Service Transition Manager

Job content

PURPOSE

To manage ongoing evolution of business applications owning the incident, change and release and build-processes. To ensure compliance process within the business applications by following supplier software regulations and internal policies. Collaborate with various teams and stakeholders to ensure and support an ongoing business process.

RESPONSIBILITIES

MAJOR RESPONSIBILITY – Incident and Change Management

• Manage the in-life incident and change processes including Change Review to ensure compliance with quality assurance and governance standards across the business applications
• Own the change control roadmap to define and implement timely and adequate evolution of business applications including patch management, enhancements and upgrade versions
• Define and manage incident and change control process relevant to each business application
• Manage ongoing review process with business owners and performance team to identify and manage change requests based on priority and timeliness into business applications release schedule
• Agree and manage emergency change procedure internally and with portfolio application suppliers
• Support the Service Desk in triage of incidents by providing expertise and analysis to ensure timely resolution through change control
• support and manage Service Desk tickets according to portfolio applications

MAJOR RESPONSIBILITY – Release and Build Management

• Define and manage ongoing release management process including builds for business applications
• Own the release management calendar across portfolio applications working with business owners and performance team to ensure effective resource allocation for timely release management
• Oversee test management across business applications to ensure adequate and effective quality assurance in change and release management processes
• Supervise provision of Quality systems to ensure availability, capacity, version control, data aligned to change and release management requirements
• Oversee portfolio application suppliers in provision of support services and delivery of releases in line with business calendar and priorities
• Review and assess release management process to implement continuous improvement

GENERAL

• Ongoing process support for business applications including but not limited to DEP, PLM, SAP, PIM
• Support business review process
• Support Analysis & Projects in delivery of continuous improvement
• Develop quality assurance processes and from time to time undertake leadership of Test Management for portfolio applications
• Develop and maintain technical and process expertise in one or more of the business applications
• Work with IT Services to manage budget for incident and change requests including service contracts with business application suppliers
• Maintain change control by following PMO guidelines for governance and quality assurance
• Collaborate with business application owners and stakeholders to guarantee a smooth application management to cover the business processes
• Educate stakeholders to maintain and use business application
• Development and maintenance of business application guidelines
• Matrix working across portfolio applications