Service Design

**Position Title**:Service Design and Transition Officer

**Reports to**:Manager - Service Management

**Department**:Technology Services**

**Approved by**:Chief Technology officer

**1. **Purpose and Role**

As the Service Design and Transition Officer you will have a remit of leading all service design and transition activities across Technology Services. You will act as the prime interface for Service Management where you will work closely with the Projects and other Change leaders to transition the business to a mature state of Service Management and seamless customer interaction.

This position includes responsibility for documenting and agreeing the service design and transition scope, strategy and framework. This will be championed both internally and externally defining service requirements for new services and ensuring deployments meet the requirements as specified in Service Design Packages.

The role will focus on developing and achieving consistent, simple to use tools and processes for all stakeholders while enabling, transparency, accessibility, self-service enablement and ongoing support of users of Technology services and products

Champion the focus on the customer experience across Technology and Projects

**2. Staff **Authority**

**Responsible to**:Manager Service Management

**Responsible for** staff**:No

**Budget**: NIL

**3.** **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.

**4. **Key Challenges** are**:

- Leading and motivating peers and employees across other business** **functions, in line with the delivery objectives.
- Assist the in the adoption of a customer centric focus across Technology and projects
- Embedding a Service Management culture within the wider team and Lead all Service Design activities for both Network and IT Operations.
- Ensuring the Managed Service Partner and Vendors meets their obligations for service design and transition activities.

**5.** **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).
- Experience performing roles in complex organisations with multi-sourced delivery

to projects and the design and introduction of standard services.
- 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.
- Develop and maintain relationships with key members of Healthscope and second level resolver groups.
- Attend (and where possible, lead) meetings with project, change and service delivery teams

COMPETENCY GROUPS

**COMPETENCY**

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**DEFINITION**

Attention to Detail

Showing concern for all aspects of the job; accurately checking processes and tasks; identifies errors or omissions; total task accomplishment.

Communication Skills

Ability to convey a message or transfer ideas and information to people via verbal and written methods and actively listens to responses.

Customer Focus

Gives high priority to internal and external customer satisfaction. Determines the needs and manages expectations of the customer and delivers solutions to best meet those needs.

Information Mo