Transition SME – Service Desk

Job Description :

We are looking for an experienced Transition SME to join our Service Desk Team. The ideal candidate will be responsible for ensuring the smooth transition of IT services and applications into production from a service desk perspective. The role will focus on providing expertise during the transition phase, working with cross-functional teams to ensure proper documentation, training, and support mechanisms are in place for new services and applications. The SME will also act as the point of contact for the Service Desk, ensuring that they are well-equipped to handle and support the new services post-transition.

Responsibility:

• Lead the planning and execution of the service desk setup process, ensuring all technical, procedural, and staffing requirements are met.
• Develop and document comprehensive transition plans outlining all necessary steps, timelines, and resources for the service desk setup.
• Collaborate with stakeholders (e.g., IT, vendors, business units) to define service desk requirements and objectives.
• Ensure service desk processes are aligned with ITIL best practices and meet service delivery standards.
• Create proper documentation for service desk setups, including configuration management and workflow diagrams.
• Act as the escalation point for complex or high-priority issues during the transition phase.
• Identify risks and potential challenges related to service desk setup and mitigate them proactively.
• Keep stakeholders informed on progress, challenges, and outcomes related to the service desk setup.
• Oversee the post-launch period to ensure the service desk is fully operational and effective.
• Gather feedback from service desk teams and stakeholders to assess effectiveness and identify areas for improvement.
• Develop and deliver training materials for the Service Desk team about new services, tools, and processes.
• Integrate new services and applications into existing Service Desk processes, including Incident Management, Request Fulfillment, and Problem Management.

Requirements:

• Minimum 15 years of experience in managing business applications, IT support, or service desk operations.
• Strong understanding of IT service transition processes and ITIL Framework.
• ITIL Foundation certification is mandatory. ITIL Practitioner or Expert level certifications preferred.
• Familiarity with ticketing systems like ServiceNow, Zendesk, or JIRA.
• Experience in creating knowledge management databases for service desk teams.
• Strong leadership and mentoring abilities with capacity to guide teams through complex transitions.
• Familiarity with Agile or DevOps methodologies in application management.

Skills Required
Itil Framework, It Service, ticketing systems