Lead Service Design & Transition Manager

Hermes-d83ba13; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Evri is seeking a Lead Service Design and Transition Manager to own the design, transition, and operational readiness of IT services moving into live operation. This remote role involves coordinating with projects, product teams and IT stakeholders to ensure services meet acceptance criteria and are fully supported.

You’ll own the framework, roadmap and performance metrics, producing service designs, transition plans and handover documentation.

Qualifications

• Experience leading end-to-end transition of IT services in a complex, fast-paced organisation.
• ITIL framework and service management disciplines.
• Proven ability to drive acceptance into service and knowledge transfer.
• Experience with RFP processes and supplier selection.

Responsibilities

• Set and deliver the Service Design and Transition strategy and roadmaps.
• Lead the transition of new and changed IT services into live operation.
• Improve the Service Design and Transition framework, standards and processes.
• Engage with IT stakeholders early to identify transition requirements.
• Develop transition plans across projects and product portfolios with clear ownership and milestones.
• Produce service designs, support models and readiness assessments.
• Drive Acceptance into Service and ensure formal sign-off.

Skills

IT Service Management

ITIL Certification

Stakeholder Management

Agile Delivery

RFP Process

Vendor Management

Service Design

Communication

Job description

Lead Service Design and Transition Manager: Shape How Technology Moves into Live Service at Evri

Ready to lead the successful design and transition of new and changed IT services into live operation?

At Evri, we’re continually evolving our technology services to support our customers, colleagues and growing delivery network. We’re looking for a Lead Service Design and Transition Manager to own our Service Design and Transition function, ensuring services are operationally ready, fully supported and successfully accepted into live operation.

Join us and help shape the standards, frameworks and transition practices behind the technology that keeps millions of parcels moving every day.

This is a remote role.

What you’ll be doing

As our Lead Service Design and Transition Manager, you’ll combine functional leadership with hands‑on delivery. You’ll engage with projects and product teams early, establish transition requirements and acceptance criteria, and bring together stakeholders across IT and the wider business to ensure new and changed services are ready for operational support.

You’ll own and continually improve the Service Design and Transition framework, roadmap and performance measures. You’ll also personally produce service designs, support models, transition plans and readiness assessments, holding teams and suppliers accountable for delivering against agreed standards.

Responsibilities

• Set and deliver the Service Design and Transition strategy, objectives and roadmap, aligned with Evri’s IT Service priorities.
• Lead the transition of new and changed IT services into live operation.
• Maintain and continually improve the Service Design and Transition framework, standards and processes.
• Engage IT stakeholders, projects and product teams early to identify transition requirements.
• Develop transition plans across the project and product portfolio, agreeing deliverables, owners, milestones and dependencies.
• Produce service designs, support models, transition plans and operational readiness assessments.
• Drive Acceptance into Service, knowledge transfer and operational handover.
• Ensure acceptance criteria are evidenced and outstanding actions are resolved or formally accepted by authorised owners.
• Represent IT Service at Architectural Review and Design Review Committees.
• Establish and chair the Service Design Committee, driving decisions and actions through to completion.
• Own performance reporting against agreed KPIs, providing clear updates on delivery, risks and corrective actions.
• Identify and manage service design and transition risks, ensuring clear ownership, mitigation and escalation.
• Provide IT Service expertise throughout RFP, supplier assessment and selection processes.
• Work with Procurement, Legal and Supplier Management to define and review service and support requirements within contracts.
• Drive continual improvement across Service Design and Transition people, processes, products and partners.

What you’ll bring

• Strong experience leading the end-to-end transition of new or changed IT services within a complex, fast‑paced organisation.
• ITIL 4 or ITIL v3 certification.
• Practical knowledge of ITIL Service Management disciplines and Service Design and Transition frameworks.
• Hands‑on experience producing service designs, support models, transition plans and readiness assessments.
• Proven experience driving Acceptance into Service, knowledge transfer and operational handover.
• Strong understanding of non‑functional requirements, SLAs, support models and measurable service acceptance criteria.
• Experience embedding Service Design and Transition requirements within agile delivery teams.
• Experience managing transition commitments and dependencies across third‑party suppliers.
• Ability to interpret technical designs and translate complex information into clear service requirements and decisions.
• Strong stakeholder management skills, with the confidence to influence senior managers, directors, technical teams and external partners.
• Experience contributing to RFP processes, supplier selection and commercial service arrangements.
• Excellent planning, facilitation and documentation skills.
• A proactive and resilient approach, with the confidence to challenge missed commitments and drive blockers through to resolution.
• Experience of Service Design and Transition in AWS or other cloud environments would be beneficial.
• ITIL expert‑level certification would be an advantage.

We Are Evri: Where Everyone Is Welcome

We’re committed to building an inclusive workplace where every colleague can bring and be their whole, authentic selves. We’re focused on removing barriers, creating opportunities and ensuring everyone feels valued for who they are and what they bring.

We’re excited for the future. Let’s deliver it together.