Principal Engineer, Service Transition Lead
Universal City, CA

Job Description

Responsibilities

OVERVIEW:

This role will own the Service Transition process for the Global Enterprise Technology group and will oversee its delivery by our primary 3rd party supplier and internal project teams. The role will lead on continual service improvement efforts on the Transition process, such as ensuring it is made "cloud ready" and also in driving process compliance across the organization to ensure that all service impacting changes, or projects, that go-live, are properly considered, approved and supported by relevant operational groups.

Reporting to the Director, Global Service Management Operations, you will be working across the Enterprise Technologies organization and with internal and external groups to ensure delivery and success.

Key features of this role are Service Transition and IT Service Management.

YOUR DAY TO DAY:

* Management of Service Transition process delivery by 3rd party
* Management of Service Transition process and it's governance and compliance within Enterprise Technologies and integrations with existing project frameworks
* Work with Enterprise technology teams to build understanding and wide adoption of formal Service Transition processes
* Ensure clear communication of Service Transition objectives, outputs and strategy.
* Identify and progress continual service improvement opportunities
* Serve as an escalation point for transition issues for the project & operational groups
* Prepare internal reports on Service Transition and lead their review with Executive Management.
* Partner with Service Management Ops colleagues to deliver on Enterprise Technology strategies
* Manager the providers of core functions to ensure compliance to SLAs and contractual obligations

WHO WE'RE LOOKING FOR:

* You are a passionate Service Transition specialist who has a strong understand of best practice and industry trends.
* You are familiar with project governance and service operations

Qualifications/Requirements

IT Operations experience

Experience as a transition manager or transition role

Strong practical ITIL/ITSM skill set

ITIL V3 Foundation minimum

Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization

Demonstrated experience of managing 3rd parties within a service delivery function