Service Transition Manager
Job summary
This is an exciting opportunity for an experienced Service Transition Manager to join us and lead the transition of new digital systems and services into business as usual across our Digital services and Research Systems Programme (RSP).
We are looking for someone with proven experience in Service Transition with strong knowledge of ITIL frameworks. The postholder will have excellent stakeholder engagement and communication skills, with the ability to manage complex transition activities across multiple teams and suppliers.
You'll be part of a highly successful team delivering critical digital services that support health research across the UK. This is a key role in shaping the future of digital service delivery at the HRA.
Main duties of the job
The post holder will act as the lead for the Service Transition across all Digital & RSP services within Health Research Authority. This role will sit within Service Delivery team of HRA and will have direct accountability for ensuring the effective transition of new systems and services from Service Release to Business As Usual (BAU) within Research Systems Programme (RSP). The STM (Service Transition Manager) will be expected to work within a strategic service delivery framework set by Head of Digital Service Delivery, encapsulating all digital applications/systems and services designed and serviced by HRA. The role will incorporate acting as lead for Service Transition practice within IT Service Management portfolio and coordinate transition activities across projects, suppliers and operational teams.
The role is a critical part of the Programme, and the role holder will act as SME for Service Transition, acting as a liaison point between the RSP team and the wider business community, both internal to the HRA and external for any system transition related workstreams. They will also liaise with the suppliers and partners, regarding planning transition processes of ongoing and future transitions of new services transitioned to BAU.
The role will be expected to work across all the specialist stages of ServiceLifecycle involving
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
About us
At the HRA, we are committed to fostering a supportive and inclusive working environment where we actively invest in the development and empowerment of our staff, enabling them to perform at their best. We strive to promote a healthy workplace culture where wellbeing, collaboration, and professional growth are valued and encouraged.
Working at the HRA, our approach to flexible working is designed to support us all, recognising that for many people, home based or hybrid working provides us with the most productive environment to work well. We will try to offer a working pattern that suits you where possible.
The HRA offers home based contracts for all locations. Newcastle based staff can be office based. For staff based in Manchester, Nottingham or Bristol, hybrid working arrangements may be possible. We encourage you to speak with us to explore how this could be accommodated.
We are committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives and backgrounds create a stronger, more creative workplace that helps us to deliver the best services. We welcome applications which represent the rich diversity of our community: age, disability, gender identity and expression, ethnicity, religion or belief, sex, sexual orientation and other diverse characteristics, and we have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
Job description
Job responsibilities
Job responsibilities
Please refer to the attached job description and person specification documents for full details about this role.
When completing your application, ensure you clearly demonstrate how your experience and skills align with the criteria outlined for this position.
We recognise that generative AI tools can be helpful in supporting applicants during the recruitment process, particularly for tasks such as proofreading, structuring, or refining written responses. However, we encourage candidates to use AI responsibly and sparingly. Applications should reflect your authentic voice, personal experiences, and genuine qualifications. Over-reliance on AI-generated content can result in generic or inaccurate submissions that fail to meet the criteria or convey your individuality. Misrepresentation of skills, knowledge, or experience, including through AI-generated content, may lead to the rejection of your application, withdrawal of your offer, or your dismissal if you do start with us. If you choose to use AI, please ensure it enhances rather than replaces your own input, and be transparent about its use where appropriate. False and insincere examples go against our values of integrity and transparency.
Important information
We are unable to offer employment under any sponsorship arrangement as we do not hold a sponsorship licence. Applications requiring sponsorship will not be considered.
Applications that do not clearly demonstrate how the essential criteria outlined in the person specification are met will not be shortlisted.
Only the information provided in the application form will be considered. CVs will not be reviewed.
We do not accept applications via recruitment agencies or other third parties.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Our fixed term positions are also open to applicants who wish to apply for the role on a secondment basis. Applicants who fit this category are advised to speak with their Line Manager before applying and visit their organisations Secondments Policy.
Organisational structure and directorate overview
The HRA is made up of five directorates: Approvals, Chief Executive, Digital, Policy and Partnerships and Resources.
This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRAs portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems. The directorate owns, develops, and delivers the HRAs digital strategy in line with government digital and functional standards.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
Person Specification
EXPERIENCE
- Evidence of working within a large-scale digital transformation program environment especially within Service Management provision
ANALYTICAL AND JUDGEMENTAL SKILLS
- Ability to analyse and map out complex business processes using different analysis techniques and recommend improvements within system and business processes.
INTERPERSONAL SKILLS
- Demonstrable ability and experience to positively influence and persuade others (often challenging audiences at all levels where there may be resistance to change) to take a specific course of action by integrating logic, emotion and information to construct complex yet persuasive arguments.
QUALIFICATIONS
- Educated to Master's level (or equivalent experience in service management provision) plus significant specialist experience as detailed below or equivalent demonstrable capability.
- ITIL4 Foundation qualification.
- ITIL4 Practioner qualification.
KNOWLEDGE, SKILLS AND EXPERTISE
- A working knowledge and good understanding of service transition practice
- Knowledge of data protection regulations including GDPR.
EXPERIENCE
- Significant experience of successfully implementing and transitioning new services into BAU with attention to user experience, performance, robustness, security, and effectiveness as well as meeting the program deadlines.
- Significant experience of successfully managing end to end service lifecycle including service retirement
- Experience of building, developing and maintaining successful relationships across organisational boundaries, delivering a high standard of customer service, developing the services beyond expectation where possible.
ANALYTICAL AND JUDGEMENTAL SKILLS
- Excellent stakeholder management skills that facilitate delivery in a large-scale environment.
INTERPERSONAL SKILLS
- Ability to work within a team and liaise proactively with colleagues.
OTHER
- Commitment to inclusivity and valuing diversity
KNOWLEDGE, SKILLS AND EXPERTISE
- A working knowledge and understanding of Project Management methodologies. e.g. Agile, SAFe
- Knowledge of Research Systems
ANALYTICAL AND JUDGEMENTAL SKILLS
- Demonstrable ability to critically evaluate information gathered from multiple sources and extract pertinent detail from low-level information / decompose high-level information, to ensure comprehensive understanding is reached to design transition workstreams.
- Ability to keep up to date with current and emerging service management practices, relate them to the needs of the organisation, and explore opportunities with stakeholder groups
INTERPERSONAL SKILLS
- Excellent written and oral communication skills in order to be able to exchange complex service management concepts in a manner appropriate to the audience and to influence and persuade people at all levels of the organisation
Employer details
Employer name
Health Research Authority
Address
Manchester
3 Piccadilly Place
Manchester
M1 3BN
Employer's website
https://www.hra.nhs.uk/
- Company
- Health Research Authority
- Location
- Manchester, United Kingdom M1 3BN
Hybrid/Remote Options - Employment Type
- Fixed-Term
- Salary
- £55690.00 - £62682.00 a year
- Posted
- Company
- Health Research Authority
- Location
- Manchester, United Kingdom M1 3BN
Hybrid/Remote Options - Employment Type
- Fixed-Term
- Salary
- £55690.00 - £62682.00 a year
- Posted