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For Companies At a Glance
- Tasks: Lead seamless service transitions and drive adoption of new services while managing change effectively.
- Company: Join a dynamic team focused on continuous improvement in IT service delivery.
- Benefits: Enjoy a hybrid work model with flexible travel options and a supportive team environment.
- Why this job: Be at the forefront of business change, making a real impact on service delivery and user experience.
- Qualifications: 5+ years in service transition or change management; strong ITIL knowledge required.
- Other info: Must be SC eligible and able to commute to Leeds and Manchester sites.
The predicted salary is between 48000 - 72000 £ per year.
Service Transition Manager
Permanent Role
SC Eligible/Active SC Candidates may apply
Locals to Leeds preferred as 2 days travel per week in Leeds site or co-located with our customer in the Manchester site
Location
Hybrid (2 days per week in Leeds site or co-located with our customer in the Manchester site)
On-call
Required to work on a rota basis with a Shift Pattern: covering 24/7/365 rotating shifts working out to at least 1 week in every 4.
Position Overview
We are seeking a highly skilled and dynamic Service Transition & Business Change Manager. In this role, you will be instrumental in ensuring seamless transitions from project implementation to operational delivery while driving adoption and maximising the value of new services. You will work across service transition, change management, and continuous service improvement, ensuring processes evolve effectively as the service grows and the user base expands.
As part of the Technical Service Desk team, you will oversee service onboarding, change impact assessments, and stakeholder engagement while supporting a 24/7/365 service monitoring and incident response function. Your expertise will be crucial in managing the evolution of the Technical Service Desk as the wider customer programme and service delivers change and expand their customer reach.
Key Responsibilities
Service Transition & Change Management:
- Lead the development and execution of service transition strategies to ensure seamless onboarding and operational readiness.
- Collaborate closely with project managers, stakeholders, and cross-functional teams to align change management strategies with business objectives.
- Design and implement comprehensive change management plans, addressing people, process, and technology aspects of service transitions.
- Define change impact assessments, stakeholder analyses, and communication strategies to anticipate and mitigate resistance to change.
- Ensure service transition processes scale effectively to accommodate increasing complexity and a growing user base.
Business Change & Adoption:
- Lead the creation of communication materials, training programs, and support resources to enhance the adoption of new services and processes.
- Utilize data-driven insights and user engagement analytics to refine change management strategies and optimise stakeholder adoption.
- Conduct workshops, training sessions, and town hall meetings to engage stakeholders and address concerns effectively.
- Monitor feedback and engagement levels, iterating change strategies to ensure continuous improvement.
Service Operations & Reporting:
- Define and implement KPIs and metrics to measure the effectiveness of service transition and change management initiatives.
- Develop service reporting and insights dashboards to track service performance, incident trends, and operational health.
- Ensure effective coordination between service transition, technical support, and incident response teams.
- Collaborate with external partners and vendors to ensure alignment on service transition and business change initiatives.
Continuous Improvement:
- Stay ahead of industry trends, emerging technologies, and best practices in service transition and business change.
- Identify opportunities for process re-engineering and self-service capabilities to enhance transition effectiveness.
- Foster collaboration between business change, technical teams, and service operations to drive process improvements.
Training & Documentation:
- Create and maintain technical documentation, including transition plans, change impact assessments, and user adoption guides.
- Develop training materials and knowledge-sharing initiatives to upskill teams in change management methodologies and best practices.
Must-Have Skills:
- Able to commute to the Leeds office regularly and other sites e.g. Reading as required, with occasional co-location with customers in Manchester.
- Minimum of 5 years of experience in service transition, change management, or a similar role within IT service environments.
- Strong understanding of ITIL principles, service transition methodologies, and business change frameworks.
- Experience leading service transitions, onboarding processes, and stakeholder engagement initiatives.
- Exceptional communication and interpersonal skills to influence and engage stakeholders at all levels.
- Strong problem-solving abilities and adaptability to navigate complex, evolving environments.
- Proficiency in collaboration and documentation tools such as Jira, Confluence, and ServiceNow.
Preferred Skills:
- ITIL v4 certification preferred (ITIL v3 desirable).
- Experience with Agile/Scrum methodologies and tools.
- Familiarity with observability, service monitoring, and incident response platforms.
Service Transition Manager employer: Mastek
Contact Detail:
Mastek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Transition Manager
✨Tip Number 1
Familiarize yourself with ITIL principles and service transition methodologies. Since these are crucial for the role, demonstrating your knowledge in these areas during interviews can set you apart from other candidates.
✨Tip Number 2
Highlight your experience in leading service transitions and stakeholder engagement initiatives. Be prepared to share specific examples of how you've successfully managed change in previous roles, as this will showcase your capability to handle the responsibilities of the position.
✨Tip Number 3
Since the role requires strong communication skills, practice articulating your thoughts clearly and confidently. Consider conducting mock interviews or engaging in discussions with peers to refine your ability to influence and engage stakeholders effectively.
✨Tip Number 4
Stay updated on industry trends and emerging technologies related to service transition and business change. Being knowledgeable about the latest developments can help you demonstrate your commitment to continuous improvement and innovation during the interview process.
We think you need these skills to ace Service Transition Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in service transition and change management. Use specific examples that demonstrate your ability to lead transitions and engage stakeholders effectively.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of Service Transition Manager. Mention your understanding of ITIL principles and how your skills align with the responsibilities outlined in the job description.
Showcase Relevant Skills: Emphasize your proficiency in collaboration tools like Jira and Confluence, as well as your experience with Agile methodologies. Highlight any certifications, such as ITIL v4, that are relevant to the position.
Prepare for Potential Questions: Think about how you would address common interview questions related to service transition and change management. Be ready to discuss your approach to stakeholder engagement and continuous improvement strategies.
How to prepare for a job interview at Mastek
✨Showcase Your Service Transition Experience
Be prepared to discuss your previous experience in service transition and change management. Highlight specific projects where you successfully led transitions, focusing on the strategies you implemented and the outcomes achieved.
✨Demonstrate Your Communication Skills
Since this role requires exceptional communication abilities, practice articulating your thoughts clearly. Prepare examples of how you've engaged stakeholders and facilitated workshops or training sessions in the past.
✨Familiarize Yourself with ITIL Principles
Brush up on ITIL principles and service transition methodologies. Be ready to explain how these frameworks have guided your approach to managing change and ensuring operational readiness in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think of examples where you navigated complex situations during service transitions and how you ensured stakeholder buy-in.
