Service Transition Manager

DWP Digital; Manchester; Hybrid; GBP 42,000 - 50,000; Full time

Job summary

A leading government digital agency in Manchester is seeking a Service Transition Manager to ensure successful service integration into live operations. You will lead transitions and manage risks while adhering to ITIL standards. Ideal candidates will have ITIL qualifications and project management experience. The role offers a competitive salary and benefits, including flexible working arrangements.

Benefits

28.97% employer pension contributions

26 days of holidays, rising to 31

Flexible working hours

Professional development opportunities

Qualifications

• ITIL Service Management qualifications or equivalent experience.
• Proven track record in managing projects.
• Strong interpersonal skills for stakeholder engagement.

Responsibilities

• Lead transition planning, scheduling, and risk management.
• Ensure services are supported with necessary documentation.
• Conduct quality assurance checks and address risks.

Skills

ITIL Service Management

Project Management

Stakeholder Engagement

Quality Assurance

Continuous Improvement

Job description

We are looking for a Service Transition Manager to join our community of tech experts in DWP Digital. We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives. DWP is the UK's largest government department. We help people into work, and make payments worth over £195bn a year to support and empower millions of people. The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

Your role

As a Service Transition Manager, your role is critical in ensuring that new or updated services and products are successfully introduced into live operations without disrupting existing services, which are used by 100,000 colleagues and millions of customers. Acting as the final gateway before go-live, you will collaborate closely with Service Design Managers and IT Operations teams to safeguard service integrity and readiness.

Key Responsibilities:

1. Lead transition planning, scheduling, and risk management across multiple projects.
2. Ensure services are supported with appropriate documentation, knowledge, and ownership.
3. Conduct quality assurance checks and adhere to service integration processes, identifying and addressing any gaps or risks.
4. Oversee the delivery of end-to-end support structures, including SLAs, KPIs, OLAs, and operational processes.
5. Drive continuous improvement and support the implementation of automation and efficiency-enhancing technologies.

This role aligns with the ITIL Service Management framework and requires strong coordination, assurance, and stakeholder engagement skills.

Qualifications and Experience:

• ITIL Service Management qualifications - Information Technology Infrastructure Library (ITIL certification: Foundation Level) or equivalent demonstrable experience appropriate to the role of Service Transition Manager.
• Experience and a proven track record in managing projects.
• Stakeholder Engagement & Communication - Strong interpersonal skills to work effectively with Service Design Managers, operational leads, and IT Operations teams.
• Quality Assurance & Documentation - Attention to detail in ensuring quality assurance checks, documentation, and support models are complete and accurate.
• Continuous Improvement & Automation - Ability to identify and implement process improvements and automation opportunities to enhance service transition efficiency.

Benefits:

• Pay of £42,614, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work-life balance.
• Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face-to-face in a hub.
• Holidays: Starting at 26 days rising to 31 days over time, plus up to 3 extra days off a month on flexi-time and public holidays.
• Broad benefits package including:
• An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
• Flexible working including flexible hours and policies
• Time off volunteering and charitable giving
• Inclusive environment: 'I Can Be Me in DWP'
• Discounts and savings on shopping, fun days out, and more
• Interest-free loans for bikes or season tickets
• Sports and social activities
• Professional development, coaching, mentoring, and career progression opportunities