Service Design & Transition Manager

Luton/Hybrid   

COMPANY

When it comes to innovation and achievement there are few organisations with a better track record. Join us and you’ll be able to play a big part in the success of our highly successful, fast-paced business that opens up Europe so people can exercise their get-up-and-go. With over 250 aircraft flying over 700 routes to more than 30 countries, we’re the UK’s largest airline, the fourth largest in Europe and the tenth largest in the world. Flying over 70 million passengers a year, we employ over 10,000 people. Its big-scale stuff and we’re still growing.

 Job Purpose

 Reporting into the Team Manager, this role leads Service Design and Transition activities for their area/s, forging relationships with key stakeholders to ensure successful transitions of new/changed services from design to live, and ensuring that Service Design and Transition policies and procedures are applied and followed:

·       Ensures that new services transition into production smoothly and can be operated in a way that is consistent with agreed service levels and agreed operational cost model.

·       Manages the quality and implementation of changes to production services, through Release Management methodologies and governance of Change Control.

·       Is responsible for the quality of all IT releases into the live environment, managing and controlling the release process of new internally and externally developed software, upgrades and other developments.

·       Will monitor, manage and resolve issues; whilst continually striving to improve service, and ensuring that all processes, procedures and deliverables are closely aligned to the Project Management and Software development methodologies, and pro-actively identifying opportunities for improvement.

 Job Accountabilities

Ensure that projects, new services, releases and changes move smoothly from development into production, ensuring compliance of all easyJet IT teams and third party suppliers with the Service Introduction, Release Management and Change processes

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. 

·       Contribute to development of a set of core NFRs/operational service standards.

·       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.

·       Ensure appropriate Service Design is considered for new / changed services, with support models defined, agreed, in place and tested for go-live.

·       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 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

·       Ensure that the Total Cost of Ownership of new services is known and capacity cost models are understood.

·       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.

·       Identification and Coordination of resources required for Service Design and Transition activities.

·       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.

·       Act as a point of escalation for all Service Design and Transition activities for the assigned area/s.

Skills & Experience

·       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.

·       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

·       High level of ITIL awareness, preferably supported by ITIL certifications, “Service Design”,  “Service Transition” and “Service Operations”.  ITIL foundation qualification is a minimum requirement.

·       Understanding of Agile software development and Project Management practices, e.g. Prince 2.

·       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.

·       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.

 Please note, the role may require occasional work outside normal hours to support new service transitions and releases.

What you’ll get in return 

·Competitive base salary 

·Up to 20% bonus 

·25 days holiday 

·BAYE, SAYE & Performance share schemes 

·7% pension 

·Life Insurance

·Work Away Scheme

·Flexible benefits package 

·Excellent staff travel benefits 

About easyJet

At easyJet our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service.

It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.

 We support hybrid working and we spend three days per week in the office.

Apply

 Complete your application on our careers site.

We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates