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Position Summary

The Service Transition Manager in Operational Readiness operates between Service Design and Service Operations to ensure effective, efficient and safe transition of new or modified services and processes into the operational environment.

Job Responsibilities:

Responsibilities of this role include (but are not limited to):

• Create awareness and ensure engagement between the IT Project Management Office and the Front Line Services Hub organizations, this includes IT Partners and other 3 rd parties working as part of the Hub operation.

• Work within the processes and operating procedures defined.

• Ensure support and operational teams, including 3 rd party suppliers and IT partners, can seamlessly support any new or changed services through effective training, documented knowledge transfer etc.

• Work with the Enterprise ITSM Asset & Configuration Management team to ensure that the CMDB is updated to accurately reflect additions or changes.

• Ensure the Service Catalogue is maintained through ‘the project’ to reflect any changes to existing services (descriptions, SLAs etc.) and to make sure that any new or retired services are also added/archived.

• Work with IT Project Management Office and Front Line Services Operational teams to ensure that identified ‘project’ risks and issues are clearly assessed, addressed and/or accepted before Change Enablement to protect the live environment and to prevent business impact.

• Work with Front Line Services operational teams and regional Business Partners to set correct expectations on the performance and use of new or changed services.

• Ensure Lessons Learned are captured for continuous improvement of the Service Transition process and standard operating procedures.

• Contribute to other continual service improvement activities by providing inputs based on experience and observations and through feedback.

• Support transitional activities as required as operations are internalized.

Skills and Qualifications:

Required

• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

• Solid knowledge and experience of ServiceNow.

• Enthusiasm and dedication to drive continual improvement and, or change.

• Excellent analytical and communication (both verbal and written) skills.

• Experience of working to (and exceeding) Service Level Agreements.

• Process and detail orientated with a methodical and planned approach to achieving goals.

• Ability to quickly gain the confidence of the business and trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.

• Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.

• Be comfortable with challenging (for the right reasons) and where necessary pushing back.

• Act as an advocate for the IT Organization both externally and internally.

Preferred

• Bachelor’s degree in Information Technology or a related field.

WSP is one of the world's leading professional services firms. Our purpose is to future proof our cities and environments.

We have over 65,000 team members across the globe. In Canada, our 12,000+ people are involved in everything from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transportation networks, from finding new ways to extract essential resources to developing renewable power sources for the future.

At WSP :

• We value our people and our reputation

• We are locally dedicated with international scale

• We are future focused and challenge the status quo

• We foster collaboration in everything we do

• We have an empowering culture and hold ourselves accountable

Please Note:

Health and Safety is a core paramount value of WSP. Given the importance of keeping one another safe it is expected that you comply with our Health, Safety & Environment (HSE) policy at all times as well as client HSE policies when working at client locations.

Offers of employment for safety-sensitive positions involving fieldwork are contingent upon candidates being able to perform key physical tasks of the job as described in the job posting and interview. This may include the ability to work in a variety of environmental conditions, such as remote or isolated areas, working alone, and in inclement weather (within safe and reasonable limits).

WSP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

WSP is committed to the principles of employment equity. Only the candidates selected will be contacted.

WSP does not accept unsolicited resumes from agencies. For more information please READ THE FULL POLICY. (https://www.wsp.com/en-CA/careers/notice-to-staffing-agencies)