Service Planning Lead

About Our Team:

Our Service Assurance team consists of Service Planning Leads who are embedded in virtual EUC Squads, Hardware Asset Management and Knowledge and Communications within the area of End User Computing.  We are located across different countries with a shared goal of ensuring the services and products provided by EUC are fully supported and maintain standards to achieve our end user expectations and requirements. 

About the Role:

The Service Planning Role will represent Service Assurance within the Managed Software Squad which comprises software packaging engineers.  You will be focused on ensuring that all new and updated software packages and SaaS (Software as a Service) onboarding from our Managed Software Squad meets ITIL governance, SD&T principles and ideally exceed business requirements and expectations, keeping key stakeholders informed.  Working in partnership with the Squad Engineering Lead you will foster collaboration and organization.

Responsibilities

• Responsible for ensuring that the impact of every element of the life cycle of deployments is considered, from the time a major project, software packaging request or SaaS platform onboarding request is confirmed to its eventual deployment. 
• This would involve co-ordination of the processes to ensure support requirements are defined and accepted, transition planning, configuration and change management planned and actioned, performance and risk evaluation analysis conducted, release management, early life support and post release reviews conducted as required.
• The Service Planning Lead will need to plan and facilitate service design and transitions with the needs of end users, business requirements and operational support processes at front of mind. 
• Provide support teams and key stakeholders awareness of project activity through regular updates and reports of transition activities.
• You will also ensure that correct change control procedures are followed, that stakeholders are correctly engaged around release activity, and that effective knowledge is in place for both our users and our support teams.
• Be the escalation point alongside the Engineering lead to work to resolve support issues by facilitating collaboration across key teams to resolve.
• Working with the Squad to plan and execute releases, from small patches right through to full Operating System upgrades ensuring no negative impact to users.
• Help to facilitate collaboration by organising weekly squad meetings and attending wider squad/EUC meetings to represent your squad.  You will need to engage in collaboration channels such as MS Teams and Slack to work with our global teams.
• Ensure the Service Catalogue & CMDB is kept up to date to reflect the services offered by EUC.
• Work closely with Major Incident Managers and the support teams who manage Elsevier’s response to high priority user production incidents to assure an effective response when needed.
• Drive Continual Service Improvement (CSI) within the Managed Software Squad, working with the Squad Engineering lead with a strong focus on streamlining process whilst maintaining effectiveness and embracing new technologies.

Requirements

• Experience in Service Design and Transition Management processes within an agile or ITIL delivery model.
• Knowledge of Agile methodologies including Scrum and Kanban and how to align with each.
• Strong track record of producing detailed Service documentation across multiple platforms and technologies.
• Proven experience in building effective relationships with internal stakeholders and suppliers.
• Knowledge of end user platforms and services.
• Proven track record of working independently and able to foster good working relationships across teams globally.
• Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail.
• Experience of creating and maintaining a project plan.
• Excellent time management, analysis and problem-solving skills.
• An understanding of the need for standards in IT and a willingness to achieve further formal ITIL qualifications as required.
• Minimum two years’ working in a service environment where ITIL service management principles and processes are implemented.

Preferred experience

• Knowledge of EUC technologies.
• Knowledge of Cloud technologies and the service offerings around the platform.
• Knowledge of Information Analytics and data analysis.
• Knowledge of Jira, Confluence, MS Teams and Slack.

• Well-developed presentation and influencing skills and be capable of making the case for and achieving effective service transition deliverables in project environments where delivery timescales may be inflexible.
• Gravitas to influence and matrix-manage a range of non-direct reports within the EUC IT team.
• Strong reporting skills to clearly communicate the progress/challenges within the functional area to a senior management audience.
• Innovative and positive team player who is passionate about delivering great service to stakeholders as part of a collaborative IT team.
• Ability to manage conflicting demands and priorities, and influence others.
• A well organized, collaborative and creative professional approach.

Work in a way that works for you 

• We promote a healthy work-life balance with numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals. 

Working for you 

• Comprehensive Health Insurance: Covers you, your immediate family, and parents. 
• Enhanced Health Insurance Options: Competitive rates negotiated by the company. 
• Group Life Insurance: Ensuring financial security for your loved ones. 
• Group Accident Insurance: Extra protection for accidental death and permanent disablement. 
• Flexible Working Arrangement: Achieve a harmonious work-life balance. 
• Employee Assistance Program: Access support for personal and work-related challenges. 
• Medical Screening: Your well-being is a top priority. 
• Modern Family Benefits: Maternity, paternity, and adoption support. 
• Long-Service Awards: Recognizing dedication and commitment. 
• New Baby Gift: Celebrating the joy of parenthood. 
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates. 
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays. 
• Free Transport pick up and drop from the home -office - home (applies in Chennai) 

About Business 

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world

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Experience Level

Senior Level