Service Transition Analyst (12mths FTC), Technology

We are looking to recruit for a Service Transition Analyst to join an exciting and complex Purchase to Pay programme impacting over 1000 users. You will play a pivotal role within the Programme Delivery Team providing a fantastic opportunity to be at the heart of a major programme in this leading publishing house, and to drive the transition to a new SAP cloud based Purchase to Pay solution.


This role must ensure that the new service operates appropriately and that the Business and Technology divisions are ready to fully support the complex delivery and Hypercare once the new ways of working go live.


This role is based at our London office and you will report into Programme Manager.


Your Key Responsibilities & Duties required for this role:
•    To develop the service transition approach and plan 
•    To work with the Programme team to plan, document, communicate and stand up the Hypercare stage including all readiness preparation, and contributing to exit criteria and approval
•    To ensure a deep understanding of the Programme scope, delivery and change impacts across the organisation, translating these into day to day life for the Technology department as a whole
•    To ensure all Service Management requirements are understood by the programme team and by Business & Technology BAU service owners and their teams
•    To oversee communications and preparations regarding the impact of service changes to suppliers and customers 
•    To represent service transition as we progress towards our cutover and go-live 
•    To produce risk management plans and contingency plans for service transition considerations 
•    To ensure all support functions are aware, prepared, resourced and capable of supporting the Programme deployment and delivery of Hyper care
•    To act as the face of the programme to the Technology department prior to Go Live, supporting them with their business change plans and delivery
•    To develop operational readiness throughout the Programme life-cycle and agree new or changed support models to effectively manage the delivered changes
•    To manage Service Acceptance & Readiness activities on behalf of the programme
•    To identify all Service related risks and issues and ensure they are managed    


•    Ensure that all changes to the service have been fully documented in the Service Management system.
•    Capture the ‘as is’ and ‘to be’ services which Technology needs to provide to PRH now and as a result of the programme going live
•    Ensure new & changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs commensurate with business requirements and priorities
•    Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new or changed services; partnering our programme managers so that the services transition to BAU in a timely and    effective way 
•    Impact, evaluation and risk assessment of the Programme from a Service Delivery perspective.
•    Join the Programme team and attend and contribute to all Service Transition relevant Programme meetings
•    Responsible for creating and reviewing deliverables to achieve operational acceptance and readiness, including; plans, Non Functional Requirements, Acceptance Criteria, Support Model, Warranty Agreements, Acceptance Reports, Service Level Agreements, Contractual Support Schedules etc.
•    Definition of operability acceptance criteria for new or changed services.
•    Identifying Service Readiness activities and ensuring they are in place for go live (processes, procedures, technology training etc.).
•    Identifying and managing operational risks resulting from change.
•    Contribute to end of Programme lessons learned.
•    Contribute to exit criteria for cutover and Hyper care
•    Ensure effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, systems, redundant equipment & services
•    Ensure technology training requirements are defined and delivered against the agreed Service Acceptance Criteria
•    Ensure an effective set of performance metrics and service levels are delivered for new services.
•    Identify and manage Operational risks & issues to ensure a successful transition to service.
•    Acting in a Business Change Management capacity to the Technology department, so that they are effectively managed as a community prior to Go Live
•    Provide service transition to any early deployments made by the Programme, prior to our main Go Live
•    Work with the PMO on PRH Technology methods, principles and controls, to ensure the Programme remains compliant with overall PRH processes & procedures 
•    Ensure Programme Hyper care readiness across all programme workstreams & the Technology division.


You will also need: 
•    Experience of working within an ITIL environment
•    Experience of working within a test or release, change and service introduction function
•    Experience with working in a high change, complex Programme environment
•    Experience of successfully discussing, understanding and clearly documenting requirements
•    Excellent prioritization and ownership skills, being able to follow through on actions and succinctly conclude work in complex areas
•    Excellent verbal and written communication skills
•    Ability to travel to all sites (periodically)
•    Awareness of / experience of working in an Agile team environment
•    A deep understanding and experience of implementing live and complex Technology  change;
•    Good knowledge of Service Management standards, deliverables and experience of producing these for a complex and high profile programme
•    Experience of structured Programme Management methodology;
•    Experience of working in a large standards-based corporate environment where ability to work to tight deadlines is important
•    Experience of producing and executing risk and contingency plans
•    Experience in leading Hypercare and transitioning services through this process


About you: 
•    Attention to detail
•    Excellent interpersonal and communication skills (oral and written), with ability to communicate with non-technical staff over technical issues with ease
•    Professional attitude and demeanour
•    Self-motivated with a ‘get things done’ type approach
•    Tenacious & self-driven
•    Able to own important issues and resolve to customers satisfaction
•    Professional with a strong service driven mentality and a pragmatic approach
•    Flexible approach, some out of hours work may be required
•    Willing to travel to all Group and non-Group sites as requested by operational business needs
•    Commitment to the highest standards of customer service
•    Taking ownership and accountability
•    Ability to work successfully with diverse groups of people, work streams and business areas who will have differing interests in the Programme scope

Salary: Circa £40k dependent on how your skills and experience align to the role, plus bonus and benefits


If you’d like to apply, please submit a CV and Cover Letter . All CV's will be considered on rolling basis.

What you can expect from us:
Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:
•    25 days paid holiday entitlement in year one, plus bank holidays
•    Medical cover
•    Life assurance
•    Cycle to Work scheme
•    Discounted gym membership
•    Personal Learning Allowance
•    Generous pension scheme
•    Summer working hours (role dependent) 
•    Volunteering policy and charity matching
•    Employee Assistance programme
•    Mentoring programme
•    Extended Parental Leave policy 
•    60% Discount on Company books
•    Each site has trained mental health first aiders 
•    We plant a tree for every new employee to our business

Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.

We partner with The Book Trade Charity, who provide financial assistance for people looking to get into the publishing industry; you can find more information and talk directly here:

Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.

Company: The Random House Group Limited 

Country: United Kingdom 

State/Region: England 

City: London 

Postal Code: SW11 7BW 

Job ID: 149701

Date:  26-May-2021

London, LND, GB, SW11 7BW

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