage and deliver Service Design, Transition, and Service Readiness activities across a portfolio of projects for products, platforms and services across Group Technology and beyond.
* Support the creation and maintenance of the Group Technology Service Design & Service Transition deliverables and effectively communicate to service providers, suppliers, project delivery teams and senior management.
* Escalate any Service Design & Service Transition operational resource constraints or contention to the Sr Service Design & Transition Manager.
* Work with the Service Delivery and Operational teams to ensure required Knowledge Management updates are performed and maintained on a regular basis.
* Ensure that submitted releases have been fully tested and include release notes and back out plans and agree a suitable warranty period to support smooth Transition into BAU.
* Identify, articulate and report on the status of operating risks with key stakeholders prior to releasing products, platforms or services and influence decisions with the business's best interest in mind.
* Support effective communications surrounding the service Design/ Service Transition process that the role is delivering such that all the required parties across the business are aware of the process, have a common and clear understanding of all decisions made and accepted prior to implementation.
* Own and manage relevant Operational Readiness Review(s) prior to services 'going live', clearly articulating activities completed as part of the Service Design & Transition Process and ensuring relevant sign-offs are obtained from all key stakeholders.
* Support the maintenance and tracking of an accurate log of all changes being Transitioned into Operations show progress and current status.
* Coordinate the activity of more junior members of the resource augmented Service Transition team across the Service Transition project portfolio ensuring that quality standards are maintained and that transition activity completes in agreed timelines, to agreed cost and quality criteria.
* Continuous improvement of Service Design & Service Transition Processes, focused on regularly enhancing the capability by incorporating creative approaches, new technologies, and customer feedback to stay aligned with customer needs and business goals.
Skills you'll need (minimum criteria)
* Extensive knowledge of Service Design & Transition Management processes and standards within a corporate environment.
* Demonstrable experience of architecting E2E Service Models and Solutions from the design phase and into live operations.
* Background in Service delivery / Service Management roles, with solid understanding of Service Management Frameworks and IT Service Management (ITSM) processes.
* Demonstrable experience of completing multiple complex Transitions in parallel within both Waterfall & Agile environments and associated challenges / opportunities.
* Excellent Stakeholder Management / Business Relationship Management experience.
* Demonstrable experience of transitioning On-Premise / SaaS / IaaS / PaaS products, platforms or services into live operations across the following disciplines:
o Frontline / Service Desk
o End User Computing
o Business Applications
o Infrastructure
o Cyber
Qualifications/professional certificate
Required:
* ITIL v3/v4 Foundation certification in Service Management.
Preferred: (Any of the following or equivalent qualifications would be beneficial):
* ITIL V3 Service Transition/Service Design Qualified.
* ITIL Lifecycle Certificate in Service Transition.
* ITIL V4 Managing Professional Transition Qualified.
ITV is for everyone.
ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we'll guarantee to take you to the next stage.
We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com.
Find out more about applying with a disability.
* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.
Because those who make an impact deserve to be rewarded for it.
ITV offers some great rewards and benefits including:
* Flexible working with a range of options to suit everyone.
* Generous holiday allowance, plus you can buy more.
* Annual bonus opportunity.
* Competitive pension contribution.
* Save as you earn - with an opportunity to buy ITV shares.
* Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life.
More about our benefits
Closing date: Midnight Sunday 12th January 2025
Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.
Company
ITV is the biggest commercial television network in the UK. Which means we offer some of the biggest career opportunities in the industry.
We love telly, we’re passionate about content, and most importantly we understand our audiences. Thanks to an impressive 60-year history, our leadership is stronger than ever. And with the right people on board, we’re about to take our business – and broadcasting as we know it – to a whole new level.
We’ve also got the kind of inclusive working environment where you’ll never stop learning. One that’s at the heart of popular culture, that’s passionate about new tech, that has a truly international reach, and is incredibly focused on developing our teams; individuals and on the diversity of our workforce as a whole.
In other words, it’s somewhere that everyone can thrive.
We’re 60 years of TV history - and we’re also its future. Which means there’s never been a more exciting time to join us.
Here at ITV, we celebrate individuality, we’re committed to create an inclusive environment where everyone can thrive.
ITV loves a level playing field
It’s just a natural part of what we do.
It’s your talent that really matters and we want you to be the best you can be. So, our aim is to make sure our workforce reflects the diversity of modern society, which is why we promise to treat you with fairness and respect, whatever your age, gender, disability status, sexual orientation, gender identity or expression, religion, ethnicity or marriage/civil partnership status, pregnancy or maternity status and family circumstances.
As members of the Creative Diversity Network (CDN), we’ve made a public commitment to improve representation of society on screen, and to become more diverse and inclusive behind the scenes too. Our work under ITV’s Social Partnership underpins our commitment across programme making and production for better representation. At the end of the day we want our workforce to represent the audience it serves. It’s a pretty big goal, but one that we get closer to all the time.
If you need to discuss an alternative way to submit your application, we’ll always try to meet your individual needs wherever possible. To find out more, you can email us direct at talkingcareers@itv.com.
For further details & a list of our vacancies, please visit itvcareers.com.
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