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A global technology solutions partner in Greater London is looking for an experienced Service Transition Manager to lead the implementation of services following ITIL best practices. The role involves planning, governance, and ensuring operational readiness for new services. Candidates should have 3–5 years of experience in service transition and excellent stakeholder management skills. The position offers competitive benefits including flexible working and professional development opportunities.
Natilik is a Global Technology Solutions Partner. Our mission is to be the industry’s “Confident Guide” between vendors and clients, offering products, services, platforms, applications, and expertise to help clients achieve their outcomes. We focus on five stakeholders—clients, people, partners, communities, and shareholders—and put our people at the heart of everything we do. From the small and simple to the large and complex, we aim for lifelong partnership and reliability.
Integral to the success of Managed Services is the correct transition of clients into and out of support, and the continuous development of organisational service offerings. The Service Transition Manager ensures the smooth, controlled, and value‑driven introduction of new or changed services into Natilik’s Managed Service ecosystem. The role is accountable for planning, governing, and delivering all transition activities so that Natilik and the client are fully prepared for Day 1 operations, with all processes, documentation, tooling, service levels, and knowledge in place.
A Service Transition Manager will ensure that all services are implemented in a standard and efficient manner and deliver value to Natilik’s clients. They will own the onboarding of new clients into Natilik from a service standpoint, working with Natilik project teams to establish and document service processes that guarantee a successful engagement between Natilik and our clients’ support teams.
A Service Transition Manager owns Natilik’s Service Transition proposition; ensuring that Natilik services are implemented to an agreed standard following ITIL best practices, are supportable, consistent and deliver the intended value to our clients. The Service Transition Manager will be responsible for:
Transition Planning & Governance
Create and maintain the end to end Service Transition Plan, including milestones, dependencies, risk controls, validation gates, and acceptance criteria.
Define and manage transition governance, including RAID logs, reporting cadence, and alignment with project, engineering, and client teams.
Drive structured workshops including Transition Kick off, Operational Readiness, Service Discovery, and RACI definition.
Service Readiness & Operational Alignment
Ensure all operational processes are defined and agreed (Incident, Major Incident, Request/MAC, Change/Release, Escalation, Remote Access, Monitoring & Alerting).
Oversee creation and approval of the Service Operations Manual (SOM).
Validate readiness of Natilik tools, integrations (including ServiceNow/eBonding or ITSM platform to platform integrations), monitoring configurations, and access management.
Documentation & Quality Assurance
Ensure all documentation (may include LLDs/HLDs, support models, knowledge articles, acceptance criteria, testing evidence) is complete and meets Natilik standards.
Align documentation and operational artefacts with vendor best practice.
Knowledge Transfer & Capability Enablement
Plan and facilitate Knowledge Transfer (KT) sessions for both Natilik and client teams.
Run playback sessions to validate understanding and capture follow up actions.
Identify training requirements for BAU teams and escalate gaps where needed.
Client & Internal Stakeholder Engagement
Act as the central liaison between Delivery, Engineering, Manage, and the client during transition.
Communicate scope, timelines, quality expectations, risks and mitigation clearly.
Run and document transition workshops and checkpoint meetings.
Risk, Issue & Dependency Management
Identify and manage risks and issues throughout transition.
Ensure validation checkpoints and mandatory readiness criteria are completed before go live.
Track and manage dependencies with internal and external stakeholders.
Handover Into BAU / Service Acceptance
Own Service Acceptance Criteria and secure sign off for entry into Managed Services.
Ensure snagging items are documented, assigned and tracked.
Confirm BAU teams are fully equipped with tooling, SOM, escalation paths and KT outputs.
Maintaining consistent high levels of customer satisfaction (90% NPS above).
Achieving billable-days target on a monthly/quarterly basis (15 pcm).
Delivering service transition within budget to maintain contribution levels.
Driving innovation/process improvement internally, over and above client-facing activity, helping create templates and process refinement.
To deliver in your role, we expect the following skills, abilities, knowledge & experience:
· Develop and maintain Service Transition plans that outline the strategy, goals, and objectives of the sold managed services.
· Ensure that all deliverables of the plan are achieved in good time and ensure client satisfaction.
· Ensure that sold managed services are properly accepted by clients, and that clients’ expectations are managed throughout the acceptance process resulting in a positive NPS score.
· Understand client change management and other business processes to ensure that services are properly aligned, authorised, documented and implemented.
· Demonstrable experience building and maintaining relationships with a diverse set of internal and external stakeholders including senior level executives, technical, finance, sales and project services.
· Experience of creating and maintaining a project plan.
· Excellent organisation, time management, and communication skills.
· Proven ability to understand a client’s business outcomes and the benefits and challenges associated.
· Track record of working alongside IT service projects
· A working understanding of project lifecycles and methodologies.
· Willing to innovate to continue improving the way Natilik serves its clients.
Risk Management, Governance and structured planning.
Problem solving & decision making.
Service process design and documentation.
Facilitation of workshops and multi team alignment.
Strong written accuracy and attention to detail.
Continuous learning & improvement.
Understanding of monitoring platforms (LogicMonitor, SolarWinds).
Awareness of ServiceNow and ticketing integrations.
Broad understanding of networking, collaboration, cloud and security fundamentals.
Ability to translate technical information into clear operational requirements.
Proactive and structured approach.
Confident communicator with all levels of technical and non-technical stakeholders.
Calm under pressure and able to manage competing demands.
Strong stakeholder engagement and facilitation skills.
3–5 years in service transition, service management, or related ITIL-aligned roles.
Experience working within managed service environments or MSPs.
Demonstrated experience delivering transitions involving multi-vendor or complex technical estates.
Proven background in process design, documentation creation, and operational readiness activities.
Experience leading KT, workshop facilitation, and cross-team alignment sessions.
ITIL v3, v4 or 5 Foundation (essential).
ITIL v4 Create, Deliver & Support (desirable).
ITIL v4 Plan, Implement & Control or equivalent practitioner-level modules (desirable).
Project management understanding (e.g., PRINCE2 Foundation or Agile awareness) beneficial.
Familiarity with tooling such as ServiceNow, LogicMonitor, SolarWinds, and collaboration/cloud technologies.
Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people’s well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:
25 days annual leave (+ bank holidays) rising with tenure
Quarterly Awards and Bonuses
Flexible Working Policy
Competitive pension scheme
Access to Financial Wellness support
Industry-leading home working and mobility technology
Private Medical Insurance
Company shares (available after One year tenure)
Medicash (Cashback Scheme)
Retail discounts via Medicash
Access to EAP scheme for you and your household
Vehicle lease salary sacrifice scheme (available after One year tenure)
Cycle to Work Scheme
Annual paid volunteering day
Enhanced parental leave
Access to funding for additional qualifications and courses
Access to paid study leave
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.