Lead Service Transition Manager - HO - G7

The first duty of Government is to protect the public. Since 1782, the Home Office has led work to keep the country safe from those who seek to do it harm. 

The Home Office covers three systems: Homeland Security, Public Safety and Borders, and Immigration and Citizenship. These systems work collaboratively to deliver our cross-cutting priorities, whilst providing increasingly efficient and secure services for the public. 

Digital Data and Technology (DDaT) enables the Home Office to keep citizens safe and the country secure, as well as at the front line of making the Home Office a modern and capable department at a time of unprecedented global change. 

Working in service transition, you will be part of a team who is accountable for ensuring that any designs for new or changed IT services:

• are supported by the required resources necessary to operate and manage the service
• deliver required levels of availability, reliability and performance
• adhere to relevant industry, government and Home Office standards
• are robust and affordable
• are comprehensive and forward looking

Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with senior management and other teams with a view of the bridge between projects/programmes and the operation/support of the ongoing services.

You will contribute to the definition of standards for service transition and continual improvement.

Through excellent stakeholder management skills, you will be expected to leverage people, processes, suppliers and tooling in both day-to-day and longer term goals whilst understanding the user experience and end-to-end impact of technology within the business. You will be managing teams and coaching junior members of the team to enable upskill them in service transition.

Hybrid working

DDaT is geographically spread across a number of locations with most staff working in line with the Department’s hybrid working arrangements (a minimum of 60% of time in an office location, with the remainder working from home). You will need to agree a base location of either Cardiff, Croydon, Glasgow, Hendon, Manchester, Sheffield OR Southport and there will be a requirement for occasional travel to other locations.

Job description

As a Lead Transition Service Manager, your main day to day responsibilities will be to:

• Enable the process to transition projects to live service in a safe and structured manner, engaging with project teams and Enterprise Services teams to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
• Ensure and assure that the required people, processes, suppliers and tools are in place to accept new services.
• Drive work forward to meet delivery deadlines, without compromising quality of delivered service.
• Make recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.
• Work collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.
• Drive the transition process, including prioritisation, risk management and dependency activities to ensure effective transition.
• Onboard the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming.

Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week).

Person specification

Please note that this role requires Security Clearance, which would normally need 5 years’ UK residency in the past 5 years. Candidates must also hold or be prepared to undergo NPPV3 clearance.

Essential criteria

As a Lead Service Transition Manager you will have experience of:

• Designing and managing changes to service and creating associated documentation.
• Producing high quality deliverables in a variety of contexts / environments.
• Applying a structured and methodical approach to problem solving.
• Applying a breadth of knowledge of technical skills and applications. 
• Effectively communicating and setting expectations, with stakeholders, both internal and external to your direct team and the Home Office.
• Designing, owning and maintaining the process and procedures and proactive development of service transition and acceptance documentation.
• Working in enterprise scale IT transition teams and adhering to industry best practice. 

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework).

SFIA capability framework

Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all levels in the Home Office. This is a link to the capability framework:  All skills A - Z English (sfia-online.org)

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.

SFIA levels of responsibility – Use the SFIA Levels of responsibility to understand what would be expected for each Technical Skill listed below, which are required for your role:

Strategy and Architecture:

• Advice and Guidance
  • Methods and Tools (METL) - level 3

Change and Transformation:

• Change Implementation
  • Project Management (PRMG) - level 3
• Change Analysis
  • Business Situation Analysis (BUSA) - level 4

Delivery and Operation:

• Service Management
  • Service Acceptance (SEAC) - level 4
• Technology Management
  • Technology Service Management (ITMG) - level 4

 Relationships and Engagement:

• Stakeholder Management
  • Stakeholder Relationship Management (RLMT) - level 4

Qualifications

ITIL v3 or v4 Foundation qualifications are essential for this role.

(Additional ITIL modules are desirable).
(ITIL v3 Expert or ITIL v4 Managing Professional is desirable).

Technical skills

We'll assess you against these technical skills during the selection process:

• Methods and Tools (METL) – level 3
• Project Management (PRMG) – level 3
• Business Situation Analysis (BUSA) – level 4
• Service Acceptance (SEAC) – level 4
• Technology Service Management (ITMG) – level 4
• Stakeholder Relationship Management (RLMT) – level 4