This pay rate is inclusive of mandatory 25% casual loading
**About the Role**:
This is a fixed-term role through July 2025, supporting the **Modernisation Program**-an ambitious transformation of our CRM and finance systems. You will work closely with internal teams and Managed Service Providers (MSPs) to define, document, and implement processes for sustainable IT operations.
**Key Responsibilities**:
- **Service Transition Planning**: Develop and execute detailed plans to transition IT projects into BAU.
- **Acceptance Criteria**: Define operational standards and readiness criteria, ensuring alignment with service levels.
- **Collaboration with MSPs**: Lead incident management, operations manual creation, and disaster recovery (DR) planning.
- **Operational Readiness**: Conduct readiness assessments, manage go-live processes, and facilitate knowledge transfer.
- **Documentation**: Maintain up-to-date service-level documentation, best practice guides, and DR plans.
- **Risk Management**: Identify, mitigate, and document risks to ensure smooth service transitions.
**What We're Looking For**:
**Essential**:
- Extensive years of IT Service Management or Transition experience.
- Proven track record in managing service transitions for complex IT systems, including CRM.
- Robust knowledge of ITIL and service management best practices.
- Experience with MSPs in multi-vendor environments.
- Exceptional stakeholder management and communication skills.
**Preferred**:
- ITIL certification or equivalent experience.
- Familiarity with Agile, PRINCE2, or PMP methodologies.
**Key Competencies**:
- Service Orientation
- Analytical and Problem-Solving Skills
- Attention to Detail
- Strong Communication
**The Challenge**:
This role requires a confident leader to navigate:
- Cultural and leadership changes in the division.
- Potential change saturation as projects approach go-live.
- Limited internal expertise in Dynamics 365 / Power Platform.