Posting ID: 136546101

Datacraft (Singapore) Pte Ltd

ITIL Transition Manager

Key Accountabilities

• Engage in client presales activities including the development and execution of proposals, presentations and the service catalogue
• Work with the Datacraft Client Managers and Service Provisioning team on the preparation of bids and costing as it pertains to the process alignment and transition
• Represent Datacraft as the foremost expert in ITIL process realignment to the client
• Works with Datacraft’s external/internal clients/supplier base to map out and streamline business processes, functions, procedures and workflows through consistent modeling techniques
• Identifies and envisions business improvement opportunities, presents quality business cases outlining the risks, cost and potential benefits.  The ability to effectively present these ideas to key stakeholders and achieve a win/win outcome
• Responsible for obtaining insight into the As-Is client IT environment and deployment of Datacraft service delivery model
• Maintain quality assurance through the development of key performance indicators and service level agreements to ensure all new process initiatives can be measured and reviewed to maintain a best practice approach
• Work internally to develop a standard process/framework to transition clients from their existing environment to the new proposed model.  The identification and implementation of standard business rules for managing successful client transition
• Identification of key issues for transition and ongoing operational support with a plan produced to assess the scope, impact and remedial action required.  Measures put in place to prevent recurrence
• Provide advice on the contract and SLA negotiations
• Management of client expectations on the planned IT service delivery
• Internal and external communications on the progress of the Transition project
• Escalations and communication of risks identified in the Transition project into the sales and operations management
• Ensure the Transition project remains within the identified and agreed scope
• Review existing toolsets to propose new solutions to enable alignment to the ITIL framework
• Identify the human behaviour impacts of change and manage this for a “least resistance” outcome.  Ensure the process including the case for change is presented effectively and that all key stakeholders are informed and have achieved “buy-in”.  Manage the interface between key departments such as Service Delivery, Contract Management and Client Management for the success of the client whilst supporting Datacraft’s corporate values and standards

Requirements

• Good general knowledge, a strong willingness to learn, excellent oral and written skills, and a wide range of behavioral based skills.
• Attention to the client, the ability to collect information, plus keen organisational and commercial sensitivity is all required to understand quickly Datacraft’s clients’ needs.
• Strategic vision, analytical intelligence, innovative thinking and pro-activity are all required to formulate and validate key business solutions. 
• The highly ethical, have outstanding business acumen, be effective at relationship building and have a high degree of professionalism.
• A persistent goal-driven approach, flexibility, determination, planning, organisational, teambuilding and leadership skills are essential to ensure the success of this key role.
• An individual with a positive approach, outstanding leadership skills and the ability to develop sound and trusted relationships within critical accounts.
• A minimum of 7 years experience or equivalent within a vendor environment in a role in a similar capacity is required. 
• A proven track record of successful process design and implementation, client transition and the application of the ITIL framework are required. 
• High level of business maturity and the ability to present to all levels of management with confidence and credibility with regard to the ITIL framework and its practical application within business.