Service Design & Transition Lead

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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. xwwtmva
• 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
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