Lead Service Design – Transition Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Define and implement the Service Design and Transition strategy, objectives, and roadmap in alignment with Evri’s IT Service priorities.

• Oversee the transition of new and modified IT services into operational status.

• Sustain and enhance the Service Design and Transition framework, standards, and processes.

• Collaborate with IT stakeholders, project teams, and product teams from the outset to pinpoint transition needs.

• Formulate transition plans across the project and product portfolio, establishing deliverables, responsible parties, milestones, and interdependencies.

• Create service designs, support models, transition plans, and operational readiness evaluations.

• Facilitate Acceptance into Service, knowledge transfer, and the operational handover process.

• Ensure that acceptance criteria are documented and that any outstanding actions are addressed or formally acknowledged by authorized owners.

• Act as the IT Service representative at Architectural Review and Design Review Committees.

• Establish and lead the Service Design Committee, ensuring decisions and actions are driven to completion.

• Take ownership of performance reporting against established KPIs, delivering clear updates on progress, risks, and corrective measures.

• Identify and manage risks associated with service design and transition, ensuring clear accountability, mitigation strategies, and escalation procedures are in place.

• Offer IT Service expertise throughout the RFP, supplier evaluation, and selection processes.

• Partner with Procurement, Legal, and Supplier Management to define and review service and support requirements in contracts.

• Promote ongoing improvement across Service Design and Transition involving personnel, processes, products, and partnerships.

• Engage with project and product teams early to establish transition requirements and acceptance criteria, coordinating stakeholders across IT and the broader organization to ensure services are ready for operational use and accepted into live operation.

• Own and continuously enhance the Service Design and Transition framework, roadmap, and performance metrics.

• Hold teams and suppliers accountable for adhering to agreed-upon standards.

⛳️ Requirements

• Extensive experience leading the comprehensive transition of new or modified IT services in a complex, fast-paced environment.

• ITIL 4 or ITIL v3 certification is required.

• Practical understanding of ITIL Service Management disciplines along with Service Design and Transition frameworks.

• Hands-on experience in producing service designs, support models, transition plans, and readiness assessments.

• Proven track record in driving Acceptance into Service, facilitating knowledge transfer, and managing operational handover.

• Strong grasp of non-functional requirements, SLAs, support models, and quantifiable service acceptance criteria.

• Experience in embedding Service Design and Transition requirements within agile delivery teams.

• Experience managing transition commitments and dependencies involving third-party suppliers.

• Ability to interpret technical designs and distill complex information into clear service requirements and decisions.

• Strong stakeholder management abilities, with the confidence to influence senior managers, directors, technical teams, and external partners.

• Experience in contributing to RFP processes, supplier selection, and commercial service agreements.

• Excellent planning, facilitation, and documentation skills.

• A proactive and resilient mindset, with the confidence to challenge unmet commitments and drive resolutions for obstacles.

• Experience in Service Design and Transition within AWS or other cloud environments is advantageous.

• ITIL expert-level certification is a plus.

🏝️ Benefits

• Commitment to an inclusive workplace aimed at eliminating barriers, fostering opportunities, and ensuring that everyone feels valued.