IT Service Transition & Design Manager

About the role

We're looking for an IT Service Transition & Design Manager to play a key role in ensuring new and changing technology services are successfully designed, delivered and embedded into our business.

This is a great opportunity to sit at the heart of technology delivery and operational excellence, making sure services don't just work on day one, but are built to deliver a great experience for our colleagues and customers long term.

You’ll lead end-to-end service transitions, from planning and readiness through to go-live and early-life support, while also shaping how services will operate once they move into Business as Usual. You’ll work closely with technology teams, business stakeholders, suppliers and operational support teams to make sure every service is scalable, secure, measurable and genuinely fit for purpose.

You’ll also play a key role in our Service Design capability, creating operating and support models, defining service requirements and facilitating workshops that turn business and customer needs into practical, sustainable services.

What You’ll Do:

• Lead end-to-end service transitions, from planning and readiness through to go-live and hypercare.


• Develop transition plans, governance and readiness criteria, managing risks, issues and dependencies.


• Design scalable, secure and operationally viable services aligned to business and colleague needs.


• Define operating and support models, including SLAs/XLAs, KPIs, monitoring, escalation and continuity requirements.


• Facilitate service design workshops and map customer and operational journeys to identify improvements.


• Work closely with technology, business, operations and third-party suppliers to ensure smooth delivery.


• Ensure services are fully operationally accepted and successfully embedded into Business as Usual.


• Drive ITSM best practice and continuous improvement across transitioned services.

About You

We're looking for an experienced Service Transition or Service Design professional who can confidently bring together technology, people and processes to deliver successful, sustainable services.

You’ll have:

• Proven experience delivering complex service transitions in an enterprise environment.


• Strong Service Design and ITIL/ITSM knowledge.


• Experience creating service design, operational readiness and support documentation.


• Strong stakeholder management, communication and facilitation skills.


• Experience defining operating and support models.


• Strong governance, planning, risk and dependency management skills.


• Experience working with third-party suppliers or managed service providers.


• The ability to bridge the gap between technical delivery and business operations.

Experience of digital transformation, Agile/DevOps, customer journey mapping, SIAM or change management would be a bonus.

Benefits

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service


• Thrive Recognition Scheme


• Wellbeing support provided by the Retail Trust


• Life Assurance


• Retail Rewards platform offering discounts for other retailers


• Pension Scheme


• Access to a wide range of career development


• Additional benefits may apply depending on your role and area of the business