Service Transition Manager , SABMiller - Johannesburg Area, South Africa

Key Purpose Statement

The Service Transition Manager is responsible for the delivery of Service Transition within projects and programmes of work that are organisationally complex, carry a high degree of risk from start through to in life service. The Service Transition Manager requires a commercial understanding to ensure the new or changed IT service operates appropriately. The Service Transition Manager is directly responsible for and must ensure that all outputs and deliverables to ensure the Service is fully supportable at Go-Live are produced.

Reporting to the Global Service Transition Manager, the Service Transition Manager will be a member of the core Service Transition team. The Service Transition Manager will apply the defined approach, processes, governance and transition activities required for Service Transition within each programme/project/release associated with the transition of existing or new services that are part of the Global Service pipeline.

Outputs and Accountabilities

The Service Transition Manager is responsible for:

• Utilizing the global Service Transition Process for transitioning existing and new services to a global service
• Ensuring adherence to the Service Transition approach across global IT systems
• Delivering Service Transition Projects and Programmes in line with recognised best practice methodology to meet Operational requirements (managing risk, governance, quality assurance, issue resolution, reporting) for systems in scope for global services
• Ensure delivery of service supporting documentation, producing and validating support material that meets the service transition standards
• Developing service transition plans, ensuring deliverables and milestones are met
• Ensure that the service can be managed, operated and supported in accordance with the requirements and constraints specified within the service design
• Responsible for summarised reporting across all projects where service transition is being undertaken
• Providing appropriate co-ordination and integration support during end to end Post Go Live Support process
• Enabling service transition of a service through to PGLS exit criteria being met and smooth handover to the operational global service teams
• Maintain awareness of international standards relating to service transition and of industry best practise
• Providing leadership, advice and guidance on all aspects of service transition including planning and execution
• Provide support to project and BAU resources on issue and risk mitigations and serve as an escalation point
• Establish and maintain the integrity of all identified service assets and configurations as they evolve through the service transition stages
• Providing pro-active service transition management within the boundaries provided

Desired Skills and Experience

Competence Requirements

Knowledge and Experience Required

• Degree educated related to Information Technology
• Extensive Service Transition experience in a complex global IS environment
• Strong pragmatic Project management experience using proven project management methodologies
• Strong Stakeholder management at all levels
• Significant experience and knowledge of transition strategy, tools and governance processes
• Good working knowledge of service support models / processes and tools
• Good understanding of and proven ability to produce and deliver high quality service support documentation
• Strong knowledge of IT service management processes and methodologies e.g. ITIL
• Good knowledge and understanding of IS technology areas (within projects and operations)
• Experience and understanding of complex SAP and related application environments
• Experience of managing relationships with internal business stakeholders and external 3rd party providers across a multinational organisation
• Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
• ITIL Service Transition or Service Management qualified

 Roles, Skills and Attributes Required

• Demonstrates the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team and across the organisation
• Demonstrates the ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically dispersed teams and global IS service suppliers to drive exceptional customer service and high performance
• Ability to build strong relationships at senior levels in the business both vertically and laterally and to influence and be persuasive at all levels
• Exceptional interpersonal, collaboration and communication skills
• International orientation – prepared to travel internationally, able to work effectively in an international context
• Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
• Exceptional planning and managing delivery to plan as well as highly developed organising and delegating skills
• Thrives on challenges and responsibility and has high levels of energy, tenacity and enthusiasm to deliver results
• Highly developed business and commercial acumen
• Leads the focus on quality and attention to detail
• Delivery and deliverables driven with sound judgement and decision making skills
• Competent in the use of Microsoft PowerPoint, Project, Word and Excel
• Good command of written/verbal business English (& additional location language requirements)
• Ability to deliver under pressure working to tight deadlines

APPLY