Service Transition Manager

JR United Kingdom; Birmingham; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading company in IT services is seeking a Service Transition Manager to oversee the design and evolution of Managed Services. This role focuses on leading successful transitions while ensuring operational excellence and alignment with customer expectations. The ideal candidate will have a strong ITIL background and significant experience in service management, excelling in cross-functional collaboration.

Qualifications

• Experience in service management or service transition roles.
• Strong foundation in ITIL-based managed services.
• Proven experience in successful service transitions.

Responsibilities

• Design and implement Roc's Managed Service and Transition Framework.
• Lead the end-to-end transition of new and changed managed services.
• Establish and report on key transition KPIs and metrics.

Skills

Service management

Service transition

ITIL

Interpersonal skills

Communication

Cross-functional collaboration

Education

Relevant ITIL certifications

Job description

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Service Transition Manager, Newbury , hybrid working

Roc Technologies is seeking an experienced, driven, and commercially minded leader to join our Leadership Team as Service Transition Manager.

In this pivotal role, you will be responsible for leading the design and transition of new and evolved Managed Services, collaborating closely with Sales, Solutions Architecture, and Delivery teams. You will also take ownership of the development and implementation of Roc’s Managed Service and Transition Framework, ensuring consistency, scalability, and operational excellence.

This is an ideal role for a service management professional with deep ITIL knowledge and extensive experience in transitioning services into operational environments—someone who thrives on structure, governance, and delivering results that meet both customer expectations and commercial goals.

Responsibilities:

• Design, implement, and govern Roc’s Managed Service and Transition Framework, including documentation standards and operational templates.
• Collaborate with Sales and Service Architects to create and approve service designs and cost models.
• Identify, assess, and govern service design risks, ensuring mitigation plans are in place.
• Lead the end-to-end transition of all new and changed managed services, driving a “right first time” approach.
• Deliver smooth transitions that delight customers and align with commercial objectives.
• Build processes that are repeatable, scalable, and aligned with ITIL best practices.
• Ensure seamless handover to Roc’s Customer Success Team with full operational readiness.
• Lead the development of Operational Service Manuals (OSMs) for long-term contract management.
• Establish and report on key transition KPIs and metrics for senior leadership.
• Role model Roc’s values, culture, and commitment to service excellence

Required Skills and Experience:

• Demonstrable experience in service management or service transition roles.
• Strong foundation in ITIL-based managed services, supported by relevant certifications.
• Proven experience delivering successful service transitions in complex environments.
• Excellent interpersonal and communication skills, with a focus on cross-functional collaboration.
• Ability to operate autonomously and within wider programme teams.
• Eligibility for Security Clearance (SC or DV).
• Background in networking, cloud, or MSP environments.
• Experience in managing or contributing to P&L or sales-related activities