Service Design and Transition Manager – Easyjet Careers

Website EasyJet

Job Description:

We have disrupted the way people travel since we started 25 years ago, and we don’t intend on stopping. We may be facing the biggest challenge in our history, but we are confident that throughout the pandemic we have taken the right action to build back stronger and better – and we want you to play a part in that and #belongherewithus.
We know that flexibility, balance and wellbeing are more important than ever right now. Whether that’s working remotely, part time, or needing extra support when times are tough – we are always #happytotalkflex.

Job Responsibilities:

  • Identification and Coordination of resources required for Service Design and Transition activities.
  • Ensure appropriate Service Design is considered for new / changed services, with support models defined, agreed, in place and tested for go-live.
  • Ensure that Non-Functional Requirements (NFRs) are captured and defined for all new / changed IT Services, including Quality, Capacity, Availability, Continuity, Cost, Support model, Monitoring, Reporting and Security needs.
  • Ensure that the stability of the production environment is preserved when new or changed services go live, and that risks are clearly understood and agreed to by all stakeholders
  • Ensuring that go / no go criteria are met and any exceptions / risks are managed and communicated
  • Ensure operational readiness of new services, i.e. they are delivered into production at the agreed quality and initial capacity, meet agreed customer / user expectations, and have defined, agreed and embedded support processes, and with OACs proven to be met prior to transition into production.
  • Ensure that the Total Cost of Ownership of new services is known and capacity cost models are understood.
  • Manages and controls the criteria for service acceptance and operational readiness of new /changed services, ensuring that Operational Acceptance Criteria (OACs) are defined for all NFRs.
  • Contribute to development of a set of core NFRs/operational service standards.
  • Ownership, governance, management and improvement of the Release Management process for IT services within the assigned area/s.
  • Establish and maintain Release Management processes for IT services that do not yet have defined release processes.
  • Manage compliance with easyJet’s Service Design and Transition, Release and Change processes, ensuring that all IT Teams, including Project Managers, Delivery Managers, Business Analysts, and Technical teams understand and engage with the Service Design and Transition processes.

Job Requirements:

  • Understanding of Agile software development and Project Management practices, e.g. Prince 2.
  • At ease with an easyJet culture that is informal, friendly, open and passionate.
  • High integrity and with a “can do” attitude.
  • Excellent influencing and persuading skills.
  • Ability to manage conflicting demands and priorities, with a proven track record of managing the change, release and transition aspects of multiple simultaneous new / changed IT services
  • Innovative and positive team player with excellent communication and service skills, confident in communicating / presenting technical issues and managing the demands of non IT staff and senior stakeholders.
  • Maturity in process design, compliance management and process improvement, backed up by the gravitas to influence and matrix-manage a range of non-direct reports within the wider IT team.
  • Gravitas to influence and matrix-manage a range of non-direct reports within the wider IT team.

Qualification & Experience:

  • High level of ITIL awareness, preferably supported by ITIL certifications, “Service Design”, “Service Transition” and “Service Operations”. ITIL foundation qualification is a minimum requirement.
  • Extensive and demonstrable experience of managing and improving Service Design and Transition processes.
  • A strong background in Service management roles, with solid understanding of service management frameworks and processes

Job Details:

Company: EasyJet

Vacancy Type: Full Time

Job Location: Croydon, England, UK

Application Deadline: N/A

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