Service Design & Transition Manager

Service Design & Transition (SD&T) Manager

Contract Type: Inside IR35
Start Date: 3rd November
Clearance: 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.

• 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.

• 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.

• 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.

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

• EM Foundation (advantageous).