IT Service Transition Manager – Global IT Service Management

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you. As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits. To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact.

IT Service Transition Manager – Global IT Service Management

Site Introduction

In 2021, pladis proudly opened the doors to our vibrant global hub, the MIU Campus. Located in the heart of Chiswick Park, West London. Just a short 5-minute walk from Gunnersbury Station, our campus is nestled within 33 acres of beautifully landscaped gardens, offering a welcoming and inspiring environment for all. Chiswick Park is home to both our UK and Global Corporate teams, bringing together diverse teams across the business.

What will this role achieve?

The IT Service Transition Manager is accountable for the successful transition of IT projects, changes and enhancements into live service across five global regions, ensuring services are operationally ready, stable and supportable from day one. The role ensures each new or changed service has a robust service wrapper, including support processes, escalation paths, ownership models and operational documentation, and acts as a key liaison between regional IT teams, third-party AMS partners and Service Desk providers.

What will be your key deliverables?

Principal Accountabilities

Service Transition Delivery

• Own the end-to-end service transition process for new services, applications and significant changes.
• Ensure transitions meet agreed Service Acceptance Criteria and include a complete operational service wrapper.
• Validate support model, support hours, incident/request/problem processes, escalation paths, monitoring, runbooks, knowledge articles, RACI, CMDB and service catalogue updates.
• Ensure structured handover into Service Operations, including hypercare where required.

ITSM Delivery Oversight

• Oversee the effectiveness of ITSM processes as they relate to transitioned services across regions.
• Drive standardisation and consistency in transition execution and operational readiness.
• Identify readiness risks such as documentation gaps, unclear ownership or lack of monitoring, and drive resolution.
• Validate support team readiness, end-user readiness activities and formal service ownership acceptance.

Change & Release Readiness Governance

• Work with Change Enablement and Release Management to ensure changes are risk-assessed and operationally validated.
• Confirm deployment and rollback plans are complete and tested, operational impacts are understood and go/no-go governance is in place.
• Provide transition readiness input into CAB and governance forums; ensure PIRs are completed and actions tracked.

Vendor & Partner Integration

• Act as the service transition integration point between internal IT teams and external AMS / Service Desk providers.
• Ensure suppliers receive knowledge transfer and understand service ownership, roles and escalation paths.
• Align suppliers to transition standards, common processes, tooling, SLAs and ways of working.
• Drive accountability across vendors for service quality, risks and early-life support outcomes.

Service Review & Continual Improvement

• Establish and operate a sustainable service review framework for transitioned services.
• Lead insight-driven service reviews covering SLA/XLA performance, incident/problem/change trends, stability and risk.
• Maintain and prioritise an improvement backlog with clear ownership and delivery.
• Capture lessons learned and embed improvements into transition standards.

Financial Responsibilities

No direct budget ownership specified. Contributes to supplier governance and service review activity where cost, service quality and performance implications are relevant.

People Management Responsibility

Number of direct reports: 0; Number of dotted line reports: 0; Leads virtual transition teams and coordinates cross-functional stakeholders, suppliers and Service Desk teams through transition and early-life support.

Bring your experience.

Essential

• Proven experience in IT Service Transition, ITSM or Service Delivery roles in a global organisation.
• Strong working knowledge of Incident, Problem, Change and Service Level Management.
• Experience defining and implementing service acceptance and operational readiness criteria.
• Experience working closely with project/delivery teams to transition services into BAU.
• Understanding of release and deployment practices and operational impacts.
• Experience working with AMS providers and Service Desk outsourcing models.
• Strong capability in managing shared accountability across multiple suppliers.
• Ability to influence technical and non-technical stakeholders with clear, structured communication and strong governance discipline.

Desirable

• ITIL v3/v4 certification or equivalent experience.
• Experience in global FMCG / CPG environments.
• Familiarity with SIAM principles in multi-supplier environments.
• Experience using service management tooling, e.g. ServiceNow, in transition and operational readiness processes.

What will the interview process be?

Initial Telephone call with Talent Acquisition 1st stage interview – 45 minutes competency-based interview based on our company values and your experiences. 2nd stage interview – 90 minutes – a technical interview to understand your skill set/case study or presentation interview. pladis does also use both Psychometric and Aptitude tests to support our processes so you may be asked to complete these as part of your process. Some processes may differ, but we will keep you updated!

What does pladis offer you?

• Annual Incentive Plan (AIP) – this is the business’s annual bonus scheme.
• Opportunity to self-enrol into Health Cash Plan
• Private medical Insurance (if eligible by grade)
• Enhanced parental leave and a supportive phased return-to-work program to help colleagues balance family and career.
• Stakeholder Pension Scheme
• Life Assurance Cover ~ upon enrolment to Stakeholder Pension Scheme
• 25 days + bank holidays Holiday Enhancement Scheme
• 1 Volunteering Day per year
• Cycle to work scheme
• Discounted gym membership – Carlisle and Chiswick only
• Discount and Cashback Scheme – make your everyday spending work hard for you on major high street brands, supermarkets and services
• Access to Employee Assistance Programme
• Financial Wellbeing Support
• Access to great training and development opportunities

Our Values

• Purpose led – We’re energised and guided by our purpose to bring happiness with every bite
• Agile – We’re ever evolving, we never stand still, always improving for our customers and our consumers.
• Positive – We’re highly motivated optimistic, courageous, and we inspire each other to be better
• Resilient - We’re persistent in the face of setbacks, quick to adapt, learn and move forward
• Collaborative – We gain strength from operating as one pladis, winning and succeeding together

Best mix of ingredients pladis is an equal opportunities employer, like every great recipe we’re a thoughtful mix. A happy and inclusive place to work that’s as diverse as our consumers and the communities we support, live and work in, all around the world. Where every voice is heard, and difference is celebrated. Where fresh perspectives and new ideas help us grow and thrive.

Accessibility at Chiswick

Our Chiswick site has step-free access, accessible entrances nad lifts between floors to support with individuals with mobility needs. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to receive other benefits and privileges of employment, and where possible to perform key job functions.

About pladis

pladis is one of the world’s fastest growing snacking companies and home to much loved brands including McVitie’s, GODIVA and Ülker. pladis also owns regional brands Jacob’s, Go Ahead, Flipz, Turtles, BN, Verkade and many more products across sweet and savoury biscuits, wafer, cake and chocolate. Formed in 2016, pladis is the proud steward of over 300 years of family baking and confectionery experience. The expertise of our 16,000-strong global workforce spans 27 bakeries across 11 countries and is united by our purpose: to ‘bring happiness with every bite’. As a responsible business delivering the highest quality products and exceptional service, pladis’ products have the potential to reach more than four billion people across the world.

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