Service Transition Manager

Main Purpose of Role

Ensuring the controlled and efficient transition of IT services, end user computing (EUC) solutions, and business functions from design and project delivery into live service and operational support.

Operating within the Support Services function, this role ensures that all new or changed technology services including End Point, End User, and Digital Workplace solutions are transitioned smoothly, sustainably, and with minimal disruption to business operations.

Key Accountabilities

• Lead and coordinate the transition of IT services, including End Point Management, Device Lifecycle Services, Collaboration Tools, and End User Support into steady state operations.

• Develop and execute Service Transition Plans aligned with ITIL best practices, including risk, communication, and readiness components.

• Work closely with Service Owners, Solution Architects, Project Managers, and IT Operations to define service acceptance criteria and handover deliverables.

• Ensure that all supporting materials (runbooks, service design packages, SLAs/OLAs, and knowledge articles) are created, reviewed, and approved before go-live.

• Manage Early Life Support (ELS) and the formal transition into Business as Usual (BAU) support environments. • Ensure seamless onboarding of new technology or managed services vendors into the organisation’s operational ecosystem.

• Support deployment and transition of end user solutions, including hardware refresh programs, collaboration platforms (e.g., M365, Teams), and endpoint security solutions. • Serve as the single point of accountability between IT Project Delivery, Operations, and Business Leadership during transition phases.

• Maintain and manage Transition Governance Frameworks, readiness checklists, risk registers, and service acceptance documentation .

• Provide regular progress reports, readiness dashboards, and risk updates Measurable Outcomes • Approved and executed Service Transition and Business Integration Plans

• Operational Readiness Assessments and Acceptance Criteria sign-offs

• Risk, Issue, and Dependency Logs for transition phases Service Transition Manager

• Knowledge Transfer & Support Documentation (e.g., SOPs, service models, SLAs)

• Post Implementation Reviews and Lessons Learned Reports

• Successful handover to Operations / BAU with minimal disruption Essential Qualifications,

Experience, Skills & Attributes

• Proven experience managing IT service transitions, particularly within End User / End Point / Digital Workplace environments.
• Strong understanding of the ITIL framework, particularly Service Transition, Service Operation, and Change Enablement.
• Demonstrated success managing end to end service introductions, operational readiness, and handovers in enterprise IT environments. S
• Strong organisational, planning, and problem-solving capabilities, with attention to detail and quality.
• On time and quality assured delivery of service transition projects.
• Achievement of service readiness and operational acceptance milestones. o Minimal disruption to IT and end user service performance during transitions.
• Positive user experience and satisfaction scorespost transition.
• Compliance with transition governance and security standards.
• Continuous improvement of transition processes and documentation.

Skills:

• Have excellent communication, influencing and customer (Internal/external) management skills
• Excellent stakeholder management and communication skills across business and technical teams.
• Experience of creating and maintaining a project plan
• Excellent analysis and problem-solving skills
• Strong leadership and coordination skills in matrixed IT environments.
• Ability to bridge the gap between technical detail and business impact.

Attributes:

• Passionate about delivering exceptional service
• Analytical mindset with a focus on proactive risk management.
• Effective communicator capable of influencing senior stakeholders.
• Resilient and adaptable, able to thrive through change and uncertainty.
• Committed to continuous improvement and end user service excellence.

Desirable Qualifications, Experience, Skills & Attributes

• Experience using ServiceNow or similar ITSM platforms.
• Understanding of End User Computing technologies, M365, Configuration Manager, Intune, MDM, MAM device management frameworks.
• Qualifications/Certifications o ITIL v4 Managing Professional certification. o PRINCE2, PMP, or equivalent project management qualification.