Service Delivery & Transition Manager (Project Manager II)

UST; Leeds; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

UST is seeking an experienced Service Design & Transition Manager to ensure new and enhanced services are designed, tested, and transitioned into BAU operations. You will bridge project delivery and operational support, driving service readiness, governance, and operational excellence across multiple locations in West Yorkshire.

The role requires a proactive service management professional with a strong operational mindset and a track record of delivering smooth, low-risk service transitions

Qualifications

• Strong experience in Service Design and Transition Management.
• Expertise in ITIL Service Design and Service Transition.
• Experience with OAT, ORR, Hypercare, DR/Failover Testing.
• Knowledge of ServiceNow or other ITSM tools.
• Strong understanding of Monitoring, Observability, and Operational Support.
• Excellent stakeholder and supplier management skills.
• Experience validating Functional and Non-Functional Requirements.

Responsibilities

• Lead Service Design, Transition, and Operational Readiness activities.
• Develop Service Design Packages (SDPs), support models, SLAs, and operational documentation.
• Manage Functional & Non-Functional Requirements (NFRs) including availability, performance, security, scalability, and resilience.
• Coordinate Operational Acceptance Testing (OAT), Disaster Recovery (DR) testing, and Operational Readiness Reviews (ORR).
• Oversee service transitions, knowledge transfer, hypercare/early-life support, and service acceptance.
• Manage supplier onboarding, governance, and operational compliance.
• Drive ITIL-based service management and continual service improvement initiatives.

Skills

Service Design

ITIL Service Design

OAT/ORR Testing

ITSM Tools

Monitoring & Observability

Stakeholder Management

FR/NFR Validation

Tools

ServiceNow

Job description

Role Description

Location: West Yorkshire-Multiple Locations (Hybrid- 3 days working from onsite-Mandatory)

Immediate start

Permanent/ Contract inside IR35/ Fixed term contract

Experience: 10+ years of experience in Service Delivery, Service Transition, Managed Services, IT Operations, or Customer Success leadership roles.

We are seeking an experienced Service Design & Transition Manager to ensure new and enhanced services are successfully designed, tested, and transitioned into BAU operations. You will act as the key link between project delivery and operational support teams, driving service readiness, governance, and operational excellence.

Ideal candidate: A proactive service management professional with a strong operational mindset and proven experience delivering smooth, low-risk service transitions into production environments.

Key Responsibilities

• Lead Service Design, Transition, and Operational Readiness activities.
• Develop Service Design Packages (SDPs), support models, SLAs, and operational documentation.
• Manage Functional & Non-Functional Requirements (NFRs) including availability, performance, security, scalability, and resilience.
• Coordinate Operational Acceptance Testing (OAT), Disaster Recovery (DR) testing, and Operational Readiness Reviews (ORR).
• Oversee service transitions, knowledge transfer, hypercare/early-life support, and service acceptance.
• Manage supplier onboarding, governance, and operational compliance.
• Drive ITIL-based service management and continual service improvement initiatives.

Key Skills Required

• Strong experience in Service Design & Transition Management
• Expertise in ITIL Service Design & Service Transition
• Experience with OAT, ORR, Hypercare, DR/Failover Testing
• Knowledge of ServiceNow or other ITSM tools
• Strong understanding of Monitoring, Observability, and Operational Support
• Excellent stakeholder and supplier management skills
• Experience validating Functional & Non-Functional Requirements

Preferred

• ITIL v4 Certification
• PRINCE2, PMP, Agile, or Scrum certifications
• Experience with Azure, GCP, DevOps, or SRE environments

Skills

Service Level Management, Service Delivery, Budget Management, Problem Management, Service Design