Lead Service Design – Transition Manager
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Job Description
Lead service design and IT transitions into live operation at Evri, the parcel delivery company. Own frameworks, readiness, supplier coordination and operational acceptance.
Responsibilities:
- Set and deliver the Service Design and Transition strategy, objectives and roadmap, aligned with Evri’s IT Service priorities
- Lead the transition of new and changed IT services into live operation
- Maintain and continually improve the Service Design and Transition framework, standards and processes
- Engage IT stakeholders, projects and product teams early to identify transition requirements
- Develop transition plans across the project and product portfolio, agreeing deliverables, owners, milestones and dependencies
- Produce service designs, support models, transition plans and operational readiness assessments
- Drive Acceptance into Service, knowledge transfer and operational handover
- Ensure acceptance criteria are evidenced and outstanding actions are resolved or formally accepted by authorised owners
- Represent IT Service at Architectural Review and Design Review Committees
- Establish and chair the Service Design Committee, driving decisions and actions through to completion
- Own performance reporting against agreed KPIs, providing clear updates on delivery, risks and corrective actions
- Identify and manage service design and transition risks, ensuring clear ownership, mitigation and escalation
- Provide IT Service expertise throughout RFP, supplier assessment and selection processes
- Work with Procurement, Legal and Supplier Management to define and review service and support requirements within contracts
- Drive continual improvement across Service Design and Transition people, processes, products and partners
- Engage with projects and product teams early, establish transition requirements and acceptance criteria, and coordinate stakeholders across IT and the wider business to ensure services are operationally ready and accepted into live operation
- Own and continually improve the Service Design and Transition framework, roadmap and performance measures
- Hold teams and suppliers accountable for delivering against agreed standards
Requirements:
- Strong experience leading the end-to-end transition of new or changed IT services within a complex, fast-paced organisation
- ITIL 4 or ITIL v3 certification
- Practical knowledge of ITIL Service Management disciplines and Service Design and Transition frameworks
- Hands-on experience producing service designs, support models, transition plans and readiness assessments
- Proven experience driving Acceptance into Service, knowledge transfer and operational handover
- Strong understanding of non-functional requirements, SLAs, support models and measurable service acceptance criteria
- Experience embedding Service Design and Transition requirements within agile delivery teams
- Experience managing transition commitments and dependencies across third-party suppliers
- Ability to interpret technical designs and translate complex information into clear service requirements and decisions
- Strong stakeholder management skills, with the confidence to influence senior managers, directors, technical teams and external partners
- Experience contributing to RFP processes, supplier selection and commercial service arrangements
- Excellent planning, facilitation and documentation skills
- A proactive and resilient approach, with the confidence to challenge missed commitments and drive blockers through to resolution
- Experience of Service Design and Transition in AWS or other cloud environments would be beneficial
- ITIL expert-level certification would be an advantage
Benefits:
- Inclusive workplace commitment focused on removing barriers, creating opportunities and ensuring everyone feels valued
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