Service Design and Transition Officer

7 hours ago

Melbourne, Australia Talented Personnel Full time

A supportive, safe and friendly workplace culture
- WFH Flexibility
- Based in St Kilda

**Duties and Responsibilities**
- Establish, maintain and embed the Service Design and Transition capabilities and practices across all Technology services and products
- Designing and developing high-quality service solutions and tools to deliver simple to use, transparent and effective user experiences.
- Liaise between the service management team, technology product owners, project managers, design & development teams, users and partners/suppliers to ensure the smooth and successful transition of new and changed services, executed to high quality standards.
- Lead the transition planning and support strategy, framework and process. Driving continuous improvement of all capabilities and practices through transparent measurement of performance with an emphasis on minimising manual effort and maximising data driven improvement.
- Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services.
- Ensure new Service and support models continue to evolve in line with any changes of the BAU organisations and expansion of the scope of the new technology capabilities.
- Leading, planning and coordinating service transition activities across functions, projects, suppliers and service teams.

**Key skills and experience**
- Tertiary qualifications in a relevant discipline or equivalent experience.
- Service Design and Transition experience.
- Service Management qualifications - ITIL Version 3 or 4.
- Experience implementing and running Service Design processes and functions service management lifecycle (strategy, design, transition, operations and Continuous Service Improvement).
- Broad knowledge of technology services and how they are delivered and consumed, service management tools and best practice.
- Communication and influencing skills to obtain adoption of Service Design principles where conflicting priorities exist (i.e. the adoption of Service Design in projects focused on timeframes and delivering technology solutions).
- A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
- Attend (and where possible, lead) meetings with project, change and service delivery teams

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