Transition Manager/Service Delivery Manager - Luxembourg

We are looking for a Transition Manager/Service Delivery Manager with experience in IT service desk transition processes and to manage a smooth onboarding process from a current service providerto our Customer
After completion of the initial transition phase, the role responsibilities will change to managing on-going delivery of the IT Services and account management.

Main Responsibilities

The key person will:

Understand current set up, compare it with our solutions and do a gap analysis and roll out new solutions.
Planning the IT Transition project and actively managing its progress, resolving issues and initiating appropriate corrective action
Ensuring the delivery of IT services into Operational Service is to the appropriate level of quality, on time in accordance with the project plan and project governance arrangements
Managing communications with stakeholders (internally and externally), reporting the progress of the project at regular intervals
Managing Risks, Assumptions, Issues & Dependencies to a successful outcome
Managing the transition scope, through effective change management throughout the project lifecycle, escalating and highlighting to relevant parties for resolution as necessary.
Manage the expenditure within the IT Service Transition, ensuring all costs and times are recorded against products and services delivered
Adhering to Serco’s transition and governance
Provide leadership and guidance to staff;
Post-transition Account management;
Manage and maintain the staffing plans in accordance with operational and legal requirements;
Act as the escalation point for issues for both staff and the customer;
Reporting internally and externally[JK1]
Tracking of issues and incidents;
QA (including tracking/resolution of actions, reporting and participation in reviews/audits).

Successful Candidate

The key person should have:

8 years of experience as Team Leader with 5 years of those coming as a Service Delivery Manager role with experience in IT service desk transition process
Demonstrated Service Delivery and IT Service Desk Management experience (SLA definition, setup and monitoring).
Account Management experience
ITIL certified and project management experience
5 years of experience with certification such as ITIL V4+ expert RCV + expert OSA)
Knowledge / Experience with CMMI Procedures and Methodology or equivalent
Have a good understanding of IT Infrastructure and Security: concepts, technology and best practices:[JK2] ticketing tools and change management
Knowledge of ticketing tools and change management
Have a good understanding of IT networking: WAN/LAN concepts, technology and troubleshooting;
Fluent in both French and English, both in speech and writing;
Strong experience in team management and supervision in shift working environments;
Strong leadership skills
Experience in training and mentoring staff;
Solid knowledge of KPI/SLA driven service environments;
Good knowledge of QA systems;
Self-starter, able to work independently with little or no supervision;
Pro-active and confident personality with good persuasive skills;
Team-player, able to interface with technical and management personnel;
Well-organized, able to prioritize and manage several tasks in parallel
Able to write and present documentation and reports.

Transition Manager SDM