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About the Role
The Service Design & Transition Analyst ensures new or changed technology services are designed, governed, transitioned, and accepted into live operations in a controlled and value-led way, aligning with ITIL principles to support the organization’s Service Value System and co-create business value.
Responsibilities
- Collaborate with stakeholders to define end-to-end service designs, including service model, customer outcomes, ownership, support model, performance measures, SLAs/OLAs, security, resilience, availability, capacity, continuity, and operational dependencies.
- Produce and maintain Service Design Packages and supporting artifacts for service delivery, support, measurement, and improvement.
- Ensure service designs align with enterprise architecture, information security, data protection, supplier management, operational resilience, and business continuity requirements.
- Validate service designs against non-functional requirements such as availability, reliability, scalability, recoverability, monitoring, alerting, access, supportability, and maintainability.
- Define and document service dependencies, ownership, RACI, escalation routes, service acceptance criteria, reporting requirements, and integration points with ITSM practices.
- Lead or support the transition of new or changed services into live operations, ensuring planning, governance, risk assessment, and alignment to outcomes.
- Plan and coordinate transition activities, including operational readiness assessments, knowledge transfer, training, support documentation, runbooks, monitoring, access, resolver groups, and service reporting.
- Lead or facilitate Service Readiness Boards to confirm operational readiness for service acceptance and support.
- Facilitate Early Life Support with defined entry, exit, acceptance, hypercare, warranty, and lessons-learned criteria.
- Conduct impact assessments and risk evaluations for service introduction, considering operational, security, supplier, compliance, resilience, and customer impacts.
- Work closely with Change Enablement, Release Management, Deployment Management, Service Configuration Management, Incident Management, Problem Management, and Service Desk practices for controlled deployment.
- Apply ITIL guiding principles to support value co-creation, customer focus, collaboration, simplicity, iterative progress, and continual improvement.
- Support service governance by defining clear service ownership, decision points, acceptance criteria, responsibilities, controls, and audit-ready evidence.
- Capture lessons learned to identify continual improvement opportunities.
- Define or validate service measures, KPIs, dashboards, and reporting requirements to confirm intended outcomes.
- Support or coordinate service validation activities to confirm services meet agreed requirements.
- Ensure operational acceptance testing criteria are defined, agreed, evidenced, and validated before service acceptance.
- Work closely with delivery, testing, operations, and service owners to confirm testing validates service design, support model, SLA expectations, resilience requirements, and readiness controls.
- Collaborate with ServiceNow, ITAM, and configuration management stakeholders to ensure accurate capture and maintenance of service components, CIs, ownership, relationships, and dependencies.
- Ensure operational documentation, knowledge articles, FAQs, runbooks, support playbooks, and known error/workaround information are created, validated, approved, and stored.
- Facilitate effective knowledge transfer from project, product, supplier, and technical teams to Service Desk, resolver groups, service owners, and operational support teams.
- Act as a liaison between project delivery, product teams, Technology, business stakeholders, suppliers, governance forums, and live service teams.
- Coordinate and facilitate workshops to define service outcomes, service design packages, operational readiness, ownership, support responsibilities, governance controls, and transition plans.
- Ensure service/product owners, operations teams, Service Desk, security, architecture, suppliers, and resolver groups are engaged throughout the service lifecycle.
Requirements
- 4+ years of experience in ITSM, Service Design, Service Transition, Technology Operations, or operational readiness for enterprise-level services.
- Strong understanding of ITIL principles, the Service Value System, Service Value Chain, continual improvement, and relevant ITIL management practices.
- Experience managing or supporting the transition of enterprise services into live operations, including readiness, acceptance, hypercare, and handover activities.
- Strong experience using ITSM tooling, preferably ServiceNow, to support service design, configuration, change, knowledge, incident, problem, service request, and continual improvement activities.
- Ability to produce high-quality service documentation, including service design packages, support models, operational readiness checklists, RACI matrices, SLAs/OLAs, runbooks, knowledge articles, and service acceptance criteria.
- Strong communication, facilitation, stakeholder management, and influencing skills.
- Ability to work effectively across global teams, suppliers, technical teams, product teams, and senior stakeholders.
- Ability to identify service risks, gaps, dependencies, and operational challenges, and to drive appropriate mitigation, escalation, and resolution.
- Experience working in Agile, DevOps, product-led, or hybrid delivery environments.
- Continual improvement mindset with a strong customer, service quality, and value focus.
- Able to adapt to change in an evolving technology and service management environment.
- Background in Financial Services, regulated environments, operational resilience, supplier governance, or audit-ready service controls would be advantageous.
Skills
- ITSM
- Service Design
- Service Transition
- Technology Operations
- ITIL
- Service Value System
- Service Value Chain
- Continual Improvement
- Service Design
- Change Enablement
- Release and Deployment Management
- Service Validation and Testing
- Service Configuration Management
- Knowledge Management
- Monitoring and Event Management
- Incident Management
- Problem Management
- Service Request Management
- ServiceNow
- Communication
- Facilitation
- Stakeholder Management
- Influencing
- Risk Management
- Agile
- DevOps
- Product-led delivery
- Financial Services
- Operational Resilience
- Supplier Governance
- Audit-ready service controls
Location
- Global
Work Type
- Full-time
Experience Level
- Senior
- 4+ years
Benefits
- 25 days of annual leave with option to buy/sell more days
- Adoption and fertility leave
- Generous enhanced parental leave
- Comprehensive private insurance coverage for employee and dependents
- Group Life Insurance coverage of 9x basic annual salary
- Group Income Protection up to 75% of basic annual salary
- Optical benefits
- 15% combined employee/employer contributions to savings/retirement
- Subsidized gym membership
- Access to Employee Assistance Program
- Cycle to Work and Electric Car Salary Sacrifice Scheme
- Time off for volunteering
- Charitable matching of employee donations
About the Company
- Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step.
- We work hard and thrive on achievement, but we also know how to have fun and relax too.
- We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.
- Providing employees with a healthy work-life balance is very important to our culture.
- We have a wide range of employee benefits and we host regular social activities and well being initiatives.
- We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.
Equal Opportunity
- We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities.
- We support all employees to thrive and achieve their fullest potential.
- As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.