Service Transition Manager

  • Job Reference: R-00144075
  • Date Posted: 8 September 2021
  • Employer: RBS
  • Website: http://www.jobs.rbs.com
  • Location: Edinburgh
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Full Time

Job Description

Join us as a Service Delivery Manager

  • This role will see you collaborating with stakeholders at all levels across the bank to ensure the change & service transition function communicates effectively to key stakeholder groups
  • You’ll play a crucial role in fostering an environment of continuous improvement and supporting bank-wide stability through your delivery of service management disciplines
  • Join a collaborative and innovative team, where you’ll be recognised for your expertise and specialist knowledge of technology service management

What you'll do

You'll be responsible for working with the service managers for service transition and change management to turn process workflow and control change requirements into ideas that can be developed into the tool. This will include building process tool change ideas for submission to the ServiceNow delivery team, prioritisation of requested tool ideas in line with operational demand, update of process workflow and control changes into the intranet guidance, liaison with the operational teams to schedule and co-ordinate testing of tooling change

You’ll also be:

  • Building and maintaining the capability of your team to make sure that the levels of service and quality of deliverables meet the needs of the bank
  • Contributing to and supporting some of the wider technology and people-focused activities to fulfil the needs of the bank
  • Supporting the embedding and development of the change control framework
  • Using the systematic and relentless capture of data that drives process effectiveness and efficiency for increased change rigour and quality
  • Breaking down and articulating complex technical issues providing verbal and written communications which are effective across a variety of internal and external stakeholders
  • Collaborating, communicating, and influencing stakeholders internally and externally in your technology service management area
  • Setting the overall vision and strategy for your business area, and supporting your team to work effectively
  • Managing your team’s operations including finances, operational risks and continuous improvement activities

The skills you'll need

We’re looking for someone with advanced knowledge of technology service management disciplines and technical knowledge, including platform, technology, products and domains. You’ll also need to be a capable communicator and have the ability to communicate complex technical concepts to colleagues and stakeholders.

Additionally, you’ll need:

  • Knowledge of industry standard toolsets and processes to drive up customer service within an IT environment
  • Good experience of ServiceNow
  • Good collaboration and stakeholder management skills
  • Knowledge of Agile and DevOps practices covering value stream, portfolio, platform and feature team levels