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Senior Service Transition Managerat CDW Careers (UK)
Description
Main Purpose of JobThe main responsibilities of the Senior Service Transition Manager are as follows:
• To deliver a high quality and professional Transition service to CDW’s external clients and internal operational teams, releasing managed services across CDW teams in a controlled manner.
• Taking responsibility for ensuring that Transition execution is complete, adhering to agreed timescales, quality, scope and costs parameters, and that an appropriate level of governance is applied to maintain and manage work packages, risks, and issues.
• Supporting the winning of new business by contribute to sales engagements.
• Take the lead on the delivery of large complex Transitions to CDW’s delivery standards.
• Acts as a mentor for the Transition team; providing support, assistance and guidance for less experienced co-workers.
• Identifies and contributes regularly to team improvement and evolution initiates.
Responsibilities
Transition Delivery
• Provide effective and efficient handover from the Service Design phase, ensuring all appropriate work packages are incorporated into the Transition plan.
• Deliver all Service Transition Projects in line with CDW best practice methodology (managing risk, providing governance, quality assurance, issue resolution, reporting), where the successful implementation of the new service is the primary goal.
• Provide effective communication to all stakeholders (internal and external) through the lifecycle of the transition.
• To interface with incumbent suppliers exiting the customer or current internal support teams to gain agreement on planning, timelines and expectation of deliverables
• Ensure strict commercial change control to manage deviations from baselined Service Design and/or contract.
• Manage the expenditure within the Service Transition, ensuring all costs and times are recorded and invoiced accordingly.
• Ensure products are delivered within the Service Transition on time and meet the required level of quality.
• Ensure accurate contract entry and configuration on each Service Transition.
• Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction.
• Provide a period of early life support and escalation during the service infancy period.
• Provide an effective handover gate to Service Operations and Service Management Delivery.
• Ensure appropriate Lessons are captured, raised, and actioned where possible whenever relevant.
• Fulfil peer review requests for the transition team, particularly in the case of larger, complex and/or more challenging transitions.
• To take the lead on a service line and complete the associated vertical alignment tasks, for example: creation and maintenance of the onboarding processes for it.
• Supporting Sales
• Use Transition experience, commercial awareness, and an understanding of CDW’s business to provide an effective and responsive service to support CDW’s sales teams when responding to sales opportunities.
• Deliver Service Transition briefings and presentations as required both internally and externally.
• Mentoring
• Provide coaching and mentoring to team members to improve their performance, assist with development and provide support, particularity when team members are engaged in larger and more complex transitions.
Certifications
Essential
• ITIL v4 Foundation
• Prince 2 Foundation & Practitioner
• ITIL Service Transition
Desirable
• Management of Risk (MoR) Practitioner
• Six Sigma Yellow/Green Belt
Knowledge & Experience
Knowledge
• Excellent management, interpersonal and communication skills
• Solid understanding of procurement management including contracting, and the management of third parties.
• Solid understanding of all of the Service Delivery departmental operations, systems, processes and structure.
• Advanced Microsoft Office application knowledge - Word, Excel, Outlook, Visio.
• Excellent knowledge of project management methods and their practical application, including but not limited to PRINCE2.
Experience
• Experience of running a variety of large and complex projects or Managed Service Transitions.
• A demonstrable track record of success with managing multiple projects or Transitions autonomously.
• Commercial experience in the management of Transitions to budgetary constraints and where effective commercial change control has been incorporated.
• A demonstrable track record of leading and developing teams and individuals within their responsibility.
• Skilled at building strong relationships with internal and external stakeholders to respond effectively to business opportunities.
• Experience of identifying and implementing process / governance improvements.
Core Values
• Highly enthusiastic and motivated to achieve commercial, CDW, departmental, team and personal goals and targets.
• Ensures knowledge, skills, creativity, integrity and judgement is applied to deliver innovative, effective, efficient services and solutions of excellent quality to clients and co-workers.
• Strives to build meaningful, transparent, collaborative and long-term relationships with our clients, suppliers and co-workers where these are constructed to deliver mutually beneficial outcomes.
• Dedicated to satisfying clients and co-workers requests in a responsive and professional manner, by listening to these requests, understanding them and striving to consistently exceed their needs and expectations.
• Seeks to build and maintain a culture of listening, understanding and responding flexibly to clients, co-workers, and suppliers so that every contact is a personalised and positive experience.
Personal Attributes
• Highly effective organisational and management qualities & skills with excellent influencing, communication and presentation skills.
• Passionate, professional, with a positive and ‘can-do’ attitude at all times to inspire others, a real “Team Player”.
• Communicates honestly, openly, and consistently and is approachable at all times, showing attention to detail and remaining calm and patient when under pressure.
• Socially comfortable interacting at all levels within internal and external organisations.
• Has the ability to lead and develop teams and individuals within their responsibility and professionally motivate, mentor, coach and nurture others with a positive attitude and influence to ensure their team is highly motivated, quality-minded, and commercially focused.
• Is responsible for remaining relevant to the needs of CDW’s clients, co-workers, Program Operations and CDW and proactively seeks out training, shadowing, mentoring and other relevant learning and development opportunities to ensure that this continues to be the case.
• Continually demonstrates initiative, always giving their best, and confident to lead and make decisions, improve their effectiveness and help others do the same, acknowledging and assuming responsibility for their own actions, products, decisions and policies.
• Takes responsibility for the delivery of quality and consistency in all that they do through a methodical approach and aims to get this right first time, every time. Aims to deliver excellence and strive for continuous improvement by questioning everything and remaining constructively discontent and responding vigorously to change when needed.
• Understands how to balance time, cost and quality to ensure successful outcomes for clients and CDW.
• Able to evaluate information quickly, identify key issues and formulate conclusions based on sound practical judgement & experience
• Flexible about wider business needs such as and work locations; prepared to travel.
• Passionate about enhancing own capabilities through learning and development and practical experience
