Service Design & Transition Lead (Hybrid)

Marks and Spencer; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

20% colleague discount

Holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

M&S Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer in the United Kingdom is hiring a Service Design & Transition Manager to lead the design and transition of new and changed services into live support. You will ensure services are fit for purpose, deliver business value, and are supported by robust service designs, working with practice owners, partners and suppliers to enable smooth transitions into BAU.

As part of the D&T Service Management team, you will drive best practice, maintain up-to-date documentation, and help ensure

Qualifications

• Strong experience in Service Design & Transition and IT Service Management, with a solid understanding of ITIL principles and best practice.
• Retail experience advantageous.
• Proven ability to influence and collaborate with stakeholders across technology, business, partners and suppliers.
• Experience driving continual service improvement, using data, insights and quality-focused approaches to enhance service outcomes.
• Strong understanding of IT infrastructure, applications and operational support models, with the ability to identify and mitigate service risks.
• Hands-on experience with ITSM tooling, such as ServiceNow, BMC Helix or Jira Service Management, and using technology to improve service delivery.

Responsibilities

• Lead and govern Service Design & Transition activities, ensuring robust service designs for new and changed D&T services.
• Own the end-to-end delivery of Service Design and Transition for service-led projects, from design through to BAU support.
• Collaborate with stakeholders, partners and suppliers to embed SD&T practices and drive consistent service outcomes.
• Manage and assure Service Design documentation, quality standards, risks, issues and change activity across the service lifecycle.
• Ensure services are operationally ready, supported and resilient, including peak readiness and business communications.

Job description

Marks & Spencer in the United Kingdom is hiring a Service Design & Transition Manager to lead the design and transition of new and changed services into live support. You will ensure services are fit for purpose, deliver business value, and are supported by robust service designs, working with practice owners, partners and suppliers to enable smooth transitions into BAU.

As part of the D&T Service Management team, you will drive best practice, maintain up-to-date documentation, and help ensure