Service Design & Transition Lead

Overview

Job Title: Service Design & Transition Lead Location: London (hybrid – Lambeth / other sites as required) Contract: Initial 6 months, likely to extend Rate: £450 - 525 (Outside IR35) Start Date: ASAP Overview: We’re supporting a major public-sector organisation delivering a large-scale Command & Control (C&C) transformation programme — replacing legacy systems with a modern, integrated solution that will significantly enhance operational capability across critical services. This role will lead the Service Design, Introduction, and Transition workstream, ensuring that new technology and processes are transitioned into live service safely, effectively, and in line with ITIL best practice. The successful candidate will have proven experience leading service transition across complex, multi-supplier environments and be comfortable working with both cloud and on-premise infrastructure within a regulated or high-security setting. Key Responsibilities Lead and manage all Service Design, Introduction and Transition activities across the programme. Define and assure the operational service model for the new platform, ensuring it aligns with organisational and industry standards (ITIL v3/v4). Oversee the transition into service of all cloud and on-premise components, ensuring effective knowledge transfer and operational readiness. Collaborate with product, platform, and supplier teams to review and assure support requirements. Develop and maintain service support documentation including policies, processes, and procedures. Ensure consistency and alignment between support models and existing service architecture. Support production of capacity, capability, and resource models required for ongoing service operation. Review SLAs, support models, knowledge transfer, and reporting frameworks to ensure contract and performance alignment. Capture and manage service dependencies and ensure all transition activities are coordinated effectively. Provide clear management reporting, service metrics, and performance insights to programme leadership. Experience & Skills Required Demonstrable experience delivering Service Design and Transition within large, complex, multi-supplier programmes. Deep understanding of ITIL frameworks (V3/V4) and practical experience embedding service management processes. Strong background in designing and implementing service architectures for enterprise or public-sector systems. Proven ability to influence and build relationships across technical, commercial, and operational teams. Solid understanding of cloud-based and hybrid environments, configuration management, automation, and deployment tooling. Experience working within Agile delivery environments and multi-disciplinary teams. Track record of transitioning services throughout the full lifecycle — from design through to BAU. ITIL certification essential. Desirable Previous experience within policing, emergency services, or large government departments. Current or recent CTC / NPPV2 / SC clearance. Project management qualification (e.g. PRINCE2, MSP, or equivalent).

Responsibilities

• Lead and manage Service Design, Introduction, and Transition activities across the programme.
• Define and assure the operational service model for the new platform, ensuring ITIL compliance.
• Oversee the transition of cloud and on-premise components into live service.
• Collaborate with teams to review and assure support requirements.
• Develop and maintain service support documentation including policies and procedures.
• Ensure alignment between support models and existing service architecture.
• Review SLAs and reporting frameworks to ensure performance alignment.
• Manage service dependencies and coordinate all transition activities effectively.

Requirements

• Proven experience in Service Design and Transition within complex, multi-supplier programmes.
• Deep understanding of ITIL frameworks (V3/V4) with practical experience in service management.
• Strong background in designing service architectures for enterprise or public-sector systems.
• Proven ability to influence across technical, commercial, and operational teams.
• Solid knowledge of cloud-based and hybrid environments, including deployment tooling.
• Experience in Agile delivery environments and multi-disciplinary teams.
• Track record of managing service transitions throughout their lifecycle.
• ITIL certification is essential.