Service Transition Manager

PFH Technology are looking for a Service Transition Manager to join our growing team.

Contract: Initial 3-month contract

Location: Dublin- Hybrid.

Overview

We are seeking a skilled and customer-focused Service Transition manager to oversee service mapping, training, documentation and quality management for ISO 9001.

The role will coordinate implementation, migration, testing, training, cutover and Early Life Support, maintaining appropriate governance across risks, dependencies, acceptance criteria and stakeholder communications. The role involves implementing a proactive continuous improvement programme aimed at reducing ticket volumes, improving first time fix rates, enhancing user experience and increasing self-service adoption.

The successful candidate should hold ITIL 4 Foundation certification or equivalent and have demonstrable knowledge of ISO 9001 Quality Management principles. Relevant qualifications in project management, such as PRINCE2, PMP or APM PMQ, would be highly advantageous. Additional qualifications in ISO/IEC 20000, ISO 9001 auditing, Agile delivery, organisational change management and ManageEngine ServiceDesk Plus would be desirable and would support the effective implementation, transition and operational acceptance of the new Service Desk.

Key Responsibilities
Transition planning and governance

• Own and maintain the overall Service Transition Plan, covering implementation, migration, testing, training, cutover, go-live and stabilisation.


• Define transition milestones, dependencies, risks, assumptions, decision points and acceptance criteria.


• Coordinate activities across the customer, implementation team, Service Desk, technical resolver groups and third-party suppliers.


• Maintain transition RAID items and elevate issues that could affect go-live or service quality.


• Provide transition status reporting to the project and service governance teams.

ManageEngine ServiceDesk Plus implementation

• Coordinate the configuration of ServiceDesk Plus in line with the agreed operating model.


• Ensure agreed ITSM processes are appropriately represented within the platform, typically including:
  
  
  
  • Incident Management
  
  
  • Service Request Management
  
  
  • Problem Management
  
  
  • Change Management
  
  
  • Knowledge Management
  
  
  • Service Level Management
  
  
  • Asset/Configuration Management, where in scope
  
  
  
  


• Coordinate definition of queues, categories, priorities, assignment groups, SLAs, workflows, notifications and escalation rules.


• Ensure appropriate roles and access permissions are established for Service Desk analysts, resolver teams, service managers and administrators.


• Coordinate implementation of the self-service portal and service catalogue where required.

Service design and process readiness

• Ensure that the new Service Desk operating model is documented before go-live.


• Validate roles and responsibilities across Level 1, Level 2, Level 3 and third-party support.


• Establish escalation paths, support boundaries and ticket ownership rules.


• Ensure priority definitions, severity criteria and SLA targets are understood and consistently applied.


• Define Major Incident, Problem and Change interfaces where these processes form part of the service.

Data and service migration

• Coordinate migration of required data from the incumbent Service Desk platform into ServiceDesk Plus.


• Agree what historical tickets, users, organisations, assets, configuration data, knowledge articles and service catalogue information need to be migrated.


• Oversee data mapping, cleansing, validation and reconciliation.


• Ensure migrated information is tested for completeness and usability.


• Manage the approach for open tickets during cutover so that ownership and customer communications are not lost.

Integration readiness

• Coordinate implementation and testing of required integrations, which may include Microsoft Entra ID/Active Directory, email, monitoring, endpoint management, asset discovery and other business systems.


• Ensure integrations have clear technical ownership and operational support procedures.


• Confirm failure and escalation processes are defined for critical integrations.

Testing and acceptance

• Develop and coordinate the transition testing and acceptance approach.


• Ensure functional testing, workflow testing, integration testing, SLA/escalation testing and user acceptance testing are completed.


• Coordinate testing of key end-to-end scenarios, for example:
  
  
  
  • User raises an incident
  
  
  • Ticket is automatically routed
  
  
  • SLA timer is applied
  
  
  • Resolver group receives and updates the case
  
  
  • Escalation occurs correctly
  
  
  • User notifications are generated
  
  
  • Ticket is resolved and closed
  
  
  
  


• Track defects through to resolution or formally accepted workaround.


• Obtain appropriate business and operational acceptance before production cutover.

Knowledge and documentation

• Ensure appropriate operational documentation is completed.


• Coordinate creation and migration of Service Desk knowledge articles.


• Ensure procedures, work instructions, escalation matrices, support contacts and troubleshooting guides are available to the support teams.


• Establish ownership and maintenance arrangements for documentation after transition.

Training and operational readiness

• Develop the training and readiness plan for Service Desk analysts, resolver teams, administrators and service management personnel.


• Coordinate ServiceDesk Plus process and system training.


• Confirm users have appropriate accounts, roles, access, documentation and support information before go-live.


• Conduct readiness assessments with operational teams before approving cutover.

Technical Skills & Experience across most of these areas a key advantage

• Minimum 3-5 years' relevant experience in IT Service Management, Service Transition or Service Delivery roles.


• Demonstrable experience transitioning new IT services into live operational environments.


• Experience implementing or transitioning an enterprise ITSM/Service Desk solution.


• Strong knowledge of ITIL and ITSM processes.


• ITIL Foundation certification or equivalent practical experience.


• Working knowledge of ISO 9001 Quality Management Systems (QMS), including the application of documented processes, quality controls, audit evidence, corrective actions and continual improvement principles within an IT service environment.


• Experience with ManageEngine ServiceDesk Plus, or demonstrable experience with a comparable ITSM platform such as ServiceNow, Jira Service Management or Ivanti.


• Experience managing operational readiness, service acceptance, cutover and Early Life Support.


• Proven stakeholder and third-party supplier management skills.


• Excellent documentation, reporting and communication skills.

PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.

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