Managed Service Design and Transition Manager

Position Summary

The Service Design and Transition Manager is responsible for the design and transition of new or changed managed services via the defined CX and Managed Service – Service Design and Transition framework. They will manage all aspects of managed service design and facilitate the implementation of that within Customer Operations and for our customers.

Role Mission

At Claranet our community of support teams pride themselves on ensuring our customers get the most out of our varied product portfolio and to help their business to do amazing things. Through a culture of collaboration, learning and opportunity, we nurture a vibrant and dynamic community of service and technology experts, executing all facets of our operation with consistency, pride, and efficiency.

Objectives and Key Results

This key role is critical for the growth of our Managed Services Portfolio with a focus on designing, delivering, and transitioning repeatable and scalable management of technology-based services. The role of the Managed Service and Transition function is to ensure that both services and operations architecture is designed to deliver the contractual elements of Claranet’s managed services efficiently and effectively and that they are transitioned into operational service effectively. 

Key deliverables produced by the Managed Service Design and Transition Manager are translating high-level requirements in collaboration with the technology practice leads, adhering to the transition framework for repeatability, aligning customer facing processes related to managed service support are delivered, and delivering the end-to-end design and transition deliverables through the defined process and framework.  

Essential duties and responsibilities

• Manage service design and transition activity regarding the delivery of a technology product portfolio, vendor onboarding and customer product transition through the Customer Experience and Managed Service – Service Design and Transition (CX & MS SD&T) framework and lifecycle
• Keep up to date with regards to the Claranet UK’s portfolio product sets and work with the portfolio team to define service designs and transition any trial customers into business-as-usual support and ensure CX & Managed Service are aware of any new or changed products
• Work with Claranet UK Sales pipelines to ensure CX & Managed Service engagement takes place at the start of any solution design activity.
•  Be a Service Design and Transition advocate across Claranet UK and its customer base.
• Manage multiple workshop activities to triage proposed propositions, sizing and impact assessments, acceptance criteria definition RAID log management and progression, Early Life Support (ELS) definition, approach and periodic reviews, lessons learnt and Continual Improvement working with the defined stakeholder group across Sales, Solution Architecture and Project Management.
• Work with Solution Architecture to ensure managed service designs are included in Statements of Works and CX & Managed Services costs and impacts are accounted for through sizing activities and fed into cost models.
• Engage with the Claranet UK customer (when required) to confirm customer “Non-Functional” requirements in-line with business agreed parameters of service.
• Work with project management to align the CX & Managed Service - Service Design and Transition framework to the Project Delivery Framework to enable a collaborative approach to managed service implementation.
• Host and document outputs of workshops to define, develop and manage any required service rehearsals of the defined service support models with internal and external stakeholders.
• Define, develop, and document Service Design Packs and overview to defined stakeholders as part of review and approve cycles.
• Communicate and influence each proposition delivery to create a team environment and a joined-up view of desired outcomes to support the best service results for the customer.
• Work with the Head of Department - Service Design and Transition to continually improve the process, its artefacts, and its profile.
• Work with the wider CX & Managed Services team to develop toolsets and processes.
• Complete all required documentation to the agreed standard and continually keep all workload trackers up to date weekly to ensure all stakeholders have access to the latest information.Attend the Managed Service Operations Delivery board to present and request any stage gate progression approvals and raise RISKS for awareness of the CX & Managed Service Senior Management team and CX & Managed Service Director.
• Ensure that all Claranet UK services can be managed and supported in accordance with the product/defined support model documentation.

Teams to collaborate with

• Solution Architecture - to size and impact assess propositions to feed into statements of work cost models prior to customer sign off.
• Project Management - to ensure a collaborative approach to new/changed service onboarding and framework alignment.
• Legal & Compliance – to discuss all contractual agreements regarding support Vendors and customer contracts.
• Technology Practices – collaborate to identify new opportunities for service innovation and change.
• Customer Success and Growth – Understand the sales pipeline of work and ensure collaboration on any customer engagements where required.
• Customer Experience and Managed Services – ensure that customers receive the support they need, and to resolve any issues that arise.
• Product Portfolio Teams – ensure that all products have aligned service support models for sales enablement.

Behavioural competencies – organisational and behavioural fit

• Passionate about IT Services industry, Managed Services, and has strong technical, commercial and market knowledge.
• Flexible approach to customer environments.
• Learn and adapt quickly to changing situations.
• Self-motivated and able to work under pressure.
• Able to remove barriers in a collaborative way.

• You will have the knowledge and experience to carry out complex tasks related to service design and transition competently, confidently and consistently
• Experience in a service design and transition role mid-large sized corporate environment designing managed services in a technology product portfolio.
• Experience in the implementation of high-level structures to enable and guide the design and development of integrated services that meet business needs.
• Have a service orientated mindset that focuses on how people, process and technology operate together to create value for our customers
• Experience of service design and transition advocacy across a variety of internal departments
• Experience of triaging any proposed propositions prior to any high-level solution activity to assess service operations engagements.
• Experience of facilitating solution sizing and impact assessments across service operations capturing all resource, training, and associated risks.
• Can communicate and collaborate with internal and external stakeholders across all levels of an organisation to get requirements and align with frameworks
• Knowledge of Early Life Support (ELS) definition including entry and exit criteria and the periodic review sessions post “Go Live”.
• Experience of hosting large stakeholder calls, such as “Go/No Go” approach review calls, to gain a fixed outcome
• Service orientated mindset that focuses on how people, process and technology operate together to create value for our customers.
• Understands Service Strategy, Service Design, Service Transition, Service Operations and Continual Improvement processes (ITIL)
• Experience of managing customer projects into service operational delivery through defined transition frameworks.
• Can document service designs and present the design to defined stakeholders as part of review and approve cycles.
• Experience in transition lessons learnt activity and feeding back to the wider project team post acceptance into service confirmation.
• Experience of working with continual improvement to ensure any improvement initiatives are captured, documented and ownership assigned prior to lifecycle completion.
• Can research and generate new ideas using varying resources such as customers, market insight and partners.
• Strong written and oral communication skills including service documentation, presentation skills and attention to detail.
• Can analyse data and create information that supports product and business decisions to evolve the managed service transition framework.
• Proven ability creating and delivering effective and persuasive presentations to customer and internal senior stakeholders.
• Managed Service Design and Transition experience
• Managed Service Implementation background.
• Service Management Tool Design & Specification experience.

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms, and app supported benefit access.  

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.