Oct 17, 2019
Title: Service Transition Manager Location: Chichester, UK We are in one of the most dynamic periods in our history as technology; globalism and economic diversity create far-reaching changes in the world. The demand for knowledge and learning has never been greater, and Wiley is at the forefront of meeting that need. As a learning business, we make meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. Summary The Service Transition role supports the business and publishing applications to meet business needs. It includes third line support activities such as answering queries, coordinating and overseeing technical work, triaging defects and enhancement requests coming through our support systems and verifying these are adequate once delivered by Global Delivery. The configuration of systems will be undertaken in line with the agreed road maps and in accordance with standards established by the Architecture team. This role is core to driving all new service entrants into the Application Maintenance and Support model. This role will lead the transitions from development to production readiness, service reviews with the business to establish SLAs and metrics, facilitate changes to SOWs, M&A activity as it relates to application support, as well as transformational changes to current business processes and training/communication to relevant stakeholders ensuring that the service is properly supported from day one and proper information is provided to the service teams to ensure that the business needs are met. In addition, the Service Transition Manager will own the process & service model around service transition working in conjunction with other service delivery stakeholders, such as the NSOC, Service Desk, Application Support teams, and Business product leads, to ensure that our transition methodology meets the ever changing needs of the business. The manager will oversee a team of transition leads that will guide and enforce the service model and policy defined by the manager. This role will play an active role in clearing obstacles and ensuring that services transition from development into operations as efficiently and effectively as possible. Responsibilities Responsible for the delivery of new applications, attained via M/A or native implementation, into the Application Support Group Deliver all Service Transition Projects and Programs in line with recognized best practice methodology, (service level definition, governance, quality assurance, monitoring/instrumentation, issue resolution, reporting) Develop the best practices utilized by Service Transition & the larger delivery teams Design, Develop and Utilize standard Production Readiness checklist for transitions Deliver customer advocacy via exemplary Service Transition project delivery Own the coordination of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables Produce detailed project plans to manage interdependencies & communicate with stakeholders with regards to onboarding applications through our service transition process Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues Define the budget as well as manage on a day to day basis the expenditure within the Service Transition, ensuring all costs are recorded against products and services delivered Ensure products and services delivered within the Service Transition are within time and budget constraints and meet the required level of quality Monitor the program/project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction. Play back and drive these improvements with peer leadership team members to coordinate resourcing as needed. Provide periodic readouts to the Vice President and other executive stakeholders of the health of our support transitioning practice and make active recommendations on how to improve our approach to onboarding services into operational readiness. Requirements Extensive vendor selection, management and negotiation experience Extensive customer relationship management experience Experience in how to liaise with internal and vendor senior management Ability to schedule and use resources effectively Sound analytical and problem-solving skills Strong communication skills Demonstrable experience and capability to manage projects autonomously Experience leading, project managers, technical resources assigned to Transitions Candidates with Service Delivery Operations or similar disciplines will be considered with relevant project management experience Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution Commercial experience managing projects to budgetary constraints and where effective commercial change control has been incorporated Understands complex technical concepts Good people management skills Sound analytical and problem-solving skills Self-motivated and forward thinking Team player Direct experience in managing service/operations teams Wiley is an equal opportunity employer and does not discriminate on the basis on race, color, creed, national origin, sex, sexual orientation, religion, age, disability or other legally protected status. Employment is contingent upon the successful completion of a background check and employment review.
Wileyed Solutions Chichester Gate Leisure Park, Terminus Road Unit R1A, Chichester PO19 8EL, UK Full-Time