Head of Service Transition

TN United Kingdom; Bury; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Service Transition to lead a critical team responsible for ensuring seamless transitions of technology services into operations. This role requires a strategic thinker with a deep understanding of ITIL processes and excellent leadership skills. You will oversee change management, release management, and contract management, driving continuous improvement and collaboration across teams. Join a forward-thinking organization where your expertise will shape the future of service delivery and enhance operational excellence.

Benefits

Flexible Working Hours

Health Insurance

Professional Development Opportunities

Performance Bonuses

Pension Scheme

Qualifications

• 10+ years in IT service management with leadership experience.
• Strong knowledge of ITIL processes, especially in service transition.
• Experience managing third-party contracts and vendor relationships.

Responsibilities

• Lead the service transition team, ensuring smooth transitions of services.
• Oversee change enablement and release management processes.
• Develop strategies for knowledge management and service reporting.

Skills

Leadership

ITIL Processes

Change Management

Release Management

Configuration Management

Knowledge Management

Contract Management

Vendor Management

Communication Skills

Strategic Thinking

Education

Bachelor's Degree in Information Technology

ITIL Expert Certification

PMP Certification

Tools

Service Reporting Tools

CMDB

Job description

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The Head of Service Transition is a critical leadership role responsible for ensuring the smooth transition of Group Technology services into the operational environment.

This role encompasses change enablement, release management, knowledge management, CMDB (Configuration Management Database), service reporting, and contract management for the execution layer.

You will oversee the planning, coordination, and execution of service transition activities, ensuring services meet quality standards and are delivered on time and within budget. This role requires a strategic thinker with strong leadership skills and a deep understanding of ITIL processes and best practices.

As the Head of Service Transition, you will lead the service transition team, managing processes and frameworks necessary for effective service transitions. Your responsibilities will include developing and implementing strategies for change management, release management, knowledge management, CMDB, configuration management, and service reporting.

Additionally, you will manage contracts with third-party providers responsible for the execution layer, ensuring they meet performance standards and integrate seamlessly with our workflows.

The role demands collaboration with various IT and business leaders to align service transition activities with organisational goals, driving continuous improvement and fostering a culture of excellence within the service transition team and across the organisation.

· Job Title – Head of Service Transition

· Working hours – 40

What You'll Be Doing:

• Develop and implement change management strategies to ensure smooth and controlled transitions of services.
• Oversee the change enablement process, ensuring changes are reviewed, approved, and implemented with minimal disruption.
• Collaborate with stakeholders to assess the impact of changes and ensure readiness for implementation.

Release Management:

• Plan and manage the release of new services and updates, ensuring coordination across teams and adherence to schedules.
• Develop release policies and procedures, ensuring alignment with organisational goals and compliance requirements.
• Oversee the deployment of releases, ensuring successful implementation and addressing any issues that arise.

Knowledge Management:

• Establish and maintain a knowledge management framework to capture, store, and share information across the organisation.
• Ensure knowledge resources are up-to-date, accessible, and effectively utilised by IT and business teams.
• Promote a culture of continuous learning and improvement through effective knowledge sharing practices.

CMDB and Configuration Management:

• Oversee the management and maintenance of the Configuration Management Database (CMDB).
• Ensure the accuracy and completeness of configuration data, supporting effective service management and decision-making.
• Develop and enforce configuration management policies and procedures, ensuring compliance with industry standards.

Service Reporting:

• Develop and maintain service reporting frameworks to provide insights into service performance and compliance.
• Produce regular reports on key performance indicators (KPIs), service level agreements (SLAs), and other metrics.
• Present findings to senior management and stakeholders, providing recommendations for improvement.

Contract Management:

• Oversee the management of third-party provider contracts responsible for the execution layer of service transition activities.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) as outlined in the contracts.
• Lead negotiations for contract renewals and amendments, securing favourable terms and conditions.
• Monitor vendor performance and manage relationships to ensure high-quality service delivery.
• Ensure third-party providers are integrated seamlessly into the organisation's workflows and align with the overall strategic vision.

Leadership and Collaboration:

• Lead and develop a high-performing service transition team, fostering a culture of excellence and continuous improvement.
• Collaborate with other IT and business leaders to ensure alignment of service transition activities with organisational goals.

Act as a point of escalation for service transition issues, ensuring timely resolution and effective communication.

What We're Looking For:

Required Skills and Experience:

Leadership and Management:

• Proven leadership abilities with experience in mentoring, coaching, and developing high-performing teams.
• Strong strategic thinking and planning skills to drive continuous improvement and foster a culture of excellence.
• Excellent communication and interpersonal skills to build strong relationships with technical and business stakeholders.
• Effective collaboration skills to work with various IT and business leaders, ensuring alignment of service transition activities with organisational goals.

Technical Expertise:

• In-depth knowledge of ITIL processes and best practices, particularly in service transition areas such as change enablement, release management, and configuration management.
• Strong understanding of Configuration Management Database (CMDB) and its role in service management.
• Proficiency in knowledge management frameworks and service reporting tools.
• Experience in managing the end-to-end lifecycle of IT services, from development to operations.

Contract and Vendor Management:

• Experience in managing third-party provider contracts, including negotiating terms, monitoring performance, and ensuring compliance with SLAs and KPIs.

Experience:

Professional Experience:

• Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role overseeing service transition activities.
• Experience in the retail industry or a similar fast-paced environment is a plus.

Service Management:

• Practical experience in developing and implementing strategies for change management, release management, knowledge management, CMDB, configuration management, and service reporting.
• Demonstrated ability to manage the planning, coordination, and execution of service transition activities, ensuring they meet quality standards and are delivered on time and within budget.

Educational Background:

• Bachelor’s degree in information technology, Computer Science, or a related field.

Relevant certifications (, ITIL Expert, ITIL Service Transition, PMP) are highly desirable