Hermes Parcelnet

Senior Service Introduction and Transition Manager

Town/City Morley
Posted Date 1 week ago(08/03/2018 09:04)
Job ID
Number of Positions


We are Hermes, the UK’s leading consumer delivery company handing over 270 million parcels per year with a 15% growth year on year for the last five years.


We are embarking on a journey, utilising cutting edge technology to ultimately engage our customers at every touch point in their digital experience.


As a team, we innovate and challenge the status quo to meet the needs of our broad and varied client base.

We believe that every team member will play their part in achieving the goals of the team, department and company.  


As an individual, you'll have the support to grow and progress your career. We are building a learning culture, where it's safe to fail, and failures seen as learning opportunities.


We are establishing a team of skilled individuals with a passion for technology. 

Working in a fast paced agile environment, using eXtreme programming and software craftsmanship principles to produce high-quality solutions at speed.


Role Overview


The role is to support and represent the interests of the Service Management team during the lifecycle of a project, to ensure that the new or changed services operate appropriately and is fully supportable at the time of Go-Live.


  • Responsible for the management of the transition and Service Introduction of all projects into live service
  • Ensure that costs are managed successfully as part of the transition and that all run costs are identified as part of the project with business as usual costs covering a 5 year model
  • Managing the specified acceptance criteria for service acceptance, operational, release and service readiness review throughout the project life cycle
  • Identifying and managing all service related risks, impact and issues to new and existing services throughout the life cycle of the project
  • Ensuring a consistent and seamless approach to service transition covering policy, process and procedures
  • Ensuring that Service Teams have the capability and are prepared of supporting all new services
  • Ensuring all service management requirements are understood by project teams and the project is delivered to the agreed specification at each quality gateway
  • Identify all service related risks and issues and ensure they are managed.
  • Responsibility for Service Acceptance Board
  • Produce agreed support models, early life support and warranty processes ensuring they are resourced correctly and managed through the project
  • Compile and analyse monthly management reports to show the movements, trends and risks across projects
  • Establish, record and monitor IT transition KPI's and report the impact of projects, products, software and services


Essential requirement

  • Experience of implementing IT change into a live IT environment
  • Strong background in Service Introduction and Transition within a complex business environment
  • Have strong experience enforcing Service Introduction and transition process and ideally a strong understanding of project methodologies such as Prince 2
  • Be able to manage diverse and challenging stakeholders
  • ITIL Foundation
  • Experience of project plan development, maintenance and reporting
  • Experience of managing delivery from third parties
  • Strong interpersonal skills with the ability to negotiate and influence a wide range of stakeholders
  • Significant experience of the full transition management project life cycle, transitioning large scale projects covering multiple internal teams and multiple vendors, from development into support;
  • The successful candidate will have experience of Infrastructure and applications Service introduction & transition planning
  • Clear and concise Communication skills (written and verbal) for this role and be comfortable liaising with senior stakeholders
  • Cost Management of transition activity

Desirable requirement

  • Understanding of ServiceNow
  • ITIL Expert


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us for General Consideration!

Not ready to apply? Connect with us for general consideration.