IT Service Design & Transition Lead

Let’s create a more sociable future together

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!

• This is just the start, so dream big 
• Flexible / Hybrid ways of working 
• Location: Sydney / Melbourne/ Brisbane

The role of the IT Service Design & Transition Lead is to ensure all new services are transitioned into an operational technology service portfolio. The requirements should be fully visible to all the project managers, product owners and operational/delivery teams. Full management of the Service Transition lifecycle is to take place working with stakeholders from Project Inception through to Early Life Support post the launch of a new service. Facilitate adherence to service management principles across all Service Transition activities to ensure compliance and on-going quality. Working as a critical business partner, you will ensure strong engagement across all key internal and external stakeholders is managed efficiently. The role will work with the other members of the team in defining and establishing the required support models, processes and metrics for a range of new technology capabilities.

Sound good? Read on.

Here is a taster of what you can expect in this role:

• The IT Service Design & Transition Lead will lead the Service Design and Transition Practice  and will take responsibility for the service transition process within the project management methodology and BAU change initiatives.  Reporting to the Senior Manager, Service Management you will liaise closely with project teams, service owners and service delivery managers, infrastructure teams, operation support teams and change management.

• Promoting and coaching delivery orientated application and project teams on the value of Service Design and risks that the process avoids/mitigates, in particular ensuring the end-to-end design of services (people, processes, products, partners), not just IT components.

• Ensuring all stakeholders including IT, system developers, vendors and impacted EGL operators participate effectively in service management processes, particularly change management and incident management.

• Establish the following, but not limited to, for any new capabilities delivered by the programme:

  • Service Definition

  • Support Models which align OS strategy

  • SLAs & OLAs are clearly defined

  • Governance Models which align with the project & support divisions

  • Operational Support cost model & budgets for the new service

  • Ensure Service Design is embedded within the delivery of new capabilities as part of the project delivery team

  • Service teams set up within the Service Management toolset

  • Knowledge Transfer between the meaningful project & service teams

  • Work with Procurement to ensure all agreements between the relevant service partners are appropriate and fit for purpose to ensure efficient business delivery.

  • Ensure successful transition of services into BAU teams

• Liaise between business owners, project managers, design & development teams, operations teams, and partners/suppliers communicating between all key stakeholders to ensure the smooth and successful transition of new services, executed to high quality standards.

• Responsible for ensuring project adherence to the Service Design & Transition process within delivery teams

• Act as a gatekeeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services

• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to System Operations service management principles

• Responsible for creating and leading the Service Design Assessments, Support Plans and Service Acceptance Criteria

• Ensure new Services (support models) continue to evolve in line with any changes of the BAU organisations and expansion of the scope of the new technology capabilities

• Define and deliver the end to end support model with all key stakeholders across multiple delivery and support teams

• Ensure operational training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria

• Proactively identify potential risks and escalate these to the line manager. Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities.

• Provide reporting to Senior Managers regarding the risks/issues for individual Service Transition engagements

Now let’s talk about you: 

• Minimum 5 years’ experience in Service Design and Transition

• Experience in working on complex pieces of work / programs / transformations for business-critical systems at the enterprise level

• Relevant experience in IT Service Management working in a complex IT enterprise environment which includes offshore, outsourced IT engagements (ITL4TM Certification)

• Extensive knowledge of Cloud technologies, Infrastructure Technologies, Information, Integration, Platform and Software technologies

• Working knowledge of DevOps and Agile Methodologies

• Experience of delivering service within a multi-team, complex business environment

• Significant experience with leading stakeholder engagement with ability to provide subject matter expertise

• Significant experience of working within a multi-vendor environment and complex infrastructure 

• Experience implementing and running Service Management processes and functions in  complex organisations with multi-sourced delivery models

• Service management tools, and service consumption patterns

• Communication and influencing skills to obtain adoption of Service Design principles where conflicting priorities exist (i.e. the adoption of Service Design in projects focused on timeframes and delivering technology solutions)

• Customer

• Excellent stakeholder management skills and will be a strong influencer and negotiator

• Maintain good relationships with key customers, suppliers of products and services

• Take responsibility for delivering high quality customer-focused services

• Understand customer perspectives and ensure responsiveness to their needs

• Identify customer service needs and implement solutions

The benefits are good too! 

• We offer flexible working in every sense
• An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
• Monthly meeting-free days 
• Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

We are together creators

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.  

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

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