Service Design & Transition Lead

Service Design & Transition Lead

6 Month Contract
Hybrid working - 2 days on site in Worcester
Up to £600 per day

A major customer experience transformation programme requires an experienced Service Design & Transition Lead to shape, design and transition a new Salesforce-based customer platform into live service.

Working across business, technology and operational teams, you'll define the future operating model, establish support and service frameworks, lead transition activities and ensure a seamless move from programme delivery into BAU support.

This is a high-profile assignment involving a new Salesforce CRM, SAP integrations and a customer experience portal, offering the opportunity to influence service design, support strategy and ongoing product management.

Key Responsibilities

• Define the Target Operating Model (TOM), service strategy and support model for a new Salesforce, SAP and customer portal environment.
• Lead service design and service transition activities, ensuring operational readiness and acceptance into BAU.
• Establish AMS, support tiering, vendor management and product management processes.
• Define release management, incident management, governance, ELS and hypercare frameworks.
• Coordinate knowledge transfer, stakeho...