Senior Service Design & Transition Lead

Pacific Life Re; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Group life insurance

Pension contributions

Wellness initiatives

Volunteer time off

Job summary

Pacific Life Re in the United Kingdom seeks 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. The role aligns with ITIL and helps teams co-create business value through fit-for-purpose services.

You will collaborate with project, product, architecture, security, operations, suppliers, and stakeholders to define outcomes, confirm readiness, manage risk, and drive

Qualifications

• 4+ years of experience in ITSM, Service Design, Service Transition, Technology Operations, or operational readiness for enterprise-level services.
• Strong understanding of ITIL principles, the Service Value System, the Service Value Chain, continual improvement, and relevant ITIL management practices.
• 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.
• Background in Financial Services, regulated environments, operational resilience, supplier governance, or audit-ready service controls would be advantageous.

Responsibilities

• 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.
• 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.
• Define service acceptance criteria, reporting requirements, and integration points with ITSM practices to enable smooth service handover.
• 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.
• Collaborate with Change Enablement, Release Management, Deployment Management, Service Configuration Management, Incident Management, Problem Management, and Service Desk practices to support controlled and sustainable deployment.

Skills

ITIL principles

Stakeholder management

Communication

Service design thinking

Agile/DevOps mindset

Tools

ServiceNow

Job description

Pacific Life Re in the United Kingdom seeks 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. The role aligns with ITIL and helps teams co-create business value through fit-for-purpose services.

You will collaborate with project, product, architecture, security, operations, suppliers, and stakeholders to define outcomes, confirm readiness, manage risk, and drive