Head of Service Transition

JD GROUP; Bury; On-site; GBP 60,000 - 100,000; Full time

Job summary

Join a dynamic and innovative company as the Head of Service Transition, where you will lead a high-performing team to ensure seamless service transitions. In this critical leadership role, you will develop and implement strategies for change management, release management, and knowledge management while overseeing the Configuration Management Database (CMDB). Collaborate with IT and business leaders to align service transition activities with organizational goals, driving continuous improvement and fostering a culture of excellence. This is an exciting opportunity to make a significant impact in a leading omnichannel retailer, recognized for its commitment to operational excellence and employee development.

Benefits

Incremental Holiday Allowance

Staff Discount on qualifying purchases

Exclusive Colleague Bike Discount scheme

Discounted Gym membership

Personal development opportunities

Access to Apprenticeships and accredited qualifications

Qualifications

• Minimum of 10 years in IT service management, with 5+ years in a leadership role.
• Strong understanding of ITIL processes and service transition best practices.

Responsibilities

• Lead service transition activities ensuring quality and timely delivery.
• Oversee change management, release management, and knowledge management.

Skills

Leadership

Strategic Thinking

Communication Skills

Collaboration

ITIL Processes

Change Management

Release Management

Knowledge Management

Configuration Management

Vendor Management

Education

Bachelor’s degree in Information Technology

Relevant ITIL Certifications

Tools

Service Reporting Tools

Configuration Management Database (CMDB)

Job description

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

Location – BL9 8RR

Working rota – Monday Friday

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 (e.g., ITIL Expert, ITIL Service Transition, PMP) are highly desirable.

The Company:

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 90,000 colleagues over 4,500 stores across several retail fascia's in over 36 countries around the world.

We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.

To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Incremental Holiday Allowance
• Staff Discount on qualifying purchases across Group retail stores and online
• Exclusive Colleague Bike Discount scheme
• Discounted Gym membership
• Personal development opportunities to learn and develop at work
• Access to Apprenticeships and accredited qualifications

Interested?

If you are interested in this position, then press the Apply Now button.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion.

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.