IT Service Transition Manager

Norton Rose Fulbright LLP; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Norton Rose Fulbright Australia is seeking an IT Service Transition Manager on a 12-month contract based in Melbourne or Sydney. The role leads Service Transition across EMEAPAC, shaping the service framework, operating model, risk management, and acceptance criteria.

You will oversee transition activities including Early Life Support, service onboarding and decommissioning, ensuring IT operations teams are prepared to support new services with high quality and customer satisfaction.

Qualifications

• ITIL qualification and practical ITIL 4 knowledge required.
• End-to-end transition experience across infrastructure, applications, cloud or enterprise services.
• Experience with ServiceNow and ITSM tooling.
• Strong stakeholder management and communication skills.

Responsibilities

• Own and improve the EMEAPAC Service Design and Transition framework.
• Design end-to-end support models and escalation routes.
• Validate operational readiness including ServiceNow, monitoring, access, knowledge and reporting.
• Plan and govern Early Life Support through to formal closure.
• Ensure training for support teams before BAU handover.
• Maintain transition plans with deliverables, dependencies, owners, dates and risks.

Skills

ITIL qualification

Stakeholder management

Communication skills

Education

ITIL v4 certification

Tools

ServiceNow

Job description

1d ago , from Norton Rose Fulbright Australia

Norton Rose Fulbright is a global legal practice. We provide theworld's pre-eminent corporations and financial institutions with afull business law service. We have more than 4,000 lawyers based inover 50 cities across Europe, the United States, Canada, LatinAmerica, Asia, Australia, Africa, the Middle East and CentralAsia.

The role

Demand on our services has created an opportunity for an ITService Transition Manager to join our national InformationTechnology team on a 12-month contract based in Melbourne orSydney. The IT Service Transition Manager is responsible leadingService Transition across EMEAPAC, including the Service Transitionframework, operating model development, risk management, processdesign, and service acceptance criteria.

The successful candidate will oversee all transition activities,including support model design, Early Life Support (ELS), serviceonboarding, and decommissioning. They will play a key role inpreparing IT operations teams to effectively support new andenhanced services while maintaining high levels of service quality,stability, and customer satisfaction. Reporting to the SeniorProgram Manager, the key responsibilities and requirements for thisrole are as follows;

Responsibilities

• Own and improve the EMEAPAC Service Design and Transitionframework
• Embed service, security, resilience and supportrequirements from project initiation
• Design and agree end-to-end support models,responsibilities and escalation routes
• Validate operational readiness, including ServiceNow,monitoring, access, knowledge and reporting
• Plan and govern Early Life Support through to formalclosure
• Ensure support teams receive the required training,knowledge and runbooks before BAU handover
• Maintain transition plans covering deliverables,dependencies, owners, dates and risks
• Assure release, cutover, rollback and post-implementationarrangements
• Support controlled service retirement anddecommissioning

Requirements

• Service Design, Transition or operational readinessexperience in a large, complex organisation
• Recognised ITIL qualification and practical ITIL 4knowledge is essential, advanced ITIL, project management orAgile certification would be highly regarded
• End-to-end transition experience across infrastructure,applications, cloud or enterprise services
• Experience defining service acceptance, support models,readiness evidence and Early Life Support
• Strong knowledge of core ITSM practices
• Strong stakeholder management, negotiation andcommunication skills
• Ability to manage concurrent transitions, risks, owners anddeadlines
• Enterprise ITSM platform experience, ideallyServiceNow
• Experience in a global, legal or regulatedorganisation
• Knowledge of cloud, cyber security, resilience, DR andmonitoring

At Norton Rose Fulbright, you will be rewarded with genuinecareer prospects and an inclusive, high performing team environmentrenowned for its collaborative culture, passion for client serviceand professional development opportunities. Remuneration will becommensurate with relevant experience.

Norton Rose Fulbright values diversity and strivesto create an inclusive environment. We are proud that Norton RoseFulbright in Australia has been recognised as an Employer of Choicefor Gender Equality by the Workplace Gender Equality Agency (WGEA)as well as a gold tier employer for LGBTI Inclusion through theAustralian Workplace Equality Index. In 2025 we were re-accreditedas a Family Inclusive Workplace and always encourage people todiscuss flexible and hybrid work options with us.

We encourage Aboriginal and Torres Strait Islander candidates to apply.

Please be aware in thecourse of routine work some of our lawyers and teams canbe exposed to details of trauma. The firm has controls in placeincluding educational and psychological support. Our talent teamcan provide further details.