Senior Service Design & Transition Analyst | London, UK

The Senior Service Design and Transition Analyst plays a key role in ensuring new or changed IT services are well-designed, governed, and transitioned into live operations effectively, following ITIL best practices. The role focuses on driving service readiness, minimizing risks during deployment, and ensuring a smooth operational handover.

This position supports the lifecycle stages of Service Design and Service Transition, ensuring services meet agreed business and operational requirements before going live.

• Service Design
  • Collaborate with stakeholders to define and document end-to-end service designs that include service model, performance metrics, SLAs, support model, security, and continuity.
  • Produce and manage Service Design Packages (SDPs) that incorporate all elements of service delivery and support.
  • Ensure alignment of service design to enterprise architecture, information security, and capacity planning.
  • Validate service designs against non-functional requirements (NFRs), including availability, reliability, and scalability.
  • Define and document service dependencies, SLAs, and OLAs.
• Service Transition
  • Lead or support the service transition process for new or changed services.
  • Plan and coordinate transition activities, including Service Readiness, training, knowledge transfer, and documentation handover.
  • Lead Service Readiness Boards (SRBs) to ensure operational teams are prepared to accept new or changed services.
  • Facilitate Early Life Support (ELS) and ensure clear criteria for service acceptance and exit from transition.
  • Conduct impact assessments and risk evaluations for service introduction.
  • Maintain alignment with Change Enablement and Service Operational processes to support controlled deployment.
• Service Validation & Testing
  • Support or coordinate Service Validation activities to verify services meet business needs.
  • Ensure operational acceptance testing (OAT) criteria are defined and validated.
  • Work closely with test leads to ensure testing aligns with service design and SLA expectations.
• Configuration and Knowledge Management
  • Collaborate with ServiceNow/ITAM Team to ensure service components are accurately captured.
  • Ensure operational documentation, FAQs, and support playbooks are created, validated, and stored in the knowledge base.
  • Facilitate effective knowledge transfer from project teams to support and Service operations.
• Stakeholder Engagement
  • Act as a liaison between project delivery, Technology, and business stakeholders.
  • Coordinate and facilitate workshops to define service design packages, ownership, and governance.
  • Ensure the service/product owner and operations including the Service Desk teams are engaged early in the design process.

• Essential: 4+ years of experience in ITSM or IT Operations, with a strong focus on Service Design and Transition.
• Good understanding of ITIL v3/V4 framework and practices, especially:

• Service Design
• Service Transition
• Service Validation & Testing
• Change Enablement

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. Of course, we take our work seriously and we know our team can operate under great pressure. 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.

• Stakeholder Pension Scheme
• Life Assurance
• Subsidised Gym Membership
• Private Medical Insurance
• Season Ticket Loan
• Eye Care
• Employee Assistance Programme
• Group Income Protection
• Wellness Benefits

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.