Overview
In this role, you will steer the transition of new and changed digital services into live operation with a focus on safety, efficiency, and long-term resilience. You will work across delivery, technical, and operational teams to embed structured transition methods and ensure readiness from day one. You’ll influence service design decisions and promote ITIL-aligned practices to deliver robust, supportable services that meet user and operational needs. This is a mission-driven opportunity to support UKHSA’s health security goals at scale, with a clear impact on service quality and risk management.
Pay / Benefits
- hybrid working model
- flexible working opportunities
- core HQs with government department co-location
- on-site working commitment (60% on-site)
- salary range linked to grade
- inclusive culture
Responsibilities
- Lead end-to-end service transition activities to meet entry/exit criteria.
- Embed ITIL-aligned transition processes (change, release, knowledge management).
- Ensure complete, approved service documentation prior to go-live (support models, runbooks, SLAs).
- Engage with programme teams, architects, operations, and suppliers.
- Translate technical requirements into business-ready outputs and influence decisions for maintainability.
- Validate and establish service readiness—monitoring, escalation, training of operational teams.
- Support early life support and transition to business-as-usual.
- Identify and manage risks, issues, and dependencies across transitions.
- Coordinate onboarding of services into ITSM platforms (e.g., ServiceNow) with clear ownership and performance expectations.
Key requirements
- ITIL qualification (or equivalent) with practical ITSM/Service Transition experience
- Proven experience leading service transition activities for digital or technology services
- Strong stakeholder engagement and communication skills, with ability to influence across technical and non-technical teams
- Experience producing and reviewing service design and transition documentation
- Proven ability to identify and manage risks, issues and dependencies
- Experience working with suppliers and ensuring delivery against SLAs and KPIs
- stakeholder engagement
- communication
- influencing
- ITIL
- ServiceNow or similar ITSM platforms
- change, release and knowledge management
IT Service Transition Lead in Liverpool employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
