AI-Driven Service Design & Transition Lead

Currys; London Borough of Lambeth; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Private Medical Insurance

Life Assurance

Staff discounts

Hybrid working

Job summary

Currys, London Campus at Waterloo, is recruiting a Service Design & Transition Lead on a 12-month fixed term contract. You will oversee the design, transition and operational readiness of IT services, governing lifecycles for a smooth handover to Operations.

The role emphasizes cloud, automation and AI-enabled IT Operations, delivering a service design plan, managing stakeholders and budgets, and producing runbooks and documentation.

Qualifications

• Strong background in ITSM processes and operational modalities.
• Demonstrated experience leading service design and transition within Agile frameworks and DevOps.
• Skilled in managing diverse stakeholders and multiple vendors to foster partnerships.
• Ability to oversee diverse project portfolios across Agile and Waterfall methodologies.
• Proficient in cloud services, DevOps practices, and tools including ServiceNow, SharePoint, Excel, and Jira; growing awareness of AI/automation tooling (AIOps, ITSM-integrated AI, conversational platforms).
• Excellent communication skills with the ability to produce clear service design and transition documentation.
• 5+ years IT Service Management experience with proven Service Design and Transition delivery.
• ITILv4 Foundation and related certifications.

Responsibilities

• Develop and implement Service Design and Transition Plans aligned with strategic objectives and Project Delivery Plans, incorporating AI-augmented patterns where appropriate.
• Ensure observability standards and use AI-driven monitoring to enable proactive issue resolution.
• Manage relationships with internal, client, and senior stakeholders for clear communication and alignment.
• Oversee operational and financial aspects, run cost transitions to budget holders, and ensure sustainability beyond project lifecycles.
• Provide training and runbooks, service design documentation, and a Supplier Handbook.
• Advocate the Service Assurance framework and identify opportunities for AI-enabled automation and insights.
• Champion pragmatic AI adoption within IT Operations and develop a realistic AI roadmap.
• Foster cross-functional collaboration with engineering, data, and product teams to inform design.
• Coordinate Early Life Support and ensure Service Acceptance Criteria alignment.
• Make key decisions on service design and transition strategies and escalate critical issues.

Skills

ITSM processes

Service Design

Transition delivery

Stakeholder management

Cloud & DevOps awareness

ITILv4 Foundation

Education

Degree in computing or related field

Tools

ServiceNow

SharePoint

Excel

Jira

Job description

Currys, London Campus at Waterloo, is recruiting a Service Design & Transition Lead on a 12-month fixed term contract. You will oversee the design, transition and operational readiness of IT services, governing lifecycles for a smooth handover to Operations.

The role emphasizes cloud, automation and AI-enabled IT Operations, delivering a service design plan, managing stakeholders and budgets, and producing runbooks and documentation.