Senior Service Design & Transition Analyst

Pacific Asset Management, LLC; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Leave 25 days annual leave

Adoption & fertility leave

Healthcare & private insurance

Group Life Insurance

Optical benefits

Retirement savings scheme

Wellness subsidy

Employee assistance program

Cycle to Work

Salary sacrifice

Volunteering time

Job summary

Pacific Life Re is seeking a Senior Service Design & Transition Analyst to ensure new or changed services are designed, governed, transitioned, and accepted into live operations in a controlled, value-led way.

Aligned to ITIL, you will work across the end-to-end service value chain with project, product, architecture, security, operations, suppliers, and business stakeholders to define outcomes, manage transition risk, and enable continual improvement after go-live.

Qualifications

• Experience in service design and transition of enterprise services.
• Strong ITIL-aligned governance and operational readiness skills.
• Ability to document service design packages, RACI, and acceptance criteria.

Responsibilities

• Define end-to-end service designs including ownership, support model, and KPIs.
• Lead or support transitions into live operations with readiness assessments.
• Collaborate with project, product, architecture, security, and operations teams.

Skills

Service Design

Change Enablement

Release & Deployment Management

Service Validation & Testing

Service Configuration Management

Knowledge Management

Monitoring & Event Management

Incident, Problem & Service Request Mg

Tools

ServiceNow

ITSM tooling

Job description

Job Title Senior Service Design & Transition Analyst Job Description The Service Design & Transition Analyst plays a key role in ensuring that new or changed technology services are designed, governed, transitioned, and accepted into live operations in a controlled and value-led way. Aligned to ITIL principles, the role supports the organisation’s Service Value System by helping teams co-create business value through services that are fit for purpose, fit for use, resilient, supportable, secure, and operationally ready. The role works across the end‑to‑end service value chain, engaging early with project, product, architecture, security, operations, suppliers, and business stakeholders to define service outcomes, confirm readiness, manage transition risk, and enable continual improvement after go‑live.

Main Duties

Service Design

Collaborate with stakeholders to define end‑to‑end service designs that describe the service model, customer outcomes, service ownership, support model, performance measures, SLAs/OLAs, security, resilience, availability, capacity, continuity, and operational dependencies. Produce and maintain Service Design Packages and supporting artefacts that enable services to be delivered, supported, measured, and improved across the organisation and its supplier ecosystem. Ensure service designs are aligned to enterprise architecture, information security, data protection, supplier management, operational resilience, and business continuity requirements. Validate service designs against non‑functional requirements, including availability, reliability, scalability, recoverability, monitoring, alerting, access, supportability, and maintainability. Define and document service dependencies, ownership, RACI, escalation routes, service acceptance criteria, reporting requirements, and integration points with ITSM practices.

Service Transition

Lead or support the transition of new or changed services into live operations, ensuring transition activities are planned, governed, risk‑assessed, and aligned to business and operational outcomes. Plan and coordinate transition activities, including operational readiness assessments, knowledge transfer, training, support documentation, runbooks, monitoring, access, resolver groups, and service reporting. Lead or facilitate Service Readiness Boards to confirm that operational teams, service owners, suppliers, support groups, and governance stakeholders are ready to accept and support the service. Facilitate Early Life Support, ensuring clear entry, exit, acceptance, hyper‑care, warranty, and lessons‑learned criteria are defined and agreed. Conduct impact assessments and risk evaluations for service introduction, including operational, security, supplier, compliance, resilience, and customer impact considerations. Work closely with Change Enablement, Release Management, Deployment Management, Service Configuration Management, Incident Management, Problem Management, and Service Desk practices to support controlled and sustainable deployment.

Service Governance, Value & Continual Improvement

Apply ITIL guiding principles to support value co‑creation, customer focus, collaboration, simplicity, iterative progress, and continual improvement. Support service governance by defining clear service ownership, decision points, acceptance criteria, responsibilities, controls, and audit‑ready evidence for operational handover. Capture lessons learned from Service Readiness Boards, Early Life Support, incidents, operational feedback, and stakeholder reviews to identify continual improvement opportunities. Define or validate service measures, KPIs, dashboards, and reporting requirements to confirm whether the service is delivering the intended outcomes after go‑live.

