The Service Implementation and Management Manager position is a dual-focused role responsible for ensuring the efficient and controlled introduction of new or changed services into the operational environment, particularly those delivered by a third-party partner. After the service is live, this role will assume responsibility for managing the long-term relationship and performance of the services and the partner to ensure the continued delivery of high-quality services. 

Responsibilities

• Plan and coordinate the end-to-end transition of new, modified or retired services ensuring minimal disruption to business operations. 

• Develop and manage service acceptance criteria and ensure that all new or changed services meet these requirements before being transitioned to live operation. 

• Oversee and control the change, release and deployment of services in accordance with established policies and procedures. 

• Identify, analyze and mitigate potential risks and issues related to service transitions, implementing corrective actions as needed. 

• Act as a central point of contact for transition activities, aligning project teams, service owners and partner representatives.  

• Host regular service review meetings with the partner to discuss performance metrics, service issues and opportunities for improvement.  

• Manage a continuous service improvement register and drive initiatives to enhance the quality, efficiency, and effectiveness of services delivered by the partner. 

• Support and ensure compliance with all Finance processes for recording, monitoring, tracking and reporting Services forecasted and actual spend within LBE, LRP, and annual Capital planning events.  

• Provide a consolidated, risk-aware perspective of the Services that are being transitioned or delivered as part of this portfolio.  

• Leading all renewal events for Services within this portfolio.