Service Design
· Collaborate with stakeholders to define and document end-to-end service designs that include service model, performance metrics, SLAs, support model, security, and continuity.
· Produce and manage Service Design Packages (SDPs) that incorporate all elements of service delivery and support.
· Ensure alignment of service design to enterprise architecture, information security, and capacity planning.
· Validate service designs against non-functional requirements (NFRs), including availability, reliability, and scalability.
· Define and document service dependencies, SLAs, and OLAs.
Service Transition
· Lead or support the service transition process for new or changed services.
· Plan and coordinate transition activities, including Service Readiness, training, knowledge transfer, and documentation handover.
· Lead Service Readiness Boards (SRBs) to ensure operational teams are prepared to accept new or changed services.
· Facilitate Early Life Support (ELS) and ensure clear criteria for service acceptance and exit from transition.
· Conduct impact assessments and risk evaluations for service introduction.
· Maintain alignment with Change Enablement and Service Operational processes to support controlled deployment.
Service Validation & Testing
· Support or coordinate Service Validation activities to verify services meet business needs.
· Ensure operational acceptance testing (OAT) criteria are defined and validated.
Required Skills & Experience
Essential:
· ITSM or IT Operations, with a strong focus on Service Design and Transition.
· ITIL v3/V4 framework and practices, especially:
o Service Design
o Service Transition
o Service Validation & Testing
o Change Enablement
· Experience managing or supporting transitions of enterprise-level IT services.
· Strong experience with ITSM tools (e.g., ServiceNow).
· Ability to develop high-quality service documentation (SLAs, SDPs, support models).
· Excellent communication and stakeholder management skills.
· Good communicator, able to work with global teams
· A continual improvement mindset and high levels of customer focus.
· Experience of working with internal and external partners to drive service excellence.
· Able to identify risks and challenges and to mitigate appropriately
· Adaptable to change in an evolving environment
· Background in Financial Services an advantage.
TECHNICAL SKILLS
Must Have
- * ITSM or IT Operations, with a strong focus on Service Design and Transition.
- * Service documentation (SLAs, SDPs, support models).
- * Experience managing or supporting transitions of enterprise-level IT services.
- * Good understanding of ITIL v3/V4 framework and practices, especially: o Service Design o Service Transition o Service Validation & Testing o Change Enablement
- ITSM tools (e.g., ServiceNow)
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.