Service Design & Transition Lead

Service Design & Transition Lead

6 Month Contract
Hybrid working - 2 days on site in Worcester
Up to £600 per day

A major customer experience transformation programme requires an experienced Service Design & Transition Lead to shape, design and transition a new Salesforce-based customer platform into live service.

Working across business, technology and operational teams, you'll define the future operating model, establish support and service frameworks, lead transition activities and ensure a seamless move from programme delivery into BAU support.

This is a high-profile assignment involving a new Salesforce CRM, SAP integrations and a customer experience portal, offering the opportunity to influence service design, support strategy and ongoing product management.

Key Responsibilities

• Define the Target Operating Model (TOM), service strategy and support model for a new Salesforce, SAP and customer portal environment.
• Lead service design and service transition activities, ensuring operational readiness and acceptance into BAU.
• Establish AMS, support tiering, vendor management and product management processes.
• Define release management, incident management, governance, ELS and hypercare frameworks.
• Coordinate knowledge transfer, stakeholder engagement and transition planning across business, technology and third-party suppliers.
• Support procurement and supplier selection activities relating to ongoing service support.

Essential Experience

• Proven Service Design and Service Transition experience within large-scale CRM and ERP transformation programmes.
• Strong Salesforce and SAP experience, ideally within complex enterprise environments.
• Solid understanding of ITIL service management, including incident, release and operational acceptance processes.
• Experience designing AMS and support models, including supplier and vendor management.
• Excellent stakeholder management skills with the ability to engage business, technology and service teams.
• Ability to produce practical documentation including TOMs, support models, RACIs and operational governance artefacts.

Please note, engagement is via umbrella company only; all tax and NI will be deducted at source.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

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