Exams Systems Service Transition Manager
2 weeks ago
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Pay Band: 7
Country/Location: Flexible location (Beijing and Shanghai, China)
Department: Exams
Contract Type: Fixed term contract (2 years)
Closing Date: Thursday, 04 July 2024- 23:59 China Time (GMT +8)
Role Purpose:
Overall manage IT service support teams including IT call centre and system maintenance team, implement the end-to-end IT service support model of China exams systems for China and global wide. The Service Transition Manager is instrumental in facilitating the seamless integration of new or modified IT services from project development to operational deployment. This role is focused on aligning IT services with business objectives, optimizing efficiency in transition processes, and ensuring minimal disruption to existing services. The Service Transition Manager oversees critical components such as change management, release and deployment, risk mitigation, and quality assurance to enhance the overall effectiveness of IT Service Management.
Accountabilities:
1. Overall manage IT support structure of China exams systems including support model design and team management: IT call centre, IT system maintenance team. Build IT service framework based on ITIL best practices and monitor the daily IT support and IT service operations improvements.
2. Be responsible for the development and maintenance of comprehensive Service Transition plans, ensuring these plans are meticulously aligned with overarching business and IT objectives.
3. Well manage the Change Management to assess, authorize, and prioritize changes, evaluating their impact on existing services and infrastructure.
4. Oversee the planning, testing, and deployment of new or modified services, ensure the release and deployment process to minimize disruptions.
5. Identify and manage risks associated with service transitions, proactively developing and implementing contingency plans.
6. Acts as the Major incident organizer to monitor the progress of Major incidents, and push to close cycle system improvements.
7. Establish effective communication channels to keep stakeholders informed and coordinate with service desk and support teams to ensure readiness for potential issues.
8. Prioritize documentation accuracy and completeness, including procedures, manuals, and knowledge articles related to service transitions, change and problem management.
9. Facilitate knowledge transfer sessions for support teams and end-users, ensuring a smooth transition and adaptation to new or modified services.
10. Identify and implement opportunities for process improvement, with ongoing monitoring of key performance indicators (KPIs) to drive enhancements.
11. Continuously improve the IT service management experience in company, not only ITSM (IT Service Management) tool or overall IT support model and process
Role specific knowledge and experience:
• Experience in IT Service Management, particularly in IT system maintenance and IT call centre areas.
• Certification in ITIL (Information Technology Infrastructure Library) or relevant frameworks is desirable.
• Strong project management, communication, and interpersonal skills.
• Collaborative team player with analytical and problem-solving capabilities.
• Knowledgeable in risk management and quality assurance principles.
Role specific skills:
• IT Project management skills
• Foundation of ITIL (Information Technology Infrastructure Library)/COBIT (Control Objectives for Information and Related Technology)
• Agile and Lean thinking
Requirements:
• Education: Bachelor’s degree in information technology, Computer Science, or related field.
• Qualifications: Practitioner level of ITIL (Information Technology Infrastructure Library)/or above
• Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
Benefits:
• Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays
• Statutory benefits: national social insurance benefits and housing fund
• Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance
• 13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December
• Performance-related pay: paid annually according to relevant performance review scheme
• Professional development opportunities
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
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