Lead Service Transition Manager - Home Office - G7

Manchester Digital; Manchester; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Home Office Digital seeks a Lead Transition Service Manager to ensure new or changed IT services are operable, robust and compliant with standards. You will bridge projects and operations, drive governance and continually improve service transition.

The role requires strong stakeholder management, enterprise IT transition experience and familiarity with ServiceNow ITSM tooling. It is a full-time hybrid role with some office-based work in the UK.

Qualifications

• Designing new services and managing material changes to existing services with documentation.
• Producing high-quality deliverables across diverse contexts and environments.
• Applying structured, methodical problem-solving to complex IT transition scenarios.

Responsibilities

• Enable the process to transition projects to live service in a safe, structured manner, engaging with project teams and Enterprise Services.
• Ensure the required people, processes, suppliers and tools are in place to accept new services.
• Drive work to meet delivery deadlines without compromising quality of service.

Skills

Designing new services and changes

Stakeholder communication

Problem solving

Service design & transition

Process documentation

Enterprise IT transitions

ServiceNow ITSM

Education

ITIL Foundation

Tools

ServiceNow ITSM

Job description

Location

Glasgow, Salford, Sheffield

About The Job

Job summary

As a Lead Service Transition Manager, you will be part of a team who is accountable for ensuring that any designs for new or changed IT services are supported by the required resources necessary to operate and manage the service; deliver required levels of availability, reliability and performance; adhere to relevant industry, government and Home Office standards; are robust and affordable and are comprehensive and forward looking.

Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with senior management and other teams with a view of the bridge between projects/programmes and the operation/support of the ongoing services.

You will contribute to the definition of standards for service transition and continual improvement.

Through excellent stakeholder management skills, you will be expected to leverage people, processes, suppliers and tooling in both day-to-day and longer-term goals whilst understanding the user experience and end-to-end impact of technology within the business. You will be managing teams and coaching junior members of the team to enable upskill them in service transition.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Applicants can raise any queries to the email address at the bottom of the advert.

Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital.

Job Description

As a Lead Transition Service Manager, your main day to day responsibilities will be to:

• Enable the process to transition projects to live service in a safe and structured manner, engaging with project teams and Enterprise Services teams to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.


• Ensure and assure that the required people, processes, suppliers and tools are in place to accept new services.


• Drive work forward to meet delivery deadlines, without compromising quality of delivered service.


• Make recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.


• Work collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.


• Drive the transition process, including prioritisation, risk management and dependency activities to ensure effective transition.


• Onboard the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available.

Person Specification

Essential Skills

• Designing new services, managing material change to existing services and creating associated documentation.


• Producing high quality deliverables in a variety of contexts / environments.


• Applying a structured and methodical approach to problem solving.


• Applying a broad range of technical knowledge and skills to inform and deliver Service Design and Transition activities.


• Effectively communicating and setting expectations, with stakeholders, both internal and external to your direct team and the Home Office.


• Designing, owning and maintaining the process and procedures and proactive development of service transition and acceptance documentation.


• Working in enterprise scale IT transition teams and adhering to industry best practice.

Qualifications

ITIL v3 or v4 Foundation qualifications are essential for this role.