Service Validation & Testing

Support or coordinate service validation activities to confirm that services meet agreed business, customer, technical, operational, and regulatory requirements. Ensure operational acceptance testing criteria are defined, agreed, evidenced, and validated before service acceptance. Work closely with delivery, testing, operations, and service owners to confirm that testing validates the service design, support model, SLA expectations, resilience requirements, and readiness controls.

Configuration and Knowledge Management

Collaborate with ServiceNow, ITAM, and configuration management stakeholders to ensure service components, configuration items, ownership, relationships, and dependencies are accurately captured and maintained. Ensure operational documentation, knowledge articles, FAQs, runbooks, support playbooks, and known error/workaround information are created, validated, approved, and stored in the appropriate knowledge repository. Facilitate effective knowledge transfer from project, product, supplier, and technical teams to Service Desk, resolver groups, service owners, and operational support teams.

Stakeholder Engagement

Act as a trusted liaison between project delivery, product teams, Technology, business stakeholders, suppliers, governance forums, and live service teams. Coordinate and facilitate workshops to define service outcomes, service design packages, operational readiness, ownership, support responsibilities, governance controls, and transition plans. Ensure service/product owners, operations teams, Service Desk, security, architecture, suppliers, and resolver groups are engaged early and remain involved throughout design, transition, acceptance, and Early Life Support.

Required Skills & Experience

Essential:

• Service Design
• Change Enablement
• Release and Deployment Management
• Service Validation and Testing
• Service Configuration Management
• Knowledge Management
• Monitoring and Event Management
• Incident, Problem, and Service Request Management

Experience managing or supporting the transition of enterprise services into live operations, including readiness, acceptance, hyper‑care, and handover activities.

Strong experience using ITSM tooling, preferably ServiceNow, to support service design, configuration, change, knowledge, incident, problem, service request, and continual improvement activities.

Ability to produce high‑quality service documentation, including service design packages, support models, operational readiness checklists, RACI matrices, SLAs/OLAs, runbooks, knowledge articles, and service acceptance criteria.

Strong communication, facilitation, stakeholder management, and influencing skills, with the ability to work effectively across global teams, suppliers, technical teams, product teams, and senior stakeholders.

Ability to identify service risks, gaps, dependencies, and operational challenges, and to drive appropriate mitigation, escalation, and resolution.

Experience working in Agile, DevOps, product‑led, or hybrid delivery environments where services are introduced iteratively and require ongoing governance.

Continual improvement mindset with a strong customer, service quality, and value focus.

Able to adapt to change in an evolving technology and service management environment.

Background in Financial Services, regulated environments, operational resilience, supplier governance, or audit‑ready service controls would be advantageous.

Working For Pacific Life Re

Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes. Providing employees with a healthy work‑life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and well‑being initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.

Benefits (Only for Permanent and Fixed Term Employees)

• Leave 25 days of annual leave with option to buy/sell more days
• Adoption and fertility leave
• Generous enhanced parental leave
• Healthcare Comprehensive private insurance coverage for employee and dependents
• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
• Optical benefits
• Savings & Retirement 15% combined employee/employer contributions
• Wellness Subsidized gym membership
• Access to Employee Assistance Program
• Cycle to Work and Electric Car
• Salary Sacrifice Scheme
• Time off for volunteering
• Charitable matching of employee donations

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.

Pacific Life Re Values

At Pacific Life Re, our vision is to bring an innovative and dynamic approach to the marketplace. Our global team is not afraid to disrupt and challenge industry thinking to provide the best life and health reinsurance services possible. Working in some of the most complex and fast‑moving markets has taught us that knowledge and innovation go hand in hand. Today, we are continuing our rapid growth internationally with offices across Europe, Asia, North America, Australia, and Bermuda. With over 1000 employees across the globe, we take pride in our inclusive culture, underpinned by our values and behaviours, providing an environment where everyone can grow and develop.