Service Transition Manager
London - 240 BF

Job Reference: L2B-ITSO-09851

Location: London - 240 BF

Closing Date: 11/05/2020

Department: IM - Technology - Service Ops

Division: Informa Markets

Service Transition Manager
Informa Markets
Reports to: Senior Service Delivery Manager
Direct reports: Testing Resources, as required on ad-hoc basis

The Role
The Service Transition Manager leads and assures the performance of Informa Markets’ Service Transition processes, including Change, Release and Configuration Management, Validation and Testing, and Knowledge Management.

Job Summary/Responsibilities

Change and Release Management
• Ensure that all Informa Markets’ changes and releases are managed in accordance with the appropriate policies and procedures
• Monitor the health of Change and Release Management processes and procedures and identify any opportunities for improvements
• Chair the Informa Markets CAB

Validation and Testing
• Own the Informa Markets Test Strategy
• Ensure that all Informa Markets’ Changes and Releases are tested in accordance with the applicable Test Strategy prior to deployment
• Monitor the health of Validation and Testing processes and procedures and identify any opportunities for improvements

Configuration Management
• Manage the Informa Markets CMDB within ServiceNow
• Maintain the Informa Markets Service Catalog

Service Introduction / Transition Planning & Support
• Ensure Operational Readiness for services transitioning into Production
• Actively monitor the health of Service Transition, and introduce effective and efficient process improvements

Knowledge Management
• Maintain the Service Knowledge Management System
• Ensure that Knowledge is readily accessible to appropriate staff
• Ensure that Knowledge is current and accurate

Qualities needed for the role
• Skilled communicator, able to confidently engage at all levels up to executive
• Acts with integrity, tact and diplomacy to formulate trust at all levels
• Demonstrates high levels of Emotional Intelligence
• Positive approach, focussing on solutions rather than obstacles
• Able to remain calm and clear-thinking in pressurised situations
• Able to explain technical concepts clearly and meaningfully to a non-technical audience

Qualities needed for culture fit
• Able to adapt to changing requirements within a fast-paced, dynamic environment
• Experience working in a culturally diverse, global organisation
• Comfortable working as part of virtual global teams
• Able to work with minimal supervision

Skills required
• Minimum 5 years’ experience in Service Management roles, including at least 2 years within a FTSE250 organisation or equivalent
• Minimum 3 years’ experience within a Service Transition role
• Able to confidently engage at all levels, building strong relationships and influencing where appropriate
• Extensive experience working within an ITIL environment
• Subject matter expertise in ITIL Service Transition processes
• ITIL Intermediate qualification in Service Transition or similar
• Working in a culturally diverse, global organisation

• Worked within a Service Transition role in a Fortune 500 / FTSE 250 company
• ITIL Expert / ITIL Professional
• Experience working within events and exhibitions industry

Candidates must be eligible to work in the UK.


This position is now closed. We are no longer accepting applications for this position.