IT Service Design & Transition Manager

Osborne Clarke; Bristol; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading international legal practice is seeking an experienced Service Design and Transition Manager to join their IT Services department in either their Bristol or London office. The role involves supporting the planning, execution, and acceptance of IT services, ensuring they meet business needs. Applicants should have significant project management experience and an ITIL v4 Foundation certification. This position offers a hybrid working environment with competitive salary and benefits.

Benefits

Competitive salary

Generous benefits

Health and wellbeing initiatives

Qualifications

• Experience delivering service design and transition outcomes.
• Ability to communicate technical information clearly and influence stakeholders.
• Capability to identify and resolve issues during transition.

Responsibilities

• Support planning, execution, and acceptance of IT services.
• Define service levels and ensure commitments are clear.
• Manage risks associated with new or changed services.

Skills

Project management experience

Strong written communication

Analytical and problem-solving skills

Service delivery focus

Fast-paced environment management

ITIL v4 Foundation certification

Experience of enterprise-level applications

Experience working in ServiceNow

Experience reviewing contracts

Awareness of information security

Education

ITIL v4 Foundation certification

Tools

ServiceNow

Job description

Role profile

Osborne Clarke are seeking an experienced Service Design and Transition Manager to join our IT Services department in either our Bristol or London office.

This pivotal role will support the planning, execution, and acceptance into service of new and changed IT services. You will work closely with OC's Change & Transformation team, IT service owners, Strategy & Architecture, and other stakeholders to manage the lifecycle of services from initial design through to production, ensuring they meet business needs and user expectations.

This is a permanent position offering hybrid working.

The role

As a key member of the IT Excellence Team, the Service Design and Transition Manager will champion best practice, collaboration, and continual improvement, embedding ITIL principles across the service lifecycle. You will define and govern service readiness, drive robust acceptance into service, and ensure that services are operable, supportable, and maintainable from day one.

Other key responsibilities include:

Service design and acceptance

• Ensuring service levels are defined (including availability and capacity) and confirming they can be met by ITS and third-party suppliers. Developing a robust acceptance into service approach, including hyper-care models and knowledge management.

Portfolio and intake alignment

• Collaborating with Change & Transformation to develop and embed service design principles into the project management lifecycle, and aligning with the single intake process to maintain a portfolio view of work.

Transition criteria and readiness

• Collaborating with service owners to set Service Transition criteria. Creating and maintaining an acceptance into service checklist for all new and changed projects, and agreeing early life support/hyper-care models.

Governance and contracts

• Reviewing contracts, service packages and SLAs, and providing input to senior stakeholders to ensure service commitments and expectations are clear and achievable.

Risk management

• Identifying and managing risks related to new, changed, or retired services without impeding innovation.

Service catalogue and knowledge

• Maintaining the ITS service catalogue, and ensuring product and support documentation is created, maintained, and stored in the knowledge management database.

Retirement and decommissioning

• Working with IT Asset Management, product owners, project managers and Procurement to retire obsolete products and decommission services, applications, or other service components.

Continual improvement

• Identifying and implementing continual improvements to relevant processes.

Stakeholder engagement

• Building strong relationships with Change & Transformation, IT service owners, business owners and other key stakeholders across OC.

We are looking for

• Project management experience delivering service design and transition outcomes.
• Strong written, communication and interpersonal skills, with the ability to communicate technical information clearly and influence stakeholders.
• Analytical and problem-solving skills, including the ability to identify and resolve issues during transition, report on trends, and make data‑driven decisions.
• A strong service delivery focus with a passion for improving customer experience.
• Ability to work in a fast-paced environment, managing multiple projects and tasks simultaneously.
• Minimum ITIL v4 Foundation certification, with practical application of ITIL principles.
• Experience of enterprise‑level applications and their operational support models.
• Experience of working in ServiceNow would be an advantage.
• Experience reviewing contracts, service packages and SLAs.
• A heightened awareness of information security and the risks associated with elevated access permissions, acting in line with OC's Information Security Policy and best practice.
• Experience building and maintaining service catalogues and knowledge bases.
• Proven ability to collaborate effectively with Change & Transformation, Strategy & Architecture, service owners and other stakeholders.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Osborne Clarke

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it\'s fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

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