IT Service Transition & Design Manager

Matalan; Liverpool; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

20% staff discount

Thrive Recognition Scheme

Wellbeing support

Life Assurance

Retail Rewards platform

Pension Scheme

Career development opportunities

Job summary

Matalan is seeking an IT Service Transition & Design Manager to lead end-to-end service transitions, ensuring new and changing technology services are designed, delivered and embedded for long-term success.

You'll work across technology, business and operations to create scalable, secure services, define operating models and drive continual ITSM improvements, while coordinating with suppliers to deliver seamless go-lives and steady-state support.

Qualifications

• Proven experience delivering complex service transitions in enterprise environments.
• Strong ITIL/ITSM knowledge and service design capability.
• Experience creating operating models, readiness criteria and documentation.
• Excellent stakeholder engagement and facilitation skills.
• Experience with third-party suppliers or MSPs.

Responsibilities

• Lead end-to-end service transitions, from planning and readiness through to go-live and hypercare.
• Develop transition plans, governance and readiness criteria, managing risks, issues and dependencies.
• Design scalable, secure and operationally viable services aligned to business and colleague needs.
• Define operating and support models, including SLAs/XLAs, KPIs, monitoring, escalation and continuity requirements.
• Facilitate service design workshops and map customer and operational journeys to identify improvements.
• Work closely with technology, business, operations and third-party suppliers to ensure smooth delivery.
• Ensure services are fully operationally accepted and successfully embedded into Business as Usual.
• Drive ITSM best practice and continuous improvement across transitioned services.

Skills

ITIL/ITSM

Stakeholder management

Governance & risk

Service design

Transition management

Vendor collaboration

Job description

We’re looking for an IT Service Transition & Design Manager to play a key role in ensuring new and changing technology services are successfully designed, delivered and embedded into our business.

This is a great opportunity to sit at the heart of technology delivery and operational excellence, making sure services don’t just work on day one, but are built to deliver a great experience for our colleagues and customers long term.

You’ll lead end-to-end service transitions, from planning and readiness through to go-live and early-life support, while also shaping how services will operate once they move into Business as Usual. You’ll work closely with technology teams, business stakeholders, suppliers and operational support teams to make sure every service is scalable, secure, measurable and genuinely fit for purpose.

You’ll also play a key role in our Service Design capability, creating operating and support models, defining service requirements and facilitating workshops that turn business and customer needs into practical, sustainable services.

What You’ll Do:

• Lead end-to-end service transitions, from planning and readiness through to go-live and hypercare.
• Develop transition plans, governance and readiness criteria, managing risks, issues and dependencies.
• Design scalable, secure and operationally viable services aligned to business and colleague needs.
• Define operating and support models, including SLAs/XLAs, KPIs, monitoring, escalation and continuity requirements.
• Facilitate service design workshops and map customer and operational journeys to identify improvements.
• Work closely with technology, business, operations and third-party suppliers to ensure smooth delivery.
• Ensure services are fully operationally accepted and successfully embedded into Business as Usual.
• Drive ITSM best practice and continuous improvement across transitioned services.

We’re looking for an experienced Service Transition or Service Design professional who can confidently bring together technology, people and processes to deliver successful, sustainable services.

You’ll have:

• Proven experience delivering complex service transitions in an enterprise environment.
• Strong Service Design and ITIL/ITSM knowledge.
• Experience creating service design, operational readiness and support documentation.
• Strong stakeholder management, communication and facilitation skills.
• Experience defining operating and support models.
• Strong governance, planning, risk and dependency management skills.
• Experience working with third-party suppliers or managed service providers.
• The ability to bridge the gap between technical delivery and business operations.

Experience of digital transformation, Agile/DevOps, customer journey mapping, SIAM or change management would be a bonus.

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business