IT Service Design and Transition Analyst in London

Dedicated to sustainable development, Arup is a collective of designers, consultants and experts working globally. At Arup you will have the opportunity to collaborate on ambitious projects - delivering remarkable outcomes for clients and communities, and to do socially useful work that has meaning. Arup's purpose, shared values and collaborative approach has set it apart for over 75 years, and now is your opportunity to join.

AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies. We partner with Arup to support their contingent recruitment processes.

The Service Design and Transition Analyst plays a key role within the Service Management Excellence Team, part of the Digital Technology group at Arup. This role is primarily focused on ensuring that new or changed IT services are designed, transitioned, and delivered smoothly, aligning with business objectives and operational requirements.

The analyst leads end-to-end transition planning, assures operational readiness, manages risks, and defines service acceptance criteria, while also facilitating knowledge transfer and support enablement. The Service Management Excellence Team itself is a collaborative group of dedicated professionals committed to driving service management best practices, continual improvement, and delivering value to clients.

What you'll do:

• Lead end-to-end service transition planning to ensure seamless go-live aligned to project milestones and lifecycle requirements.
• Ensure operational readiness by coordinating with support, change, release, and infrastructure teams to validate documentation, SLAs, monitoring, training, and tooling.
• Identify and mitigate transition risks, managing dependencies and issues to maintain service continuity and resilience.
• Define and govern service acceptance criteria, ensuring solutions meet agreed performance, security, compliance, and support standards before handover.
• Deliver effective knowledge transfer and support enablement to ensure operational teams can successfully manage services post-deployment.
• Partner with business stakeholders, product owners, and users to design customer-centric, scalable services aligned to strategic objectives.
• Produce service blueprints and models covering end-to-end journeys, processes, roles, SLAs, KPIs, and escalation paths.
• Ensure service designs comply with enterprise architecture, security, regulatory, and ITSM standards through design governance.
• Drive continuous improvement using performance insight, incident trends, and user feedback.
• Act as a trusted advisor, translating technical delivery into clear, value-focused outcomes for business stakeholders.

The skills you'll need:

• Recognised relevant qualifications in ITIL 4 or a similar area, or actively working towards a professional qualification.
• Demonstrated experience in Service Design, Transition, or broader Service Management, with increasing responsibility and self-managed contribution within a team.
• Proven ability to work effectively with stakeholders in a global organisation, supporting more senior colleagues and contributing to team and project communication.
• Experience in managing workload, monitoring project interdependencies, and applying standard business processes to deliver work within commercial expectations.
• Developing technical knowledge in emerging or specialised areas, with a proactive approach to seeking feedback, supporting change, and generating creative solutions.

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. Guided by its values and alignment with the UN Sustainable Development Goals, Arup creates and contributes to equitable spaces and systems, while cultivating a sense of belonging for all. Arup's internal employee networks support their inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion - creating a space for everyone to express themselves and make a positive difference.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and speak to one of our Sourcing Specialists. AMS are committed to providing all our candidates with the opportunity to perform at their best throughout the recruitment process. Please let us know if you require any additional support or reasonable adjustments during the screening process and we will work with you and Arup to identify the best solution to meet your requirements.