Service Transition Manager

Service Transition Manager

Location: Manchester (1 day per week onsite, remainder remote/hybrid) Contract Type: Permanent Salary: Competitive + Benefits

Overview

We are seeking an experienced Service Transition Manager to play a key role in delivering successful technology and digital transformation initiatives. This position will be responsible for ensuring that new or changed technology services transition smoothly from project delivery into operational support, with clear service ownership, support processes and governance in place.

Working across business, technology and third-party suppliers, you will establish service acceptance criteria, define support models, coordinate operational readiness activities and ensure services are fully prepared for go-live and beyond.

Key Responsibilities

Service Transition & Operational Readiness

Define and implement service transition strategies and plans for new and enhanced technology services. Establish support models, service acceptance criteria, SLAs and operational processes. Ensure all documentation, knowledge transfer and service artefacts are completed before go-live. Lead service acceptance reviews and readiness assessments. Coordinate early life support and warranty periods, monitoring service performance and stability. Ensure smooth handover from delivery teams into business-as-usual operations.

Programme & Project Engagement

Develop and maintain detailed transition plans, milestones and deliverables. Manage service transition risks, issues, assumptions and dependencies (RAID). Provide regular progress reporting to programme and project stakeholders. Support go/no-go decision making and contribute to project stage gate reviews. Ensure operational requirements are embedded throughout the project lifecycle.

Stakeholder & Supplier Management

Act as the primary link between project delivery teams and operational support teams. Build effective relationships with business stakeholders, technical teams and third-party partners. Facilitate resolution of transition challenges and operational readiness issues. Work with managed service providers to define support models, escalation paths, resolver groups and service levels. Support business teams during hypercare and post-implementation periods.

Skills & Experience

Essential

Proven experience delivering service transition activities within large-scale technology or digital transformation programmes. Strong understanding of IT service management principles and operational readiness. Experience establishing support models, SLAs, service acceptance criteria and governance processes. Excellent stakeholder management and communication skills. Strong organisational and documentation capabilities. Demonstrated ability to manage risks and maintain service quality during periods of change. Experience coordinating cross-functional teams and multiple workstreams simultaneously.

Desirable

Experience supporting CRM, ERP, cloud-based platforms or other enterprise applications. Background working with managed service providers and outsourced support models. Experience within complex, multi-site organisations. ITIL certification or equivalent service management qualifications.

Personal Attributes

Delivery and outcomes focused. Comfortable operating in fast-paced environments. Able to manage competing priorities effectively. Collaborative and relationship-driven. Proactive, organised and detail-oriented. Strong problem-solving and decision-making skills.

What's on Offer

Opportunity to join a major technology transformation programme. Hybrid working with one day per week in Manchester. Exposure to senior business and technology stakeholders. A collaborative environment with opportunities to influence service excellence and operational maturity.

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