Job Description

Talent Street is looking for an IT Service Transition Manager for one of our Victorian State government clients.

 

Context:

 

The organisation is undergoing an enterprise-wide digital service transformation which will transition its case management processes from existing systems and paper-based processes to a Microsoft Dynamics 365 CRM and user portal. The implementation will occur over a series of transition milestones which will increase the demand for IT service support over time.

 

The CRM will also be used to support the establishment of new service lines that may require new integrations with additional service partners.

 

The introduction of the cloud-based technology requires the establishment of continuous iteration/continuous deployment and triage services, compliance and vigilance with Security standards, and continually enabling the benefits of digitising the org’s services against maintaining the ongoing cost of the systems within budget.

 

 

Role purpose:

 

The IT Service Introduction & Transition Manager will establish a best practice IT Operating Model required to enable, sustain and optimise the org’s new CRM.

 

 

 

Deliverables:

 

The IT Service Transition Manager will be responsible for the planning and co-ordination of resources to ensure that services are effectively transitioned into an interim then consolidated IT service operations.

 

• Working closely with the Program Director, plan and manage the activities required to review and accept releases and data migration, and cutover IT service management tasks as the system is deployed by the project team into production. The role will collaborate with the Program Director to define the scope, duration and support structure of hypercare services and ensure a smooth transition from hypercare to optimised CI/CD operations.
• Design, implement and maintain data-driven IT service demand management forecasting, prioritisation, estimating and management frameworks from helpdesk to change deployment, including business engagement & expectation management.
• Establish and maintain adherence to agreed/appropriate design and security standards through documented quality and compliance processes. Maintain a central solution documentation repository containing solution design documents, infrastructure documentation, process and incident response, business continuity and disaster recovery documentation.
• Collaborate with the Program Director, IT Director and other service partners to enable the integration of existing software components with the new CRM where necessary and manage the transition/consolidation of those components within the new secure, ongoing Azure tenancy.
• Design, operationalise and maintain performance management, continuous improvement and reporting tools/processes covering solution performance, support service and CI/CD quality, and other agreed maturity uplift areas.
• Embed appropriate risk and issues identification, management and reporting processes and drive a culture of transparency and accountability within the team. This will be underpinned by a strong awareness of and commitment to data security standards and compliance.
• Continually manage solution's total cost of ownership within budget by maintaining the existing TCO model by support sustainable solution architecture and change related decisions, data-driven demand forecasting, up-to-date software bill of materials and strategic & operational vendor management.
• Support the relevant executive(s) in developing the design and transition of the IT support function to a centrally managed one within CSV.
• Manage the transition phase, including risk management, timeline coordination, and resource allocation to ensure smooth handover to BAU IT operations.
• Facilitate training sessions and create detailed documentation to support the BAU team in managing the new CMS systems post-transition.

• Act as a primary point of contact for resolving any issues that arise during the transition period and ensure that effective solutions are implemented promptly.

 

Capabilities:

 

• Extensive IT Service Transition Management: The candidate is expected to manage the transition from legacy systems to a new cloud-based CMS, requiring strategic thinking, technical knowledge, stakeholder management, and ability to execute/deliver.
• Experience with CI/CD: The implementation of continuous deployment and iteration frameworks is a major aspect of the role, requiring deep experience in CI/CD practices.
• Microsoft D365 and Azure Knowledge: The candidate will need to manage the strategic transition as well as assist the day-to-day CI/CD operations. A high level of expertise in managing Microsoft Dynamics 365 and Azure services is required.
• Cost and Risk Management: Demonstrated experience in managing the total cost of ownership (TCO), forecasting IT service demand, and embedding risk and issues management are critical.
• Organisational Change Management: Knowledge of the organisational change phases and how to manage them effectively.
• Stakeholder Management: Extensive experience engaging with senior executives and service partners to influence decisions and manage expectations.

 

Behaviours:

 

• Energetic, adaptable and resilient leader who understand and embraces the flexibility and effort required to operationalise transformative change, proactively anticipating and managing the organisational coordination required
• Driven by user centric outcomes
• Establishes the confidence of/effective relationships with peers, stakeholders and partners to seize opportunities to influence, collaborate, enable strategic priorities, and manage issues
• Accountable, visible and communicative leader who is willing and able to manage the expectations of a large range of user cohorts and stakeholders. 

 

 

Please apply now or contact Cheska Mitra, Delivery Consultant @ Talent Street - cmitra@talentstreet.com.au for further information.