Service Design and Transition Lead

Oliver James Associates Ltd.; Greater London; Hybrid; GBP 120,000 - 138,000; Part time

Job summary

Oliver James Associates Ltd. seeks a Service Design & Transition Lead to join a major business and technology transformation programme in London.

The role focuses on setting up the new platform and readiness for live BAU service, with 1–2 onsite days per week and a daily rate of £650–£750 (Inside IR35) for an initial 6‑month engagement. You’ll coordinate across the programme, ITSM, technology teams and suppliers to establish the right support model, escalation routes, monitoring and knowledge

Qualifications

• Strong experience in Service Design and/or Service Transition.
• Experience taking a major platform or transformation into BAU.
• Good understanding of ITSM / ITIL.
• Experience working with managed service providers and suppliers.
• Dynamics 365 / Power Platform experience would be a big plus.
• Experience with platforms such as ServiceNow, Salesforce, SAP or other complex SaaS environments would also be relevant.

Responsibilities

• Defining L1/L2/L3 support and escalation routes.
• Agreeing support hours, SLAs and supplier responsibilities.
• Making sure monitoring and operational processes are in place.
• Planning knowledge transfer from the programme into BAU.
• Supporting go-live, early life support and the move into steady-state.
• Defining what capability needs to remain in-house.
• Working with suppliers around handover and transition.
• Making sure the service is genuinely ready to operate.

Skills

Service Design

Service Transition

ITIL

Stakeholder Management

Dynamics 365

Power Platform

Supplier Management

Tools

Dynamics 365

Power Platform

ServiceNow

Salesforce

SAP

Job description

Service Design & Transition Lead

Location: London - 1/2 days p/week onsiteRate: £650 - £750 p/day (Inside IR35)Duration: 6 months initially, with a view to extend

I'm currently looking for a Service Design & Transition Lead to join a major business and technology transformation programme.

The programme is replacing a number of legacy platforms, with Dynamics 365 and the wider Microsoft ecosystem at the heart of the new environment.

The main focus of the role will be making sure the new platform is properly set up and ready to move into live BAU service.

You’ll be working across the programme, IT Service Management, technology teams and suppliers to put the right support model in place.

You'll be involved in:

• Defining L1/L2/L3 support and escalation routes
• Agreeing support hours, SLAs and supplier responsibilities
• Making sure monitoring and operational processes are in place
• Planning knowledge transfer from the programme into BAU
• Supporting go-live, early life support and the move into steady-state
• Defining what capability needs to remain in-house
• Working with suppliers around handover and transition
• Making sure the service is genuinely ready to operate

What I'm looking for:

• Strong experience in Service Design and/or Service Transition
• Experience taking a major platform or transformation into BAU
• Good understanding of ITSM / ITIL
• Experience working with managed service providers and suppliersStrong stakeholder management skills
• Dynamics 365 / Power Platform experience would be a big plus
• Experience with platforms such as ServiceNow, Salesforce, SAP or other complex SaaS environments would also be relevant