Service Transition Manager - #1696553

Service Transition Manager

Permanent Role

SC Eligible/Active SC Candidates may apply

Locals to Leeds preferred as 2 days travel per week in Leeds site or co-located with our customer in the Manchester site

Location

Hybrid (2 days per week in Leeds site or co-located with our customer in the Manchester site)

On-call

Required to work on a rota basis with a Shift Pattern: covering 24/7/365 rotating shifts working out to at least 1 week in every 4.

Position Overview

We are seeking a highly skilled and dynamic Service Transition & Business Change Manager. In this role, you will be instrumental in ensuring seamless transitions from project implementation to operational delivery while driving adoption and maximising the value of new services. You will work across service transition, change management, and continuous service improvement, ensuring processes evolve effectively as the service grows and the user base expands.

As part of the Technical Service Desk team, you will oversee service onboarding, change impact assessments, and stakeholder engagement while supporting a 24/7/365 service monitoring and incident response function. Your expertise will be crucial in managing the evolution of the Technical Service Desk as the wider customer programme and service delivers change and expand their customer reach.

Key Responsibilities

Service Transition & Change Management:

• Lead the development and execution of service transition strategies to ensure seamless onboarding and operational readiness.


• Collaborate closely with project managers, stakeholders, and cross-functional teams to align change management strategies with business objectives.


• Design and implement comprehensive change management plans, addressing people, process, and technology aspects of service transitions.


• Define change impact assessments, stakeholder analyses, and communication strategies to anticipate and mitigate resistance to change.


• Ensure service transition processes scale effectively to accommodate increasing complexity and a growing user base.

Business Change & Adoption:

• Lead the creation of communication materials, training programs, and support resources to enhance the adoption of new services and processes.


• Utilize data-driven insights and user engagement analytics to refine change management strategies and optimise stakeholder adoption.


• Conduct workshops, training sessions, and town hall meetings to engage stakeholders and address concerns effectively.


• Monitor feedback and engagement levels, iterating change strategies to ensure continuous improvement.

Service Operations & Reporting:

• Define and implement KPIs and metrics to measure the effectiveness of service transition and change management initiatives.


• Develop service reporting and insights dashboards to track service performance, incident trends, and operational health.


• Ensure effective coordination between service transition, technical support, and incident response teams.


• Collaborate with external partners and vendors to ensure alignment on service transition and business change initiatives.

Continuous Improvement:

• Stay ahead of industry trends, emerging technologies, and best practices in service transition and business change.


• Identify opportunities for process re-engineering and self-service capabilities to enhance transition effectiveness.


• Foster collaboration between business change, technical teams, and service operations to drive process improvements.

Training & Documentation:

• Create and maintain technical documentation, including transition plans, change impact assessments, and user adoption guides.


• Develop training materials and knowledge-sharing initiatives to upskill teams in change management methodologies and best practices.

Must-Have Skills:

• Able to commute to the Leeds office regularly and other sites e.g. Reading as required, with occasional co-location with customers in Manchester.


• Minimum of 5 years of experience in service transition, change management, or a similar role within IT service environments.


• Strong understanding of ITIL principles, service transition methodologies, and business change frameworks.


• Experience leading service transitions, onboarding processes, and stakeholder engagement initiatives.


• Exceptional communication and interpersonal skills to influence and engage stakeholders at all levels.


• Strong problem-solving abilities and adaptability to navigate complex, evolving environments.


• Proficiency in collaboration and documentation tools such as Jira, Confluence, and ServiceNow.

Preferred Skills:

• ITIL v4 certification preferred (ITIL v3 desirable).


• Experience with Agile/Scrum methodologies and tools.


• Familiarity with observability, service monitoring, and incident response platforms.