SERVICE TRANSITION MANAGER

IBM

Full Time

Experience: 1 - 7 Years

Location: (GUADELOUPE - FRANCE)

Salary: 110000 - 150000 USD Per Year

This company is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers.
Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders
Many organizations use a multi-leveled team for end-to-end Service Delivery. Each member of the team delivers a small and specific task.

Service Design, Implementation & Testing

Service Take-On

Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
Develop Customer Induction Packs to enable on-boarding of resources at the start of the Service and ongoing;

Service Stabilization or Hyper Care

Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support;
Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved;
Define criteria as a quality gate for transitioning from Stabilization into BaU support;
Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible;

Operational Service Management

You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;
Command authority naturally – You don’t need borrowed power to enlist the help of others – you just know how to do it – you are optimistic and are viewed in a favorable light and are valued by the organizations you work for;
Possess quick sifting abilities, knowing what to note and what to ignore – The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
Set, observe, and re-evaluate priorities frequently – You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input;
Ask good questions and listen to stakeholders – Great project managers don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders

Do not use information as a weapon or a means of control – You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it.
Possess domain expertise in (agile) project and service management – You will end up not just having generic management skills; you will also have a deep familiarity with the multiple fields that operates in, the tools we operate, and the approaches we deploy that gives you a natural authority and solid strategic insight;
Exercise independent and fair consensus-building skills when conflict arises – But you embrace only as much conflict as is absolutely necessary, neither avoiding nor seeking grounds for control of a particular project segment;
Cultivate and rely on extensive informal networks inside and outside to solve problems that arise – You identify any critical issues that threaten projects and handle them resolutely (vs. ignoring them);
Look forward to going to work – You believe that service delivery management is an exciting challenge that’s critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training