Customer Success jobs in United Kingdom

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Location: UK - Hatfield | Job-ID: 213992 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

Service Design and Transition Specialist

Ideally Hatfield based - other CC sites may be considered

The Service Design & Transition Manager delivers the design and transition of IT services, ensuring they align with business objectives, ITIL best practices, and operational readiness. The role is responsible for ensuring services meet business requirements and are fully operational upon deployment.

What you’ll do

• Service Design & Transition Planning – Define and implement processes for designing and transitioning new or changed services to ensure alignment with business objectives.
• Delivering Business-Focused Service Design – Ensure IT services are designed to drive measurable business outcomes, improve operational efficiency, and enhance the user experience.
• Seamless Service Transition for Operational Readiness – Implement transition plans that guarantee smooth deployment, reducing downtime and maximizing service stability.
• Service Documentation & Knowledge Transfer – Maintain service models, workflows, and operational readiness documentation.
• Stakeholder Engagement – Facilitate communication between project teams, service owners, and operational teams to ensure seamless transitions.
• Risk & Compliance Management – Assist in risk assessments and ensure adherence to ITIL and governance frameworks.
• Service Acceptance & Readiness – Ensure new services meet operational readiness criteria, including SLAs, support models, testing and performance benchmarks.
• Change & Release Coordination – Work with Change and Release Management to ensure controlled deployment of new or modified services.
• Service Portfolio Management – Ensure services are designed with consideration of the broader service portfolio, minimizing duplication and optimizing efficiency.
• Drive and Initiative – Ability to manage a wide ranging workload over extended periods using on own initiative.

What you’ll need

• ITIL 4 Foundation
• Strong knowledge of ITIL Service Design and Transition processes/practices.
• Experience in delivering service transition in an IT environment.
• Experience in delivering service designs in an IT organisation.
• Ability to document service requirements and operational models in clear designs.
• Excellent stakeholder management and communication skills.
• Knowledge of ITSM tools and service delivery frameworks.
• Experience in an agile environment

Critical success factors:

• Effective design and implementation of new services that meet business and operational needs.
• Successful transition of services with minimal disruption.
• Clear service documentation and knowledge transfer.
• Strong stakeholder engagement and alignment with business needs.
• Continuous improvement of the service transition process.
• Compliance with ITIL and governance frameworks.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.