Overview
The Service Design & Transition Lead will play a critical role in guiding a large-scale Command & Control transformation programme for a public-sector organization. This position focuses on leading the Service Design, Introduction, and Transition workstream, facilitating the safe and effective transition of new technologies and processes into live service while meeting ITIL best practices. The contractor will work collaboratively with various teams to assure operational readiness and support requirements for both cloud and on-premise components.
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 alignment with organisational and industry standards.
- Oversee the transition into service of all 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 between support models and existing service architecture.
- Review SLAs, support models, knowledge transfer, and reporting frameworks for contract alignment.
- Provide management reporting, service metrics, and performance insights to programme leadership.
Requirements
- Demonstrable experience delivering Service Design and Transition within large, complex, multi-supplier programmes.
- Deep understanding of ITIL frameworks (V3/V4) and practical experience with service management processes.
- Strong background in designing and implementing service architectures for enterprise systems.
- Proven ability to influence and build relationships across diverse teams.
- Solid understanding of cloud-based and hybrid environments, configuration management, and deployment tooling.
- Experience working within Agile delivery environments and multi-disciplinary teams.
- Track record of transitioning services from design through to BAU.
- ITIL certification is essential.