Service Management & Transition Manager

Role Purpose

The Service Management & Transition Manager is responsible for owning IT service management processes and service transition, ensuring that new or changed services are introduced into live operations in a controlled, supportable, and low-risk manner. 

This role acts as the bridge between projects, technical delivery teams, suppliers, and BAU operations, protecting service stability while enabling change. 

 
The role has authority to define readiness standards and block go-live where services are not operationally ready. 

Key Accountabilities

• Own ITSM processes: incident, problem, change, release, and service transition 

• Ensure new services are operationally ready before go-live (support models, documentation, SLAs) 

• Act as bridge between projects, infrastructure, EUS, and service operations 

• Prevent incomplete or high-risk handovers from projects into BAU 

• Lead CAB and change governance 

• Ensure changes are risk-assessed, approved, scheduled, and communicated effectively 

• Reduce failed changes, emergency changes, and unplanned outages 

• Support major incident management and post-incident reviews 

• Ensure root cause analysis and corrective actions are completed 

• Define and track service KPIs (e.g. change success rate, incident trends, MTTR) 

• Drive continual service improvement (CSI) initiatives based on service data 

• Manage ITSM tools and reporting 

• Ensure suppliers align with service management standards 

• Own the end-to-end service transition lifecycle for new and changed services 

• Define and enforce go-live readiness criteria 

• Ensure services are fully documented, supported, and operationally ready before release 

Qualifications, Experience, Knowledge & Skills

• Bachelor’s degree in IT, Information Systems or related field. 

• 5+ years experience in Service Management and Service Transition background 

• ITIL 4 Managing Professional (MP) – highly desirable 

• ITIL 4 Foundation – essential 

• Experience transitioning services from project to BAU 

• Excellent stakeholder management and communication skills 

• Comfortable enforcing governance without slowing delivery 
• Experience working with managed service providers and large-scale technology vendors 
• Proven experience in IT service management and service transition 

• Strong understanding of ITIL-based ITSM processes 

• Experience working in multi-supplier or complex environments 

• Confident stakeholder management and decision-making skills 

• Comfortable balancing delivery speed with service stability