Service Design and Transition Manager

This job is with Southern Water, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Closing Date

2025-06-28

Location: Durrington, Worthing (Hybrid)

Contract Type: Permanent

Salary: to 68K per annum (DOE) + bonus.

Hours: 37 hours

Are you ready to make a difference in the water & waste industry?

Southern Water are going through an immense digital transformation programme and require skilled and talented people to join our supportive and collaborative teams to deliver these transformation initiatives.

As Service Design and Transition Manager, you will be responsible for ensuring the effective design and seamless transition of new or changed services into operational environments. You will focus on designing services that meet business and user's requirements, ensuring operational readiness and delivering end to end service transition processes within Digital IT Projects while adhering to Southern Waters governance frameworks.

Responsibilities include:

• Service Design activities including:
  • Define Roles and Responsibilities for Project and Business throughout Project Lifecycle.
  • Review gathered requirements and consult with relevant teams to ascertain achievability.
  • Work with support teams in 'Kick off Meeting' to Scope high level Support.
  • Work with support teams to understand ongoing resource profile/skills needed.
  • Develop the Service TCO (Total Cost of Ownership)
  • Agree toolset needed to provide alerting/monitoring.
  • Agree Service Level Agreements ensuring that the business requirements align with Digital's/3rd Party support capability.
  • Create and maintain the Service Design Package – to include consideration of capacity, availability, monitoring/alerting, resource and running costs throughout the service lifecycle.
  • Ensure service designs meet business objectives, operational requirements, and user needs.
  • Ensure service architecture aligns with existing Digital IT landscapes and operational capabilities.
  • Identify and address gaps in service processes, systems, or resources to ensure successful delivery.
  • Define Service Transition Plan
  • Participate in design reviews to validate service readiness.

• Service Transition Activities including:
  • Deliver and govern the end-to-end Service Transition process for allocated projects, ensuring compliance with agreed templates and governance frameworks.
  • Ensure smooth handover of services from project delivery to operational support, avoiding gaps in service provision. (to include contingencies)
  • Provide expert advice on Service Transition processes to Project Managers.
  • Act as key point of contact between Project Managers and stakeholders to ensure alignment of service requirements.
  • Identify, document, and help mitigate risks and issues related to service delivery, contributing to the Project and Risk register.
  • Manage service Transition elements of the project RAID (Risks, Assumptions, Issues and Dependencies)
  • Assure evidence from the Project Manager that testing against the business requirements has been completed and approved.
  • Coordinate and manage Internal Service Acceptance Boards (SAB).
  • Minute SAB decisions and track pre-and post-go-live actions.
  • Support Early Life Support (ELS) with the project manager and all mandatory stakeholders.
  • Manage the Acceptance into Service (AIS) process, ensuring post-go-live actions are fully addressed.

Skills & Knowledge required

• Self-starter able to work effectively with minimal supervision.
• Strong understanding of ITIL practices, particularly Service Design, Service Transition and Service Operations.
• Experience in delivering service design and transition activities within IT Projects.
• Expertise in developing Service Support Models, SLAs, OLAs and process workflows.
• Excellent stakeholder management, communication, and facilitation skills.
• Strong problem -solving and organisational abilities.
• Familiarity with project governance processes and RAID management.
• Experience with operational readiness assessments and service assurance activities.
• ITIL Foundation V4.
• ITIL Service Design & Transition.
• Knowledge of IT Project Management methodologies.

What Do We Offer?

• 25 days annual leave + Bank Holidays.
• Free annual flu jab and eye test vouchers.
• Pension contributions up to 11% (depending on your contribution).
• An employee assistance program.
• A network of sports and social clubs.
• Company and performance-related bonus.
• Life assurance equal to 4x salary.
• Salary sacrifice electric car scheme (after 6 months service).
• Health Cash Plan.
• Two paid volunteering days a year.
• Occupational health service.
• Discounts with over 800 popular retailers.
• Digital GP service.
• Study support may be available for job-related qualifications.
• Competitive maternity & paternity leave and flexible return to work options.
• Cycle to work scheme.

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