Job Description

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.
M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plcs ambition to be the best loved and most successful savings and investments company in the world.
Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
The Service Transition Analyst, being a Service Management professional in India, is responsible for working along with project teams and providing consultation around the transition of new or modified IT services into the live environment. This role ensures that all projects adhere to Service Transition process and that service changes are effectively managed, documented, and handed over to the operations team with minimal disruption to business operations. The Service Transition Analyst will work closely with project teams, service owners, and other stakeholders to ensure a smooth and successful transition process.
As the business continues to develop, the Service Transition Analyst Service Management will be an integral part of the team in India.
Stability & reliability in our Technology services supported by mature processes and clearly outlined compliance & governance frameworks will lead to reinforced business trust and establish Enterprise Technology Service & Integration Management as the heartbeat of Technology Service Provision, delivering End to End Service Management & Support and maintaining a SIAM (Service Integration & Management) multiple supplier model.
The Service Transition Analyst Service Management will play a significant role in the delivery of (but would contribute to all Service disciplines):

• Service Transition: Change Management & Knowledge Management with input to Configuration Management
• Continuous Service Improvement:

The role holder must have experience of working with and providing recommendations to business stakeholders with the ability to demonstrate and enhance through living the values a culture of continuous service improvement underpinned by measures that deliver actionable insight and improvement taking account of the business perspective.
The role holder will be expected to be proactive, forward thinking working in an influential and collaborative manner right across the M&G organisation.
Purpose statements:

• To contribute to the continued delivery of an ITSM / SIAM Strategy that is industry standard and Best in Class.

• To contribute to the delivery and improvement of a consistent ITSM policy, process and procedures that harmonise IT Service & Integration Management across M&G and promote value to the business.
• To play an integral part in the skilled India based team and IT partners/suppliers that will drive delivery at pace, deliver consistent high quality reliable services and provide appropriate mechanism for capturing and managing IT issues arising across the M&G organisation, providing oversight, challenge, reporting and escalation.
• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls to support improvement of the overall control environment, customers outcomes and a reduction in Technology operational risk.
• Develop and implement comprehensive service transition plans and related artifacts
• Assist Project Managers in service transitioning, ensuring alignment with business objectives and ITIL best practices.
• Collaborate with cross-functional teams, conduct risk assessments to define service transition requirements and establish timelines
• Develop and maintain documentation for service transition processes, procedures, and policies.
• Monitor and report on the progress and readiness of projects.
• Ensure a smooth handover of services from the project to the operations team.
• Ensure compliance with ITIL framework and best practices throughout the service transition lifecycle.
• Manage and predict potential course corrections
• Transfer critical knowledge for faster, more accurate decision-making.
• Conduct post-implementation reviews to identify lessons learned and areas for improvement.

Knowledge Statements

• Good understanding of ITIL processes, especially Service Design, Service Transition, and Service Operations
• Knowledge of ITSM tools and software (e.g. ServiceNow, BMC Remedy, etc)
• Understanding of project management principles and methodologies
• Working knowledge of Financial Services and Technology industries and marketplaces
• Working knowledge of ITIL framework and associated industry standards for ITSM
• Understanding of SIAM
• Given the changing structure within the organisation, demonstrably be comfortable with ambiguity whilst driving governance and rigor across Service Management.
• Good understanding of working in a multi-source partner environment and managing partner service quality performance
• Good understanding of the ITSM, ITOM and DEVOPS tooling landscapes (particularly ServiceNow)
• Great team working skills in a rapidly changing and developing organisation.

Experience Statements

• Experienced in an IT Service Integration & Management function or its components in a large complex corporate environment with a focus on Service Transition.
• Demonstrable knowledge and certification and up to date knowledge of IT best practise frameworks (ITIL , Agile)
• Experience of managing IT partners and suppliers within a SIAM framework.
• Demonstrable experience translating trend analysis and insights into corrective action across the Technology organisation.
• Experience with using ServiceNow or an alternative ITSM platform.
• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Proven track record of successfully managing service transition projects in complex IT environments.

• Demonstrate authenticity and personal integrity that provides a role model for others which remains true and holds fast when making courageous decisions and drives them through.
• Compelling communication skills to connect with senior business stakeholders providing absolute clarity of status and future direction.
• Analytical mind-set to critically analyse plans and highlight critical pathways, risks and gaps.
• Embrace change proven ability to rethink business problems imaginatively and encourage diverse perspectives. Is able to move quickly between strategy and operational delivery whilst maintaining and enhancing controls.
• Good decision making ability to take decisions and make things happen both in the short & long term with proven track record of overcoming obstacles to completion.
• Highly organised with effective prioritisation, delegation and planning skills
• Strong teaming skills embrace a culture of one Team, one business and promote combined expertise and value to M&G Prudential

Qualifications:

• Provide any qualifications needed to perform the role (essential and desirable)

• ITIL V4 or V3 certification (minimum Intermediate level, Expert preferred).

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.