IT&D Manager, Service Transition
Reckitt
We are Reckitt
Information Technology & Digital
Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.
Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.
About the role
Ensure that the introduction of new and modified services happens in a planned, controlled and timely manner to maximize benefit and to minimize disruption to day-to-day serviceMaintain a consistent framework for service readiness, operational acceptance and risk mitigation across all transitions
Strengthen cross-functional collaboration between project, operations, and support teams during service deployment and hypercare phase
Ensure BAU operations is setup properly - Ways of working defined and agreed between all internal and external stakeholders
Your responsibilities
Accountabilities
• Accountable for key ITSM processes relating to Service Introduction and Service Transition
• Ensure smooth and seamless support transition from project phase into Hypercare stabilisation phase and finally hand over to business as usual
• Execution of Toll Gates for project / program releases through the support partners and Support Enablement team
• Ensure knowledge transfer to all entities in the support chain has been signed off
• Agree the impact on Support charges for service Introduction and decommissioning
• Responsible for clear, accurate and punctual communications to internal and external stakeholders with respect to transition progress
• Retain accountability in line with vendor responsibility to manage Service Transitions
• Ensure appropriate reporting is in place to monitor the effectiveness of processes. Produce metrics for service transition on a regular basis for discussion is service reviews with vendor as required.
• Lead continual service improvement initiatives related to the transition function
Key Challenges:
• RB has a complex IS landscape that reflects the rapid growth and the global nature of the business. This needs to be streamlined at the same time as driving large scale change forward. This role will need to quickly establish an understanding of the current landscape and the road map to achieve the desired future state.
The experience we're looking for
Skills & Experience required:
• Proven track record in Service Transition for complex IT solutions
• Preferred Experience level of close to 15 years in Service Transition/ Service Introduction.
• Strong Presentation, Stakeholder Management, Communication & Facilitation skills with intense customer orientation
• Must be a self-starter, proactive and highly organised
• Ability to deliver through vendors and other teams in a matrix organisation
• Ability to deliver compelling presentations to business (non-IT) audiences
• Have excellent communication skills at all levels with the ability to convey complex information
• Have a comprehensive understanding of the key elements and processes relating to service
• Ability to effectively interact with all internal stakeholders involved in providing service to the customers at all levels in the organization.
• Role based out of Hyderabad with an expectation to be in Reckitt office for 50%.
Technical / professional qualifications:
• ITIL V3 & V4 Foundation (must) & Advanced Certification in 1 or more modules.
• PMP / Prince 2 and/or equivalent project methodology (desirable)
• Agile Methodology (desirable)
• Exposure to create/ modify Power BI executive level reporting (desirable)
• Experience of transitioning complex programs /projects.