Service Transition Coordinator - Newcastle

IT roles
Ref: 78 Date Posted: Tuesday 10 Sep 2019
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Working in a small team, the Service Transition Coordinator is a customer facing role responsible for the successful onboarding of new customers and products.  The role ensures that new technologies and services are transitioned to the live service smoothly and are fully supportable from day one.


The scope of the role also includes configuration management, ensuring all configuration items used in the provision of live service are set correctly to ensure the seamless delivery of IT services to the customers, as well as Knowledge Management, ensuring that Pulsant’s knowledge base contains the relevant information needed to support services.


Key Responsibilities:


  • Be the first point of contact for all new products and services transitioning into customer support
  • Work closely with the Project Delivery teams and align priorities
  • Continuous improvement of the service transition management process
  • Establish and maintain controls to effectively manage service transition activities
  • Ensure that services can be managed and supported in accordance with the product/customer service description
  • Ensure live services and associated processes meet operational and service levels agreements


Skills & Experience


  • Demonstrable experience of working for a Managed Services Provider or similar experience
  • Strong communication and presentation skills
  • Adept at establishing and documenting simple process instructions from complex solutions
  • Able to manage customer expectations
  • Ability to translate technical information into plain English
  • High level of professionalism while dealing with challenging work situations