Service Design & Transition Lead

Currys-; Greater London; Híbrido; GBP 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave + bank holidays

Private Medical Insurance

Life Assurance

Colleague discounts on Tech

Hybrid working (2-4 in-person per mês)

Descripción de la vacante

Currys London Campus at Waterloo is recruiting a Service Design and Transition Lead on a fixed-term 12-month contract. The role covers design, transition, and operational readiness of IT services, with emphasis on AI-enabled operations and control of Run Costs.

You will collaborate across departments, govern lifecycle handovers, and drive continuous improvement in service design and transition strategies. You will lead planning, stakeholder management, and documentation, as well as Early Life

Formación

• Strong ITSM background and operational modalities; aims for strategic alignment.
• Experience leading service design and transition in Agile and DevOps environments.
• Skilled at managing multiple vendors and diverse stakeholders.
• Able to oversee portfolios across Agile and Waterfall for live transition.
• Proficient with Cloud, DevOps, and tools like ServiceNow, SharePoint, Excel, Jira; awareness of AI/automation tooling.
• Excellent written and verbal communication for service design docs.
• 5+ years ITSM experience with proven SDT delivery.
• ITIL 4 Foundation; ITIL v3 in related domains.
• Degree-level computing education or equivalent experience.
• Desirable: ITIL 4 MP, AI/cloud certs; PM qualification.

Responsabilidades

• Develop and implement Service Design and Transition Plans aligned to objectives, with AI-augmented patterns when suitable.
• Ensure observability standards and AI-driven monitoring to reduce MTTR.
• Manage stakeholder relations to align requirements and goals.
• Oversee Run Costs transitions and ensure operational sustainability post-project.
• Provide training, runbooks, and documentation including a supplier handbook.
• Advocate Service Assurance and drive AI-enabled process improvements.
• Champion pragmatic AI adoption in IT Operations and roadmap alignment.
• Foster cross-functional collaboration across engineering, data, and product teams.
• Coordinate Early Life Support and Service Acceptance Criteria with stakeholders.
• Make key SDT decisions and escalate misalignments when needed.

Conocimientos

ITIL

ITSM

Service Design

DevOps

Cloud

AI

Stakeholder Management

Communication

Educación

Degree in Computing

Herramientas

ServiceNow

SharePoint

Excel

Jira

Descripción del empleo

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Currys London Campus at Waterloo
Fixed Term Contract - 12 Months
Full Time
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As the Service Design and Transition Lead at Currys, you will be responsible for overseeing the design, transition, and operational readiness of IT services. Your role will involve governing the project lifecycle to ensure a successful handover from project delivery into Operations. You will foster collaboration across departments and advocate for continuous improvement and strategic alignment in service design, with a focus on areas such as cloud and automation.
You will play a key role in building towards AI-enabled IT Operations — identifying pragmatic opportunities to apply AI and automation, helping shape Currys’ approach as it matures, and championing a culture of intelligent, cost-effective service improvement. This is an opportunity to genuinely influence how AI is adopted within IT at Currys, at a point where that direction is still being defined.
Your main duties and responsibilities will include developing and implementing a Service Design and Transition Plan, managing relationships with stakeholders, overseeing operational and financial aspects, providing training and documentation, driving continuous process enhancements, fostering cross-functional collaboration, coordinating Early Life Support, and making key decisions on service design and transition strategies.

Key Responsibilities:

• Service Design & Transition: Develop and implement Service Design and Transition Plans aligned with strategic objectives and Project Delivery Plans, incorporating AI-augmented patterns (intelligent triage, self-service automation, virtual agents) where appropriate
• Observability & Monitoring: Ensure solutions comply with observability standards; leverage AI-driven monitoring and anomaly detection to enable proactive issue resolution and reduce mean time to detect and resolve
• Stakeholder Management: Manage relationships with internal, client, and senior stakeholders to ensure clear communication and alignment with business requirements and project goals
• Operational & Financial Oversight: Integrate Non-Functional Requirements from inception, manage transition of Run Costs to budget holders, and ensure operational sustainability beyond project lifecycles
• Training & Documentation: Provide operational teams with service training, runbooks, and comprehensive service design, transition documents, and a Supplier Handbook
• Service Assurance & Continuous Improvement: Advocate the Service Assurance framework, drive process enhancements, represent service readiness at the Service Assurance Board, and identify opportunities for AI-enabled automation and insights
• AI Championing: Champion pragmatic AI adoption within IT Operations; collaborate with IT leadership to develop a realistic, risk-aware AI adoption roadmap aligned with Currys' capabilities
• Cross-Functional Collaboration: Foster a collaborative culture; integrate Service Management principles into solution architectures; engage engineering, data, and product teams to ensure AI considerations inform design
• Early Life Support & Service Acceptance: Coordinate Early Life Support, ensure critical go-live support, and manage Service Acceptance Criteria with project and service delivery stakeholders
• Decision-Making & Escalation: Make key decisions on service design and transition strategies; address Service Assurance misalignments and escalat e critical issues to senior stakeholders

Required Skills & Experience:

• Strong background in ITSM processes and operational modalities, ensuring operational effectiveness and strategic alignment
• Demonstrated experience leading service design and transition within Agile frameworks and DevOps operating models
• Skilled in managing diverse stakeholders and multiple vendors to foster collaborative, strategic partnerships
• Ability to oversee diverse project portfolios across Agile and Waterfall methodologies, enabling smooth service delivery and transition to Live
• Proficient in cloud services, DevOps practices, and tools including ServiceNow, SharePoint, Excel, and Jira; growing awareness of AI/automation tooling (AIOps, ITSM-integrated AI, conversational platforms)
• Excellent communication skills with the ability to produce clear, high-quality service design and transition documentation
• 5+ years IT Service Management experience with proven Service Design and Transition delivery
• ITILv4 Foundation
• ITILv3 in Service Strategy, Service Design, or Service Transition
• Degree-level education in a computing-related subject or equivalent professional experience
• Desirable: ITIL 4 Managing Professional or equivalent; recognised AI/cloud foundational certification (e.g. Azure AI-900, AWS AI Practitioner, BCS AI Certificate); Project Management qualification

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic colleague discounts on Tech with Currys and iD Mobile
• Hybrid working (with an expectation to meet in person 2-4 times per month)

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [e-mail] and we’ll do our best to help.