Service Transition Analyst
Avis Budget Group EMEA Ltd is a leading provider of mobility solutions across Europe, Africa and the Middle East, where it operates the globally recognised Avis and Budget brands.
Avis Budget is a trusted brand with a long history of innovation in the car rental industry and is one of the world's top brands for customer loyalty, with a commitment to true convenience and exceptional service with the Avis human touch.
The Avis brand operates across six continents via a network of over 5230 locations in 166 countries, through wholly-owned subsidiaries in 21 corporate countries complemented by licence arrangements in a further 145 countries. The Budget brand, serves customers across six continents, through more than 3,900 locations in 124 countries, including over 800 airports. These are predominantly franchise businesses with corporate operations in France, Germany, Spain, UK, Austria, Netherlands and Switzerland.
Budget is an industry leader in providing vehicle rental services to value-conscious travellers worldwide.
Where possible and for customer convenience, the Avis and Budget brands share the same rental locations at many airports, railway stations and other key locations across Europe.
Avis Budget Group EMEA Ltd is owned by Avis Budget Group, Inc. (NASDAQ: CAR), which operates and licenses both brands throughout the world. For more information, on the Avis brand, visit www.avisbudget.com/.
The primary purpose of the Service Transition Analyst is to facilitate the handover of projects into the BAU production environment. Ensuring that the Support Services operational support teams have everything they need to be able to provide ongoing support through the capture of operational readiness requirements including Non-Functional Requirements (NFRs).
The Service Transition Analyst ensures that all aspects of operational readiness are considered throughout the project lifecycle through collaboratively working with the project and operational support teams. The following activities will be required (not an exhaustive list) –
Service Transition resource costs estimated and included at project initiation.
Creation of Service Transition Handover Document (STHD) including component support matrix and
Creation and ongoing management of Service Operational Acceptance Criteria (SOAC) ensuring
operational requirements are captured, completed and evidenced prior to go live.
Creation of Service Readiness and Warranty Slidepacks to facilitate decisions in regards to project go lives
and warranty exits.
Ensure that operational ongoing costs (OPEX) are identified and handed over from the project so they are
included in future Opex planning.
The Service Transition Analyst will be responsible for:
Service Transition impact assessment and planning for operational readiness, ensuring the integrity of the
live environment is protected and that new/changed services can be supported by IT through identification
and completion of readiness requirements.
Ensure detailed planning, engagement and agreement with Programmes and Projects takes place, liaising
with Technical Leads, Developers, BA’s, PM’s,and Support Services stakeholders to ensure support
issues are progressed effectively and to the satisfaction of the business.
Deliver Service Readiness documentation as per the Service Transition process that will be reviewed and
approved by key stakeholders.
Ensure relevant Service Operational Acceptance Criteria (SOAC workshops are planned, run and outputs
Assessment of test results, identifying defects or missing capability that could drive manual workarounds,
SLA failure or resource impacts into the Support Services team(s).
Ensure that Knowledge Transfer and Training is completed in a timely, consistent and qualitative manner
in accordance to what the support team(s) require.
Ensure a suitable Early Life Support (ELS)/Warranty framework is put in place to ensure the accountability
of the end to end project delivery remains with the project until Warranty has been exited via approval
from the relevant support team(s).
Manage Service Operational Acceptance Criteria (SOAC) to conclusion, items that are being delivered
outside of the SOAC require documented agreement from the relevant stakeholders.
Build effective relationships with identified business and IT stakeholders.
Process Documentation – create/update/maintain as and when required.
Drive the improvement of processes and procedures in line with ITIL best practice.
This role is critical to the success of IT and as such the successful candidate will need to be dedicated, motivated
and flexible. Normal working hours are 9am – 5.30pm although additional hours to fulfil the requirements of the role are quite likely to be necessary.
Experience of agile and waterfall IT project delivery
Experience of working in an ITIL environment
including management / support of IT Applications
Strong practical understanding and experience of
IT Service Transition planning and Service
Readiness duties and concepts.
Regular Customer facing experience
Working with 3rd party suppliers
Experience of working with and as a part of a
Experience of working in either an Application,
Implementation or Change Management Support
Knowledge of travel industry preferably car rental
Excel and Reporting experience
If you like the look of the above please apply today!