Transition Lead - Business Services Centre

Transition Lead (18 month FTC)

Glasgow (Hybrid) l Personal Contract  

Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

REQ5537

We have an exciting opportunity to join a cutting-edge organisation that proudly serves over 6 million customers, keeping them safe and warm every day. SGN is looking for a Service Transition Lead to play a pivotal role in delivering exceptional service delivery across our Business Services Centre.

As our Service Transition Lead, you will be responsible for overseeing service performance, maintaining and improving Service Level Agreements (SLAs), and leading the transition of new services and changes to existing services. You will ensure smooth, well-governed delivery across all operational teams and continuously look for opportunities to improve how we work.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute...

• Leading the successful transition of new services and changes to existing services, ensuring minimal disruption and operational readiness.
• Establishing and maintaining clear service definitions and overseeing the performance of SLAs and KPIs
• Conducting root cause analysis and driving corrective actions.
• Managing the Continuous Improvement framework—identifying opportunities, implementing enhancements, and measuring associated benefits.
• Maintaining and developing the team’s governance framework, including KPIs, risk management, and consistent ways of working.
• Championing the use of technology to automate and streamline processes
• Identifying and implementing continuous improvement initiatives to further enhance the efficiency and effectiveness

What you’ll need

• Proven experience in Service Management, including knowledge of best practices, enabling technologies and transition management
• A proactive mindset with the ability to drive continuous improvement.
• Excellent skills in Stakeholder engagement, performance management and problem-solving.
•  A collaborative leadership style that ensures alignment and consistency across teams
• Strong Excel and computing skills, experience with statistical tools and methods and strong data analysis experience
• Desirable: Experience in systems such as ServiceNow and Oracle ERP.

We would prefer if you had relevant industry experience, either an ITIL Foundation Certification or a Project Management Certification (i.e. PMP, PRINCE2, Lean Six Sigma). However, if you don’t have all the qualifications, but think you have other applicable experience that would make you a good fit for the role, we would still love to hear from you.

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Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN is a leader in pioneering research and development toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. SGN is an award-winning employer, including CCA Gold Awards for 'Great Places to Work and 'Inclusivity and Accessibility'.

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >