Service Transition Lead (Government)

The Service Transition Lead (STL) is a strategic overhead hire that will initially support pre-award capture activities, as well as the Proposal Response, for a multi-year National Reconnaissance Office (NRO) acquisition that AT&T Global Public Sector is bidding. The STL will be part of a Service Transition team that builds Service Management models and manages the delivery of Network services into operational support with our customer.

Pre-award activities for the STL will focus on capture support, with the majority of time spent helping the team to develop an approach to Contract and Service Management Transitions. Proposal efforts will include supporting development of the Contract Transition Plan as well as working with the Service Management Technical Lead to develop Service Transition Plans using a Managed Services Provider Model (MSPM). The STL will also support development of the program's Integrated Master Schedule (IMS), with a focus on development of tasks, milestones and timelines related to all Transition Activities. After contract award, this position will become the Transition Manager Key Role for a 150+ FTE organization that includes the migration of 10+ existing legacy contracts into a single contract containing a hybrid of multiple CLIN types (e.g., FFP, FFP/LOE, and CPFF).

The STL will be responsible for providing continuity of engineering activities during the migration of all legacy contracts in accordance with the IMS. In parallel to Contract Transition activates, they are responsible for developing executing and updating the Service Transition plans that drive the organization's transformation in the provision and management to Network managed services without impacting the mission or resources. Reporting to the Program Manager (PM) and working hand-in-glove with the programs Technical Services Lead, the STL is responsible for the quality of delivery and successful Transfer to Operations for new and changed services in line with ITIL best practice. Additionally, the STL ensures Service Management procedures are established and documented to align with ITILv3 best practice, and provide the capability to measure, and maintain performance of the service post launch to promote continual improvement.

Specific responsibilities for the STL include, but are not limited to, the following areas:

  • The Design of the Services, Governing Practices, processes and policies required to instantiate the customers vision and objectives for Network Managed Service;
  • Developing a Contractual Transition Plan and Schedule (IMS) that accounts for all contingencies in migrating legacy contracts into a single contract vehicle under one PM;
  • Developing Service Management Plans and working with the Service Management Technical Lead to ensure new services have a fully developed end to end support structure, including Processes, SLA/SLO/KPI monitoring commensurate with business requirements and priorities;
  • Recommend data collection priorities or requirements scope to validate current services (As-Is") as part of developing plans for the "To-Be" set of managed services, including decommissioning of services no longer required;
  • Define, document and gain buy-in for the scope and policies for overall service transition, ensuring they are clearly documented and effectively communicated to all stakeholders;
  • Works with the Service Management Technical Lead to ensure effective Transfer to Operations in compliance with the Service Transition Plans for all new services;
  • Provide fully documented services, which are updated and maintained throughout the life of the service (change management) and are aligned to ITILv3 best practice;
  • Represent the program at meetings to define and implement service acceptance criteria for both new and changing services;
  • Work with the Program Leadership (PM, Deputy PM, Service Management Technical Lead, Program Architect and Security Manager) and Customer Leadership (COTR, CO, customer PMO) to ensure that services are delivered in compliance with the accepted Service Transition Plans, ITIL, the MSPM, and customer polices/procedures;
  • Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed;
  • Ensure all operational support material is completed to a high standard by all relevant Design and Service Transition functions;
  • Ensure an effective set of performance metrics and service levels are delivered for new services;
  • Participate in stakeholder groups to improve the efficiency of future deliveries and processes;
  • Identify and manage Operations risks to ensure a successful transition to service;
  • Provide Governance of the Plans, and obtain Sign Off for all key project stages and artifacts.

The ideal candidate will possess relevant Government or industry program/project management experience for an effort of similar size, scope and complexity, as well as technical experience directly related this opportunity such as LAN, CAN, WAN administration or engineering. Previous Service Transition experience for either IT Services or [ideally] Core Network Services required. The STL should have 10+ years of business operations & program management experience, with at least 8 years of experience supporting network operations and service delivery within the Intelligence Community or DoD. The STL is expected to be a seasoned project professional that is adept at working with the SETA contractors, Government Contract Officer (CO), and Contracting Officer's Technical Representative (COTR) for transformation of the Networks to Managed Services. Bachelors required in a related technical field (STEM), with a Master's degree preferred. Familiarity with Risk Management, conducting risk reviews and managing program risks desired. Required Skills, Experience, and Education: Bachelors in STEM, PMP (or DAWIA/FAC-P/PM Certifications), and IT process improvement and/or capability frameworks (ITIL V3 Certification, COBIT) 10+ years of experience

Required Clearance: TS/SCI and agreement to sit for a Polygraph

Desired: TS/SCI w/Poly

AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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