Service Design & Transition Manager

TXP • TRAFFIC • Shropshire, Telford, United Kingdom • 1d ago

Service Design & Transition (SD&T) Manager

Contract Type: Inside IR35Start Date: 3rd NovemberClearance: SC Clearance (must already hold)Location: 2 days per week on-site in Telford (Central Government project)

We are seeking a Service Design & Transition (SD&T) Manager to play a key role in supporting the successful delivery of major Central Government projects. This role is central to ensuring that new services are designed, transitioned, and implemented effectively, with a strong focus on service assurance and operational readiness.

As part of the SD&T function, you will ensure that service components are delivered to the highest standard, guiding project teams throughout the delivery lifecycle - from initial development through to live service. You will proactively identify service risks, mitigate impacts on service provision, and confirm operational readiness is achieved before go-live.

You will also contribute to the wider SD&T community by sharing best practice, patterns, and standards, while supporting and coaching colleagues.

Key Responsibilities:

Develop support models and diagrams for components delivered by project teams.
Ensure Application and Technical Support teams are fully prepared and equipped to deliver the agreed support model.
Assess and address business and service readiness implications, ensuring risks are identified and mitigated.
Coordinate and manage your own SD&T tasks and activities.
Ensure the support model is fully tested, validated, and signed off prior to service go-live.
Act as a point of escalation for SD&T operational issues and risks.
Secure operational sign-off of SD&T artefacts at appropriate governance boards and technical reviews.
Facilitate the review and approval of support process testing across delivery teams.

Required Skills & Experience:

Previous Central Government project experience.
Strong interpersonal skills with the ability to lead, facilitate, and document meetings effectively.
Active listening and analytical skills to draw clear conclusions.
Experience in reporting project updates to senior stakeholders.
Familiarity with structured toolsets to support SD&T processes.
Confidence in discussing service principles, with the ability to manage associated risks.
Strong understanding of project and service processes, with the ability to design practical solutions.
Strong negotiation, influencing, and problem-solving skills.
Ability to work independently while maintaining alignment with wider teams.

Desirable Skills:

Previous experience in customer service delivery.
Risk management awareness.
Blend of project and service delivery experience.
Proficiency in Excel, PowerPoint, and other Microsoft Office tools.
Prior project delivery experience.

Qualifications:

ITIL4 Foundation (preferred). Training will be provided where required.
EM Foundation (advantageous).

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