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Senior Service Transition Manager
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Senior Service Transition Manager
The Senior Service Transition Manager is responsible for leading and overseeing the successful transition of IT services and solutions for a primary, high priority customer, may also provide transition leadership for other key customers or strategic initiatives as required.
The role ensures that all service transition activities, including planning, coordination, governance, testing, and deployment are executed to a consistently high standard, in line with OneAdvanced frameworks and operational expectations.
The role operates with enterprise accountability, applying the same transition standards, controls, and authority across assigned customers, ensuring seamless service handover, minimal disruption, and stable live services from day one.
Service Transition Leadership
- Act as the lead authority for service transition for a primary customer, with responsibility to support additional key customers or programmes where required.
- Oversee the full transition lifecycle from initiation through to operational acceptance.
- Develop and execute detailed transition plans, including timelines, dependencies, resource coordination, and risk mitigation.
- Ensure all operational readiness activities: testing, training, documentation, and support models are completed and validated prior to go-live.
Customer & Stakeholder Engagement
- Act as the senior transition authority for the primary customer and other assigned customers on all service transition matters.
- Be an integrated and trusted member of the customers governance and management forums, with a clear, credible voice at the table.
- Build strong working relationships while confidently challenging assumptions, risks, and unrealistic expectations.
- Manage escalations decisively during transition and Early Life Support, balancing customer needs with operational protection.
Transition Planning & Governance
- Ensure adherence to OneAdvanced Project Framework service transition policies.
- Monitor progress, report status, and manage changes in scope, priority, or risk during deployment.
- Apply ITIL and service management best practices pragmatically and consistently, regardless of customer pressure.
Risk & Issue Management
- Identify, assess, and manage service transition risks.
- Work closely with Project Managers and delivery leads to ensure risks are explicitly documented, owned, and accepted where appropriate.
- Proactively resolve issues to minimise impact on service quality, operational stability, and delivery commitments.
- Track, report, and drive resolution of incidents or challenges arising during transition and Early Life Support.
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Service Acceptance & Handover
- Own and enforce service acceptance criteria prior to handover into Operations.
- Act as the gatekeeper for live service acceptance, with authority to delay or reject transitions that do not meet readiness standards.
- Ensure effective knowledge transfer, support documentation, and operational enablement.
- Facilitate Early Life Support reviews to validate service performance and drive continuous improvement.
Cross-Functional Collaboration
- Collaborate with project management, operations, technical teams, suppliers, and partners to ensure aligned transitions.
- Lead regular governance and transition forums covering the primary customer and other assigned customers.
- Balance competing customer demands while maintaining consistent transition standards.
Performance Monitoring & Reporting
- Define and track KPIs related to service transition quality, risk, and readiness.
- Produce clear, evidence-based reporting for internal leadership and customer stakeholders.
- Provide insight into transition outcomes and post-transition service performance.
Requirements
- Experience: 8–10 years in IT Service Management or Service Transition, with at least 3–5 years in a senior or client-facing leadership role.
- Proven experience managing complex service transitions, including responsibility for more than one customer or initiative.
- ITIL and/or SIAM certification is a strong advantage.
- Strong leadership with the ability to challenge customers, sponsors, and delivery teams constructively.
- Deep understanding of ITIL and service transition best practices.
- Excellent stakeholder management across primary and secondary customer engagements.
- Strong analytical, problem-solving, and decision-making capability.
- Clear, authoritative communication with technical and non-technical audiences.
- Proven risk management and mitigation expertise.
- Ability to operate under pressure and manage multiple priorities.
- Strong attention to detail and commitment to service quality.
- Flexibility to travel to customer sites as required.
- Ability to work independently while operating as a trusted transition authority.
Wellbeing that means something
- 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
- Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
- 24/7 Employee Assistance Programme for confidential support
- Private medical insurance for everyone, no medical-history exclusions
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Financial Benefits That Have Your Back
- Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
- Income protection: up to 75% salary for 5 years if you ever need it
Grow your career with us
- SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
- Access to external training and apprenticeships
Making a Difference
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
- Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger
Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:
- ULEV car scheme with 1,000+ models
- Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
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