Description
As a Service Transition Consultant in our UK Service Transition Team, you will partner with project teams to ensure new and changing services land in production reliably, safely and with the operational foundations to support them.
The role is evolving, and you will be involved much earlier in the design phase, working hands-on with processes and tools that underpin Service Operations, and consulting engineering teams on how to build for reliability from the outset.
You will also shape the future of the Service Transition team and the role of Service Transition Consultant through continual improvement initiatives.
Responsibilities:
- Manage, track and prioritise service requirements for new/changed services and manage them through to completion
- Partner with project/engineering teams during the design phase to consult on supportability, reliability and operational readiness, influencing outcomes
- Consult project teams on Service Level Objectives for new/changed services, facilitating governance on standards and technicalities while remaining hands-on with relevant tooling
- Understand new/changed services end-to-end to map dependencies, failure points and operational impact
- Champion and enhance observability and support documentation standards, collaborating with engineering to resolve discrepancies during early development cycles
- Formulate action plans for service risks, generating awareness among stakeholders while maintaining a firm stance on non-negotiable requirements
- Establish strong partnerships across SRE, Product Engineering, and Service Operations to serve as a vital link between delivery and support
- Manage and influence decisions for service acceptance and production readiness, providing advice and recommendations for go-no go decisions
- Act as Change Manager for assigned intents, providing final sign off for production deployment
- Contribute to the continual improvement of Service Transition processes and procedures and ensuring these are adhered to by all support project teams including third parties
- Drive the maturation of the Service Transition process in response to our technical transformation roadmap
Requirements:
- Strong influencing and communication skills
- Degree of skill in context switching, and the application of stakeholder knowledge to problem solving
- Understanding and experience of implementing into a live IT infrastructure environment
- Excellent at building relationships with a wide variety of stakeholders
- Strong Service/Support Readiness track record in a Tech Service environment
- Comfortable working through ambiguity to reach an agreed, service-based solution
- Basic knowledge of modern application and infrastructure technologies and terminology, along with entry level understanding of the principles of AWS Cloud technologies
- Genuine interest in getting hands-on and growing your depth for organisation processes and tools
- Experience of Agile Project Management methodology
- ITIL Foundation V4/V5 level accreditation infrastructure or equivalent
Benefits:
- Competitive salary
- 10% of your time to work on cutting edge innovative projects
- High performers strong and diverse career progression
- Immediate access to core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance
- Flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave