Service Design Manager

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

The role requires working closely with FIS Project Managers, Operations Managers and Clients to ensure a smooth and professional introduction of new service elements from development into live. The jobholder will be expected to adapt quickly and contribute to an evolving service introduction methodology deployed on a project.

This role will ensure that the Service Transition methodology is well understood, adhered to and is continuously reviewed to ensure lessons learned are incorporated from each transition and the methodology updated accordingly. You will be the point of contact for communications for Service Transition and providing regular project and senior management updates.

About the team:

The Service Design and Transition Manager is part of a small team working across different regions and lines of business representing the interests of Clients, FIS Service Management and Operations teams to ensure that new or changed services are both designed appropriately and are fully supportable at the time of Go-Live.

As a team member will contribute to the Service Design and/or manage the Service Transition planning of the new service or Client from project phase into Business as Usual typically as workstream lead including:

• Supporting the design of new or changed services, including the processes, systems, roles within the operating model, resource, budget and supplier requirements

• Managing the specified acceptance criteria for operational, release and service readiness throughout the project life cycle

• Implementing a consistent approach to Service Transition through robust governance and Stage Gates

• Ensuring all Operations teams and Clients are aware, prepared and capable of supporting all new services

• Ensuring all Service Management requirements for Go Live are understood and delivered to the agreed output

• Identify all service-related risks and issues and ensure they are managed

What you will be doing:

The Service Design and Transition Manager will be responsible for creating, reviewing and managing deliverables to achieve operational acceptance and readiness, including: This role will mainly focus on Service Design.

• Development and implementation of standard Service Introduction Process to ensure a high-quality IT Service introduction methodology to all Business areas

• Developing, agreeing and maintaining a Service Transition Plan

• Developing and ensuring adherence to the Acceptance Criteria

• Ensuring all Service Transition criteria is met or exceeded

• Act as an SME across Service Design

• Attend and contribute to relevant project and programmed boards and steering groups on behalf of Service Design or Transition

• Carry out an impact, evaluation and risk assessment of new projects from a service management perspective

• Identify and manage operational risks resulting from project scope change and identify service readiness activities ensuring they are in place for go-live

• Ensure that all stakeholders remain appraised of Service Transition progress, issues, risks and achievements for allocated projects

• Managing, tracking and controlling criteria for Service Transition activities ensuring that the service delivery function and support teams are consulted and engaged for allocated projects

• Accountable for the overall Service Design working closely with the Service Delivery Managers and Project teams

• Ensure that before and after go live the solution defects are understood and managed to completion.

What you bring:

To be successful in this role you will demonstrate the following skills and experience:

Extensive experience and comfort with:

• Understanding pre-sales and what needs to be sold

• How to leverage the product

• Understand contracts/ identify rules and regulations needed

• How to cost out the product.

• Experience of implementing IT change into a live IT environment

• Have a strong background in Service Design within a global business environment

• Any experience within the banking or finance sector is desirable but not essential

• Experience of project plan development, maintenance and reporting