Service Design and Transition / Readiness Manager - DXC
(2022-03)
Working as a Service Design and Transition Manager within DXC on a number of Key projects for Defra and BAE. SC Security Cleared.
- End to End Service Design & Transition - For Defra working on 9 Service Design Packs and Transitions covering areas such as Azure Cloud, File Store, Remote Support and a number of security products DLP, TVM and MFA. For BAE / MOD – working on 3 Defence related Service Design and Transitions with internal and external support teams covering Infrastructure, Networks and EUC.
- Service Model Design – Design the overall support model for a number of projects (Defra, BAE) utilising both internal support teams and external suppliers to ensure an effective and efficient support model to meet the businesses needs and requirements. Understanding elements such as support provider capabilities and resources, user journey, roles & responsibilities, methods of communication with clear escalation and notification, appropriate systems and tools etc.
- Transition Management / Service Readiness & Acceptance Criteria - Transition new or amended services into Operations. Strong experience of transitioning new services using Service Acceptance Frameworks and Systems Engineering methodologies ensuring effective Change and Release & Deployment procedures are used to minimize impact on the Live environment and to continuously improve processes using effective Change Advisory Board meetings and pre and post implementation review meetings.
- Stakeholder Engagement / Workshops – Chair and facilitate workshops to go through Service Design and Transition activities such as Support Model, User Journey, Incident Management, Operational Readiness Artefacts, Testing, Go Live, Warranty & Early Life Support etc.
- Service Management Processes – Update all key ITIL processes via stakeholder meetings with support teams to ensure everyone understands the core processes and roles and responsibilities.
- Key Documents – Service Design, Playbooks, Reporting, SLAs, Service Readiness etc
- Knowledge Transfer / Training – As part of transition - Good KT sessions, guides, play back sessions to ensure teams can support and deliver services. Helps create effective service culture.
- Cloud Technologies - Projects part of Cloud technologies and Infrastructure (SaaS, IaaS, PaaS), Microsoft Products
- Monitoring – Worked with support teams to ensure monitoring set up, tested and accepted by support teams.
- SLA's, OLAs – Ensure effective service and operational agreements are in place.
- ITSM Toolsets – ensure toolsets designed and updated to meet project requirements
Service Design & Transition - EBRD (European Bank of Reconstruction & Dev)
(2021-08 - 2022-02)
Working within the Service Design and Transition Team working on Data Centre Migration projects, new Data Centre's, new infrastructure and applications.
- End-to-End Service Design and Service Transition / Service Readiness – Working with a number of Outsourced Suppliers and Internal teams to ensure the systems are designed, built, tested and implemented effectively. Ensure from a Service Design perspective that the right artefacts have been created, assured and signed off. From an operational readiness perspective, utilize agreed Service Acceptance Criteria to ensure all readiness activities are completed effectively and signed off by stakeholder
- Service Model Design – utilising both internal support teams and external suppliers to ensure an effective and efficient support model to meet the businesses needs and requirements. Understanding elements such as support provider capabilities and resources, clear roles & responsibilities, methods of communication with clear escalation and notification, appropriate systems and tools etc.
- Service Management Processes – Update all key ITIL processes and ensure run books in place. Via stakeholder meetings with support teams to ensure everyone understands the core processes and roles and responsibilities.
- Stakeholder Engagement / Workshops – Chair and facilitate workshops to go through Service Design and Transition activities such as Support Model, User Journey, Incident Management, Operational Readiness Artefacts, Testing, Go Live, Warranty & Early Life Support etc.
- Knowledge Transfer / Training – As part of transition - Good KT sessions, guides, play back sessions to ensure teams can support and deliver services. Helps create effective service culture.
- Security Operations Center (SOC) / Cyber Security – Work with SOC and support teams on security management playbook and ensure robust service mgt processes, updating alerting tools and testing key incident scenarios.
- ServiceNow – Work with build, Snow and Vinci teams to integrate new build of Solarwinds.
- SLA's, OLAs – Ensure effective service and operational agreements are in place
Service Architect / Service Design & Transition - Home Office
(2018-12 - 2021-05)
Working within the Service Architecture, Design and Introduction Team within Border Control on a number of complex high level security projects. Worked on a number of projects for Border Crossing, Semaphore, Digital Passenger Services, Data Centre Migrations, WI, etc. SC Security Cleared.
- Agile Project environment – Within Border Control programmes an Agile environment is used to design and deliver projects. Via the use of Agile Sprints, agile processes, agile tools, use of Jira and confluence.
- Cloud Technologies - Projects part of Cloud technologies and Infrastructure (SaaS, IaaS, PaaS), Microsoft Products
- End-to-End Service Design and Service Transition – Working with a number of Outsourced Suppliers and Internal teams to ensure the systems are designed, built, tested and implemented effectively. Ensured from a Service Design perspective that the right artefacts had been created by the Suppliers and assured and signed off. From an operational readiness perspective, used agreed Service Acceptance Criteria to ensure all readiness activities were completed effectively and signed off by stakeholders.
- Service Model Design – Design the overall support model for a number of projects (Border Crossing, WI, Semaphore, Digital Passenger Services) utilising both internal support teams and external suppliers to ensure an effective and efficient support model to meet the businesses needs and requirements. Understanding elements such as support provider capabilities and resources, clear roles & responsibilities, methods of communication with clear escalation and notification, appropriate systems and to
- Stakeholder Engagement / Workshops – Chair and facilitate workshops to go through Service Design and Transition activities such as Support Model, User Journey, Incident Management, Operational Readiness Artefacts, Testing, Go Live, Warranty & Early Life Support etc.
- Service Management Processes – Update all key ITIL processes and ensure run books in place. Via stakeholder meetings with support teams to ensure everyone understands the core processes and roles and responsibilities.
- Effective Knowledge Transfer / Training – Good KT sessions, guides, play back sessions to ensure teams can support and deliver services. Helps create effective service culture.
- Security Operations Centre (SOC) / Cyber Security – Work with SOC and Support teams on security management playbook and ensure robust service mgt processes in place, updating alerting tools and testing key incident scenarios.
- Splunk – Worked with security team and support teams on Splunk events for SIEM tooling service from a service design and transition mgt perspective.
- SLA's, OLAs – Ensure effective service and operational agreements are in place.
- Change & Release Management – work with the change and release teams to ensure change matrix updated as required, necessary changes are made and release readiness reviews held
