IT Service Transition Lead

In this role, you will steer the transition of new and changed digital services into live operation with a focus on safety, efficiency, and long-term resilience. You will work across delivery, technical, and operational teams to embed structured transition methods and ensure readiness from day one. You’ll influence service design decisions and promote ITIL-aligned practices to deliver robust, supportable services that meet user and operational needs. This is a mission-driven opportunity to support UKHSA’s health security goals at scale, with a clear impact on service quality and risk management.

• hybrid working model
• flexible working opportunities
• core HQs with government department co-location
• on-site working commitment (60% on-site)
• salary range linked to grade
• inclusive culture

• Lead end-to-end service transition activities to meet entry/exit criteria.
• Embed ITIL-aligned transition processes (change, release, knowledge management).
• Ensure complete, approved service documentation prior to go-live (support models, runbooks, SLAs).
• Engage with programme teams, architects, operations, and suppliers.
• Translate technical requirements into business-ready outputs and influence decisions for maintainability.
• Validate and establish service readiness—monitoring, escalation, training of operational teams.
• Support early life support and transition to business-as-usual.
• Identify and manage risks, issues, and dependencies across transitions.
• Coordinate onboarding of services into ITSM platforms (e.g., ServiceNow) with clear ownership and performance expectations.

• ITIL qualification (or equivalent) with practical ITSM/Service Transition experience
• Proven experience leading service transition activities for digital or technology services
• Strong stakeholder engagement and communication skills, with ability to influence across technical and non-technical teams
• Experience producing and reviewing service design and transition documentation
• Proven ability to identify and manage risks, issues and dependencies
• Experience working with suppliers and ensuring delivery against SLAs and KPIs

• stakeholder engagement
• communication
• influencing
• ITIL
• ServiceNow or similar ITSM platforms
• change, release and knowledge management