Service Design And Transition Manager (It)

Scope

The successful candidate will be defining, socialising and embedding our approach to Service Design and Transition at Knight Frank. They will be using the approach to ensure all products and services have a clearly defined support model, with roles and responsibilities understood.

The Role                                                                                                                                                        

The purpose of this role is to lead all Service Design and Transition activities ensuring new products and services and changes to existing products and services, where material, are transitioned seamlessly into BAU with the appropriate measures, support and security in place.

Knight Frank runs a hybrid technology support model with both internal and external resolver groups providing, maintaining and supporting technology solutions. The Service Design and Transition Manager role will be responsible for ensuring each Product or Service has a defined and socialised support model with responsibilities clearly defined.

Acting as a guardian for Technology Operation, the role will drive collaborate across the business to embed the service management culture within the Product and Project Lifecycle balancing their requirements with the needs of the service.

Responsibilities

Your responsibilities will include:

• To act and be the main interface for Product and Project stakeholders for all Service Design and Transition requirements and deliverables.
• Design and evolve a Service Design and Transition framework aligned with the project and product lifecycles.
• Design and evolve the Service Architecture framework the Architect community will design solutions to.
• Review all existing Products and Services and ensure a well-defined and understood service model is in place.
• Creation and maintenance of a Service Catalogue within our ITSM tool, ServiceNow.
• Formalise the Service Acceptance Criteria and its sign-off process.
• Educate colleagues and advocate the Service Design and Transition framework.
• Delivery of all High-Level Support Models (HLSM) and support journey mappings.
• Professional experience, qualifications, and personal skills profile

Qualifications Required:

• ITIL v3 or V4 Foundation
• Project Management or DevOps Methodologies – Prince2 / PMP / Scrum / Agile / Waterfall
• Right to live and work in the UK.

Experience Required:

• Around 5+ years’ experience working in a Service Operations or Project Management role within an ITIL environment, ideally having held one or more roles in Service Design and/or Transition.
• Around 2+ years’ experience managing a team
• Proven portfolio of designing and landing new services
• Ability to influence stakeholders, collaborate and present in person, to groups or virtually.
• Customer facing both internal & external
• Adapting to change within a high -pressure environment
• Ability to reprioritise activities based on changing requirements and or conflicting priorities
• Experience of delivery/working within ITIL environment
• Experience of Line Management / people management
• Experience of working and engaging with both technical and non-technical staff
• Experience of delivering SLA/KPIs

Person Specification – Personal Attributes and Skills

• Passionate to improving existing ways of working.
• Highly organised, systematic and adaptable, with an excellent attention to detail, with the ability to recognise the relative importance of technology issues and to prioritise work effectively.
• Ability to work with all members of technology and business customers, in a professional and yet dynamic and creative environment, fostering an open, friendly and constructive working relationship with all members of the Knight Frank team.
• Ability to build relationships and communicate at all levels within an organisation

About Knight Frank

Knight Frank is the world’s leading independent international property consultancy, headquartered in the UK, offering agency and professional advice across Commercial, Residential and Rural sectors. Established in 1896, Knight Frank now comprises a global network of 19,030 people in 512 offices in 60 territories. 

We believe property is important - it’s a part of everyday life as well as being the lifeblood of the global economy. What’s more, people want to be inspired by the places where they live, work, shop and play. So, our ambition is to connect people and property perfectly - whether commercial or residential, for occupation, development or investment. Our insightful research further strengthens our ability to achieve this for our clients.

Since our foundation, we’ve built a unique, internationally connected, independent organisation that prioritises long-term client relationships over one-off wins. And we understand that it’s only because of the commitment and passion of our people, who tirelessly deliver excellent client service, that we will continue to thrive. We aim to expand, not for the sake of getting bigger, but to make sure we can deliver our expertise wherever our clients need it. So, as the business grows, we stand ready to deliver on our commitment – locally expert, globally connected.

Our commercial business acts on behalf of institutional, private equity, family offices, sovereign wealth, corporate tenants and real estate companies globally. Our services include but are not limited to office, retail, industrial, leisure, occupier as well as specialist sectors such as student property and healthcare.

Our residential business is involved with some of the most prestigious residential properties around the world, offering a wide range of services including sales, lettings, residential development and consultancy across the global network.

Please note: this is a Direct Search led by Knight Frank. Applications from recruitment agencies will not be accepted nor will fees be paid for unsolicited CVs.