Service Design and Transition Analyst

Job Title: Service Design & Transition Analyst

Reporting to: Service Design & Transition Lead

Position Type: Contract initially 6 months

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

Job Purpose:

Service Design & Transition Analyst will report into the Service Design & Transition Lead as part of the wider IT Service Management Team. They will be responsible for End-to-End Transitions and authoring Service Designs for their assigned projects.

Key Responsibilities:

• Managing and governing the Operation Acceptance Criteria throughout the project lifecycle by working closely with key stakeholders. Tracking actions being delivered by Product, Service and Platform teams, ensuring that the acceptance criteria is met and that operational teams are providing the necessary support to deliver and are prepared to take acceptance from change delivery functions.
• Agreeing and defining Support Models
• Delivering Service Designs End-to-End across multiple projects.
• Engaging with Support Teams to ensure IT readiness.
• Stakeholder Management; being responsible for engaging directly with stakeholders to promote awareness and compliance with service transition quality plans and processes.
• Manage and Facilitate Post Go Live Support activities through to closure.
• Contributing to improving the processes that form part of the broader Technology Service Management operating model within TMHCCI.
• Identify and Manage Risks, Issues and Dependencies in accordance with the organisation’s guidelines.
• The analyst will require strategic business understanding and clear understanding of IT, the services offered and how these support the day-to-day running of the business.
• Managing the conflicting demands and tensions of a range of stakeholders in high pressure situations. Escalating when appropriate to do so.

Skills and Experience Specification:

• Demonstrates 5 years minimum experience of Service Design & Transition.
• Must act proactively, use initiative, exercise sound judgement in decision making.
• Experience of managing IT Services, using recognised frameworks, methods and tooling to a wide and diverse user base.
• Experience of developing a constructive working relationship with Product Teams, Service Teams and business units.

Essential:

• Detailed understanding and experience of the Service Design and Transition disciplines and the associated toolsets and be able to deliver to tight deadlines.
• Excellent interpersonal, verbal and written communication skills.
• Good negotiation, influencing and problem resolution skills and to have the ability to articulate complex ideas in easy-to-understand business terms.
• Be a role model by demonstrating a commitment to high performance standards while driving results.
• Be able to positively influence and persuade others to take a specific course of action to ensure issues are managed effectively.
• Can work autonomously under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives.
• Be able to make decisions which impact the success of assigned work, i.e., results, deadlines and budget.
• Performs an extensive range and variety of complex technical and/or professional work activities.
• Undergraduate degree preferred or equivalent experience
• ITIL Certification – foundation as a minimum

Desirable:

• Financial Services sector experience, or experience gained in a highly regulated environment, is an advantage.

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