Service Transition Manager

Ref: ZR_6620_JOB  ·  Posted on 04 January 2022


Our client has an opportunity for an experienced Service Transition Management to work within their internal IT function.

The Service Transition Manager will work alongside the business function, wider company functions and the business to oversee and manage the Service Transition activities, enabling safe Programme change progress through to live service operation.

Key responsibilities
  • Take overall accountability for Service Transition activities on the Digital Transformation Programme
  • Responsible for planning and coordinating all the resources that the Service Transition processes need to package, build, test, release, deploy, and establish a new or changed service
  • Set correct expectations on the performance and use of new or changed services
  • Define and be responsible for designing fit for purpose end-to-end service models, aligned to best practice (ITIL)
  • Ensure service solutions are operable, recoverable and maintainable by service operations and are transitioned into the operational service
  • Act as the single point of contact for the projects into operations and coordinate all transition activities
  • Help the programme to successfully transition the service by clearly defining the operations criteria from the start, guiding the Programme and ensuring existing services are not impacted adversely by the project releases.
  • Act as Subject Matter Expert for the Service Transition Process, use experience to develop a workable, sustainable Transition pathway to enable a Programme delivering multiple application migrations and upgrades over an 18 month period.
  • Build and maintain relationships with Project & Programme Managers, and Service Operations Teams to influence their decisions regarding the approach to the implementation of new/changed services
  • Responsible for Early Life Support management, ensuring entry/exit criteria defined, agreed and met
  • Manage risks relating to new, changed or retired services
  • Manage risks and resolve issues that affect change scope, schedule and quality.
  • Develop and maintain the forward schedule of change events across the Programme, taking account of associated change freeze periods in line with business and DT requirements.
  • Provide good-quality knowledge and information about services and service assets and how to manage these in a Service Management Tool
  • Manage regular Service Transition reporting for Senior Stakeholders up to Director level
  • Maintain a focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
  • Responsible for the Post Implementation Review Process, ensuring lessons learnt are captured as improvement opportunities
Skills & experience
  • Proven experience within a similar role as a Service Transition Manager, in a multi technology environment with extensive previous senior Service Transition management experience
  • Demonstrable experience in transitioning multiple application services between platforms, whilst gating the controls required to improve application lifecycle management.
  • Proven understanding of change management processes in a fully change managed environment (ITIL)
  • Strong interpersonal skills, ability to negotiate and influence wide range of stakeholders
  • Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support
  • Experience in designing end-to-end service and support models
  • ITIL v3 certified
  • Very strong ITIL Service Transition process knowledge and experience
  • Technology experience specifically within knowledge, change and release management
  • Experience within a multi-vendor team structure
  • Ability to work effectively across all levels of the organisation, leading by example to develop and maintain effective working relationships with a range of partners, delivery teams and stakeholders
  • Strong people management skills with the ability to inspire and motivate team members and other colleagues to meet deliverables and adhere to agreed processes and ways of working
  • Ensures compliance of the business services impacted by the change
  • Understands policy, principles and approach and experience of working in a secure environment
  • Demonstrable Experience of working in a large Transformational Project or Programme
  • Professional presentation with strong people skills with all levels
  • Able to gain credibility with senior staff and the trust of all staff
  • SC cleared or the ability to become SC cleared

The client would also like to see some of the below, but this is not essential:

  • Hold the ITIL Certificate in IT Service Transition
  • Experience of a PRINCE2 Project Delivery environment
  • Defence/aerospace industry including specific experience of MoD/DoD programme engagement or associated highly regulated industry background.
  • Degree level education although significant experience and track record with tertiary qualifications


Apply for role
Contract Management IT (Information Technology) Digital Project Defence Aerospace

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