Service Design and Transition Manager

JR United Kingdom; Leicester; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading consultancy seeks a Service Design and Transition Manager to support project delivery and enhance operational readiness. The role involves overseeing service design initiatives, engaging with stakeholders, and ensuring quality service delivery in line with business objectives. Candidates should possess strong experience in service design and effective communication skills to align business needs with operational capabilities.

Qualifications

• Experience in service design and transition processes.
• Strong understanding of customer experience and improving service perception.
• Ability to manage and communicate with multiple stakeholders effectively.

Responsibilities

• Oversee service design and transition for various projects.
• Manage operational support requirements to ensure smooth go-live.
• Communicate processes and criteria to stakeholders.

Skills

Service Design

Stakeholder Management

Communication

Risk Analysis

Customer Experience

Job description

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Service Design and Transition Manager, leicester

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Client:

Capgemini

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

Service Design and Transition Manager (Manchester, UK)

Hybrid work: 2 days a week in office

Get The Future You Want!

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

We are seeking a talented Service Design and Transition Manager to join our team at Capgemini Financial Services. As a Service Design and Transition Manager, you will be responsible to ensure changes are fit for purpose and use whilst collaborate with other teams on delivery of the Investment portfolio and manage the operating requirements for go live and early operational support and acceptance in line with the banks operating model

• Performing Service Design and Transition activities for a range of projects, in line with business demand and growth including sizing projects to allow the allocation of Service Transition resources accordingly.
• Guide and Delivery Leads and Product Owners on setting the Service Transition
• Criteria to ensure that new and changed IT services can be operated, supported and maintained.
• Communicating the Service Transition, Change & Release process to all stakeholders.
• Drive service aspects of Service design and transition throughout the IT project lifecycle.
• Working collaboratively across internal and external parties.
• Shaping service models, identifying gaps in operational support and working with Operational teams to make recommendations.
• Managing the production and governance of Service Transition outputs, including MI, process documentation and Service Design packs.
• Ensure Go-Live, Early Operational Support criteria has been agreed for Service Transition with Business Readiness to facilitate. Provide input into the presentation at Bank IT CAB and Go No /Go meetings. Provide clear distinction between EOS and how that supports the Delivery lead with Warranty Exit.
• Influencing the business and IT change functions regarding the decision to release and deploy into production.
• Risk and Impact Analysis - Identify and work with targets, dependencies and constraints.
• Ensure the quality of the Service Transition enables operational support teams to take on support without impact to service from go-live and enduring support models are in place.
• Managing, tracking, reporting and escalating as necessary, progress on Service Readiness and Service Transition deliverables. Resolving escalations to minimise impact on the business.
• Develop strong relationships with IT Service Owners and key Business Stakeholders to achieve and end to end service model which supports the Business processes (such as BCM) and the customer journey.
• Keep abreast of industry developments and lead the governance of the ITIL processes/practices in relation to service design & transition to ensure that key practices are maintained to agreed standards. Ensure these practices are continually improved to deliver improvements in efficiency and effectiveness in line with industry best practice.
• Conduct service design, change & release reviews with both IT partners and 3rd Parties for feedback and identification of issues, ensuring we are continually improving and delivering excellent Service Transition discipline.
• Identifying and implementing continual improvement of the relevant processes.
• Ensure Service Design and Operational models are aligned to delivering value for money and results in a successful Service Management estate with minimal impact to operational activity.

Your Profile

• Ensure appropriate testing has been carried out to avoid major incident/customer disruption
• Develop a strong understanding of customer experience & perception of service & evidence improvements delivered from this.
• Drive honest customer /colleague feedback promoting recognition against Banks values and take action on negative comments
• Ensure Customer Duty is considered for every service design and introduction contribution
• Using the Service Transition processes deliver improvements that create a tangible difference for our customers, reducing overall complaint volumes and increasing customer satisfaction

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than fifty countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market-leading capabilities in AI, cloud, and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com