IT Service Transition Manager

Service Transition Delivery

• Lead end-to-end service transition activities aligned to ITIL best practices.
• Develop Transition Plans, Readiness Checklists, and Post-Implementation Reviews.
• Ensure operational teams are trained, informed, and prepared to support new services.
• Coordinate Service Acceptance into BAU with defined criteria and sign-off.

Stakeholder & Project Engagement

• Act as primary interface across Projects, Architecture, Engineering, Security, and IT Operations.
• Provide expert guidance on readiness, support models, and transitional risks.
• Participate in governance forums, steering groups, and change boards.

Process Governance & Compliance

• Ensure adherence to organisational, regulatory, and ITSM governance standards.
• Drive continuous improvement of transition frameworks and processes.
• Identify risks, issues, and dependencies, ensuring effective mitigation.

ServiceNow & Documentation

• Use ServiceNow to manage Transition artefacts, Change records, CMDB updates, SLAs, and documentation.
• Ensure support models, knowledge articles, runbooks, SLAs/OLAs, and CMDB data are complete before go-live.

• Proven experience as an IT Service Transition Manager or similar ITIL-aligned role.
• Strong knowledge of ITIL v4 (Service Transition/Service Design).
• Hands-on experience with ServiceNow ITSM modules.
• Background in service introduction within regulated environments (ideally FS).
• Excellent stakeholder engagement and communication skills.
• Strong analytical, planning, and organisational capability.
• Experience working in complex, multi-supplier environments.

Desirable

• ITIL v4 Foundation or higher.
• Experience in Agile or DevOps environments.
• Awareness of financial-sector regulatory frameworks (PRA, FCA, DORA).
• Experience contributing to or managing Service Design Packages., * Proactive, structured, and detail-focused.
• Strong communicator with a collaborative mindset.
• Able to balance governance with delivery pragmatism.
• Team-oriented, improvement-driven, and committed to service excellence.