Lead - IT Service Transition

The IT Service Transition Portfolio Director oversees Change Management, IT Service Transition, IT Asset Management (ITAM), and Configuration Management Database (CMDB) functions, ensuring seamless integration of services into operations for Great Eastern.

1. Operational Leadership & Governance 

• Oversee and Govern Change Management, Service Transition, ITAM, and CMDB functions, ensuring alignment with ITIL, DevOps, and industry best practices whilst complying to regulations and policies, particularly those of IT security and Risk Management

   

• Govern risk assessment, compliance, and audit readiness for IT service transitions, including legacy, virtualized, and cloud-based systems.

• Ensure end-to-end asset lifecycle management, optimizing costs across software, hardware, and cloud resources.

   

• Maintain CMDB accuracy, integrating data from ServiceNow, OT uDiscovery, or other discovery tools for comprehensive service visibility.

2. Stakeholder & Vendor Management 

• Collaborate with IT leadership, security, and architecture teams to align service transitions with organizational goals.

• Partner with tool vendors and managed service providers to enhance CMDB, ITAM, and automation capabilities.

• Act as an escalation point for high-impact changes, compliance risks, and cross-functional dependencies.

3. Digital Transformation & Tooling Strategy 

• Drive adoption of AI/ML and automation for predictive change impact analysis, asset optimization, and incident prevention.

• Optimize CMDB tooling ecosystems, ensuring seamless integration between ServiceNow, discovery tools (e.g., Device24, OT uDiscovery), and third-party ITAM solutions.

• Implement shift-left and self-service strategies to streamline user interactions with IT services.

• Evaluate and recommend emerging technologies (e.g., AIOps, generative AI for IT operations) to enhance service transition efficiency.

4. Performance & Continuous Improvement 

• Define KPIs and SLAs for service transition effectiveness, tracking metrics like change success rate, CMDB accuracy, and mean time to deploy (MTTD).

• Conduct post-implementation reviews (PIRs) to identify improvement opportunities in processes and tooling.

• Build a high-performance team which promotes a culture of innovation, experimenting with automation, AI, and lean methodologies

• Is involved leading a team across geographies and managing budget across the functions that leverages tools such as ServiceNow and other enterprise tools to drive efficiency, automation, and innovation across on-premises, cloud, and hybrid environments.

   

• As a leader in both operational IT service management supporting digital transformation, this role champions AI adoption, process optimization, and shift-left strategies to enhance service delivery while reducing manual overhead whilst maintaining operational stability.

• A Bachelor’s or Professional Degree in IT, Computer Science, or related field (ITIL Expert, COBIT or ISO/IEC 20000; PMP certifications a plus)

• 10+ years in IT Service Management, with expertise in Change Management, Service Transition, ITAM, and CMDB.

• Hands-on experience with major service management platforms like ServiceNow (ITSM, ITOM, ITAM, CMDB) and/or other CMDB tools (Device 42, Open Text uDiscovery, etc.

• Familiarity with deployment tools like Ansible, Jenkins, Terraform, GitLab, Dimension or Bamboo

• Strong understanding of Agile methodology, SDLC, cyber security principles, risk management and compliance requirements related to service transition.

• Proven track record in digital transformation, automation, and AI/ML applications in IT operations.

• Expertise in CMDB data modeling, discovery tools, and integration strategies.

• Familiarity with AIOps, shift-left, and self-healing IT concepts.

• Knowledge of generative AI for IT operations (e.g., automated change plans, anomaly detection).

• Experience working with multiple teams (business, IT application and infrastructure teams) for service management and operations.

• Planning and organisational skills for undertaking team leadership and BAU workload management.

• Self-driven with a positive attitude and strong leadership skills to champion for culture change management initiatives within IT and with interfacing Business stakeholders

• Strong and factual communication skills and able to manage situations/conflicts and influence others.

• Good analytical skills and a creative approach to problem solving and provide options and solutions.

• Experience with budget management and vendor management

• Excellent leadership and stakeholder management abilities.