IT Service Transition Manager

In this role you will lead the end-to-end Service Design and Transition for projects, coordinating design, transition activities and governance to deliver live IT services. You’ll collaborate with product, service owners and external suppliers to define service definitions, underpinnings and support models, while applying best-practice methodologies to manage risk, quality and timelines. You will oversee cross-functional delivery, ensure alignment with the operating model, and drive continuous improvement to enhance cost, quality and customer satisfaction. This is a Manchester-based opportunity to shape service transitions at Freshfields Global Centre and enable high-quality, efficient legal

• Shape governance for the Service Design and Transition framework
• Contribute to continuous improvement plan with formal delivery targets
• Collaborate with stakeholders to define IT services and outcomes
• Produce Service Design Packages detailing service definition, support model, and staffing
• Work with architects, product owners and engineers to implement changes
• Deliver Service Transition activities following best-practice methods (risk, governance, QA)
• Interface with 3rd party suppliers on agreement, planning and quality
• Create detailed Service Transition plans addressing risks, issues and dependencies
• Escalate resource, support, milestones and planning issues per process
• Ensure milestones and invoices align with deliverables and timescales
• Map Service Design to operating model and identify gaps
• Deliver services within time, budget and quality constraints
• Monitor progress, resolve issues and implement corrective actions
• Produce required documentation for project delivery and support models
• Review outcomes to drive cost, quality and customer satisfaction improvements
• Own end-to-end delivery of Service Design and Transition activities
• Ensure warranty and early-life management for Live Service

• Forward thinking Service Management professional
• Process improvement skills
• Experience with Customer Insight practices (Voice of the Customer)
• Ability to develop insights from diverse data sources
• Evidence-based recommendations
• Excellent analytical, problem solving and influencing skills
• Major Incident Management experience
• Experience in supplier/service reviews with external vendors
• Strong ITIL experience (Foundation level minimum) and service management understanding
• Structured thinking, collaboration, accountability and customer focus
• Ability to translate analysis into insights and communicate to non-technical audiences
• Experience with ITSM toolsets (ideally ServiceNow)
• Knowledge of service management lifecycle and automation approaches
• Proven matrix management skills
• Dynamic task management, ability to present at all levels
• Involvement of stakeholders across change management with sign-off
• Excellent written and verbal communication
• Empathetic customer perspective
• Ability to influence beyond own area and foster collaboration
• Ability to generate solutions from complex problems
• Excellent facilitation
• Sound commercial acumen
• Decisive and calm under crisis

• Collaborative and professional
• Customer-excellence mindset
• Strong communication (written and verbal)
• ITIL (Foundation)
• ServiceNow (ITSM tool)
• Service Management lifecycle