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Job Details


Allegis Group

Transition Manager

Computer and Mathematical

All

Full Time

No

Catonsville, Maryland, United States

Overview

Job Summary:

The Transition Manager works within the End User Services team and is responsible for participating in the full life cycle management of standard IS processes, procedures, and tool applications in support of Allegis Group IS. These responsibilities include leading and developing the service transition strategy and associated processes to maximize the quality of service to Allegis IS customers ensuring service requirements and support are successfully achieved at all times. Service Transition undertakes standard processes and documentation to engage with projects in a structured fashion to transition applications and systems into production in a manner that guarantees a sustainable support model. The Transition Manager is responsible for assessing the transition scope and characteristics of each project in order to construct and execute an appropriate transition plan, communication plan, and service design package, as well as identify any operational risks or issues.

The primary focus for this position is to ensure the smooth ongoing operation and support of the solution, and the successful technical deployment to Allegis Group and its customers but may also have responsibilities relating to strategic initiatives that drive organizational change, enhance the customer experience, and other administration support activities.

Responsibilities

Essential Functions:

  • Plan and oversee the transfer of information necessary for the support, operation and acceptance of solutions deployed into production. This includes the service design package, operational readiness, operational acceptance testing, support documentation and acceptance checklists
  • Ensure service transition is planned and executed to ensure smooth transition to production
  • Implement and deliver against the transition plans, including infrastructure/application support models, change management, learning and communication deliverables
  • Monitor the effectiveness of installations and ensure appropriate recommendations for change are made
  • Ensure that Operating and Service Levels are defined and meet the business requirements
  • Articulate and translate the Non-Functional Requirements into operational acceptance criteria and quality measurements
  • Enhance existing service designs (service models) to compliment the new services
  • Design the service support model in collaboration with the service owner to ensure the new solution is supportable
  • Manage the service introduction process into the Service Desk applications
  • Manage the service transition process into Application and Infrastructure teams
  • Assist in the enhancement of the Service Readiness and Assurance checklists
  • Design and setup the Early Life Support period in alignment with the Project lifecycle
  • Identify and manage the knowledge transfer activities required by the receiving support teams
  • Ensure that the timelines and documentation requirements are understood by the IS Managers, Project Managers and Service Providers
  • Develop, implement, and maintain process definitions, process flows, process integrations and procedures for Client, internal, and supplier processes
  • Analyze performance of process activities, identify problem areas, and devises and delivers solutions to enhance the quality of service and prevent future problems
  • Participate in project planning, status reporting, and issue resolution
  • Assess the need for process improvements based on activity trends and makes recommendations for improvements
  • Assist in the definition of standard operating procedures for processes
  • Assist in the risk management activities associated with transitioning and transforming the way processes are implemented and supported
  • Ensure that all work is visible, tracked and managed to exceptional quality standards and process adherence

Supervisory or Management Responsibility:

  • Manage Transition Services team (Reporting, Quality Assurance, and Knowledge Management) by providing clear direction, assessing performance, identifying development needs, providing coaching, and counseling and working with the IS Delivery Manager on team development plans; this includes recruitment and disciplinary actions as necessary
  • Assists in team development while holding teams accountable for their commitments, removing roadblocks to their work and mentoring team members
  • Ensures each team member is engaged and making a meaningful contribution and encourages a sustainable pace
  • Established operational/team objectives and goals
Qualifications

Minimum Education and/or Experience:

  • BA/BS degree in Information Technology or Business-related field
  • Experience with high value and/or high complexity IT outsourcing contracts, financial analysis, and business risk analysis
  • Experience of Help/Service desks and IT Operations staff to ensure that availability and capacity management is correctly established, and Service Improvement Plans are properly processed
  • Experience of vendor management processes
  • Advanced communication skills, particularly the ability to communicate technical information to non-technical audiences
  • Strong interpersonal and consultative skills to effectively serve as an organizational advisor of process
  • ITIL v3 Expert or other senior IT Service Management certifications (CMMI, COBIT, ISO, LSS, etc.)

Skills / Abilities:

  • Ability to work independently and with a team to handle all issues while working under time constraints
  • Ability to handle multiple tasks and high-priority issues simultaneously
  • Able to exercise independent thought and judgment and adapt to new tasks with little notice
  • Detail and results oriented and able to prioritize tasks in a multi-tasks environment
  • Ability to interface well with all levels of the technical and business community
  • Excellent organizational, communication (written & verbal) and interpersonal skills
  • Process oriented
  • A demonstrable commitment to IT methodologies, processes and standards for transition planning and support
  • Strong interpersonal and consultative skills to effectively serve as an organizational advisor of process
  • Strong analytical, critical thinking, and problem-solving skills
  • Experience in working with offshore IT vendors
  • Good understanding of the customer strategy, services, and business processes
  • Ability to work and team effectively with IT Services groups and other management personnel including on a global basis
  • Travel as required

Core Competencies:

  • Build relationships
  • Develop people
  • Lead change
  • Inspire others
  • Think critically
  • Communicate clearly
  • Create accountability