Exams Systems Service Transition manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Pay Band: 7
Country/Location: Flexible location (Beijing and Shanghai, China)
Department: Exams
Contract Type: Fixed term contract (2 years)
Closing Date: Thursday, 09 May 2024- 23:59 China Time (GMT +8)

Role Purpose:
The Service Transition Manager is instrumental in facilitating the seamless integration of new or modified IT services from project development to operational deployment. This role is focused on aligning IT services with business objectives, optimizing efficiency in transition processes, and ensuring minimal disruption to existing services. The Service Transition Manager oversees critical components such as change management, release and deployment, risk mitigation, and quality assurance to enhance the overall effectiveness of IT Service Management.

Accountabilities:
1.    Be responsible for the development and maintenance of comprehensive Service Transition plans, ensuring these plans are meticulously aligned with overarching business and IT objectives.
2.    Well manage the Change Management to assess, authorize, and prioritize changes, evaluating their impact on existing services and infrastructure.
3.    Oversee the planning, testing, and deployment of new or modified services, ensure the release and deployment process to minimize disruptions.
4.    Identify and manage risks associated with service transitions, proactively developing and implementing contingency plans.
5.    Acts as the Major incident organizer to monitor the progress of Major incidents, and push to close cycle system improvements. 
6.    Establish effective communication channels to keep stakeholders informed and coordinate with service desk and support teams to ensure readiness for potential issues.
7.    Prioritize documentation accuracy and completeness, including procedures, manuals, and knowledge articles related to service transitions, change and problem management.
8.    Facilitate knowledge transfer sessions for support teams and end-users, ensuring a smooth transition and adaptation to new or modified services.
9.    Identify and implement opportunities for process improvement, with ongoing monitoring of key performance indicators (KPIs) to drive enhancements.
10.    Continuously improve the IT service management experience in company, not only ITSM (IT Service Management) tool or overall IT support model and process

Role specific knowledge and experience:
•    Experience in IT Service Management, particularly in service transition.
•    Certification in ITIL (Information Technology Infrastructure Library) or relevant frameworks is desirable.
•    Strong project management, communication, and interpersonal skills.
•    Collaborative team player with analytical and problem-solving capabilities.
•    Knowledgeable in risk management and quality assurance principles.

Role specific skills:
•    IT Project management skills 
•    Foundation of ITIL (Information Technology Infrastructure Library)/COBIT (Control Objectives for Information and Related Technology)
•    Agile and Lean thinking

Requirements: 
•    Education: Bachelor’s degree in information technology, Computer Science, or related field.
•    Qualifications: Practitioner level of ITIL (Information Technology Infrastructure Library)/or above
•    Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.  
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role.  Relocation support is also not provided. 

Benefits:
•    Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays 
•    Statutory benefits: national social insurance benefits and housing fund 
•    Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance  
•    13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December 
•    Performance-related pay: paid annually according to relevant performance review scheme  
•    Professional development opportunities
 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.