IT Service Transition & Improvement Lead

We are seeking an experienced IT Service Transition & Improvement Lead to take ownership of key IT Service Management functions, including Service Transition, Continuous Service Improvement (CSI) and Problem Management. This role plays a central part in ensuring that new and existing IT services are transitioned effectively into live operations and are continuously improved to meet operational requirements. The role offers a balance of strategic oversight and hands-on operational delivery. You will lead the development and implementation of service management processes, oversee risk and quality controls, and work closely with a range of internal and external stakeholders. Your focus will be on delivering high-quality outcomes in line with established frameworks such as ISO9001, ISO20000, and ISO27001.

Main Responsibilities:

• Lead and manage the delivery of Service Transition, CSI, and Problem Management across the organisation.
• Define and manage service acceptance criteria, working with project teams to ensure services are ready for operational use.
• Oversee the Problem Management lifecycle, identifying root causes, managing workarounds, and reducing repeat incidents.
• Monitor the effectiveness of transition activities, capturing feedback and data to inform improvements.
• Develop and implement standardised Service Transition plans to support successful go-lives and handovers to support teams.
• Manage risk and compliance throughout service changes, supporting certification and audit processes.
• Track, measure, and report on the performance of transition and problem management processes.
• Maintain and update the Known Error Database, ensuring visibility of workarounds and ongoing issues.
• Drive continuous improvement by analysing trends, engaging with stakeholders, and recommending practical enhancements.
• Collaborate with delivery, support, and governance teams to ensure service quality and readiness.

The Ideal Candidate:

The successful candidate will have solid experience in IT Service Management, with a particular focus on Service Transition and Problem Management. You’ll be comfortable working across both strategic and operational levels, with the ability to manage complex processes while also engaging stakeholders and contributing to service improvement initiatives. We are looking for someone with:

• Strong knowledge of ITIL practices, ideally with relevant certification.
• Experience leading service transitions, managing service acceptance, and supporting operational readiness.
• Demonstrated capability in Problem Management, including root cause analysis and proactive problem prevention.
• Familiarity with industry standards such as ISO9001, ISO20000, and ISO27001, and experience maintaining compliance.
• Ability to assess risk, manage governance processes, and ensure adherence to agreed quality standards.
• Strong analytical skills with the ability to interpret service data and implement improvements based on evidence.
• Good communication skills for working with technical teams, project managers, and senior stakeholders.
• Experience working with service design documentation and understanding operational support models.

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer. Our people bring our vision to life. So, if you are enthusiastic, motivated and committed to support others to fulfilling their potential, here at Turning Point, we don’t just offer you a job – we offer you a career.

What Benefits Will I Receive?

We know reward looks different to each person and so whether it’s ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package. You will get 33 days’ paid holiday a year, increasing with each year of service up to 35 days. Plus the option to buy additional holidays and spread the cost.