Service Transition Analyst

Department Context

The Cox Automotive Product & Technology Group in Europe (CAPTG) is a collection of Product & Technology teams who together deliver & support all of the digital solutions for Cox Automotive and its businesses within the UK & Europe. Our mission is to deliver exceptional Products and Technology services that support our business operations and drive innovation.

This includes Product Management, Software Engineering, Programme Delivery, Service, Infrastructure, Security, Architecture & Data.

The Service & Infrastructure teams operate together as a function within that structure.

Scope of Role

The Service Transition Analyst plays a vital role in ensuring that new or modified Technology & Product services are smoothly transitioned into the live environment. The Transition Analyst will work with Technology, Product & Project teams to help support the successful delivery & transition into service of Technology change.

This role helps to ensure that Technology & Product services are transitioned effectively, minimizing disruption and maintaining service quality.

Objectives for Role

Key Responsibilities:

Provides a key interface between the stakeholders from Project Solution/Delivery and Service Management/Delivery units in order to drive successful service introductions and handover from the project to day to day operational support

Assess service readiness against service transition acceptance criteria at the start of the project to ensure successful cutover to live

Working with Product Teams to complete quality and security assurance activities

Supporting Product Teams to complete transition readiness assessments before going live and signing off for implementation.

Ensures the accurate documentation of the support processes and responsibilities of services being introduced

Operational Acceptance Criteria (OACs): Track and manage delivery against OACs for support services.

Readiness Activities: Identify and ensure readiness activities are in place for the go-live date.

Risk Management: Identify and manage operational risks resulting from changes, projects, or other service transition activities.

Stakeholder Coordination: Work closely with stakeholders to ensure alignment and smooth transition.

Service Design Models: Build service design models for processes such as incident, problem, change, and service request

Documentation: Maintain detailed documentation of transition activities, including plans, reports, and communications.

Workshops and Meetings: Support service transition workshops and go/no-go meetings to achieve agreed outcomes.

Validate changes against the transition framework and appropriate policies and procedures

Working with technology suppliers and outsourced partners on technology transition activities and governance

Follow and enforce the Service Transition processes within projects, acting as the quality gate for service delivery and technical operations

Ensure that the processes and products of the participating organisations and groups are compliant with the CAPTG Service Transition process

Skills, knowledge and experience

·       Certified to ITIL Foundation Level

·       IT Service Management / Service readiness / transition experience

·       Good stakeholder management skills.

·       An ability to prioritise a demanding workload.

·       Resilience working with a range of IT stakeholders.

·       An ability to foster strong supplier relationships in complex vendor landscapes.

·       Confidence to work with ambiguity

Information Security Statement

You must ensure that you are aware of, understand and comply with the Cox Automotive Information Security Policies and supporting procedures including the specific section on your own personal responsibilities.

You must ensure that adequate financial and people resources are available so that you can comply with all aspects of Team Member Training and Communication, Risk Assessment and Emergency Planning, Security and for those locations or departments that are within your line management responsibilities as stated with Cox Automotive’s Information Security and other related policies.

Along with those responsibilities you shall ensure that all information handling and computer use activities performed in your business area are developed and managed in accordance with Information Security policies and any changes to process are specifically referenced against policy, business and IT change management as appropriate.

Furthermore, you must ensure that all your direct reports fulfil their own personal responsibilities and ensure compliance with all relevant Cox Automotive Information Security and other related Policies.