UST
Service Delivery & Transition Manager (Project Manager II)
Leeds
Posted 1 day ago
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Role Description
Location: Leeds, W. Yorkshire (Hybrid - 3 days working from onsite - Mandatory)
Immediate start
Permanent/ Contract inside IR35/ Fixed term contract
Applicants legally authorized to work in the United Kingdom without the need for visa sponsorship preferred
Experience:
- 10+ years of experience in Service Delivery, Service Transition, Managed Services, IT Operations, or Customer Success leadership roles.
Key Responsibilities
- Lead the end-to-end transition of services from incumbent suppliers into a managed services operating model, ensuring a smooth and controlled handover.
- Develop and execute transition plans including onboarding, knowledge transfer, reverse knowledge transfer, service readiness assessments, and go-live activities.
- Act as the primary point of contact for service delivery, stakeholder management, governance, escalations, and customer satisfaction.
- Establish and govern service management processes covering Incident, Problem, Change, Request, Release, and Knowledge Management.
- Own service performance against agreed SLAs and KPIs, ensuring effective reporting, trend analysis, and improvement plans.
- Coordinate delivery across multiple teams and stakeholders to ensure seamless service execution and operational stability.
- Lead governance forums, operational reviews, steering committee meetings, and executive reporting.
- Manage service risks, issues, dependencies, and escalations, driving timely resolution and mitigation.
- Drive continuous service improvement initiatives through process optimisation, automation, operational excellence, and productivity improvements.
- Support resource planning, capacity management, budgeting, and service expansion initiatives.
- Ensure compliance with governance, security, audit, and operational standards.
- Build strong customer relationships and contribute to service transformation and roadmap discussions.
- Manage third-party suppliers and partners to ensure contractual obligations and service commitments are met.
- Promote a customer-centric culture focused on service quality, operational excellence, and business outcomes.
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Skillset
- Significant experience in IT Service Delivery, Managed Services, Service Transition, or Operations Management.
- Retail industry experience preferred
- Proven experience leading service transitions, onboarding programmes, and knowledge transfer initiatives within complex enterprise environments.
- Strong understanding of ITIL processes including Incident, Problem, Change, Release, Service Level, and Continual Service Improvement.
- Experience managing SLA and KPI-driven delivery models and governance frameworks.
- Strong stakeholder management skills, including engagement with senior business and technology leaders.
- Experience managing geographically distributed teams and third-party suppliers.
- Familiarity with Agile, DevOps, and modern service management practices.
- Strong commercial, financial, risk, and vendor management capabilities.
- Excellent communication, leadership, presentation, negotiation, and escalation management skills.
- Ability to balance operational delivery, customer expectations, and strategic objectives.
- Strong analytical and problem-solving skills with a focus on delivering measurable business outcomes.
- Experience in driving operational transformation, process improvement, and service optimisation programmes.
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Skills
- Service Level Management
- Service Delivery
- Budget Management
- Problem Management
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Skills
Service Delivery
Service Transition
Managed Services
IT Operations
Stakeholder Management
ITIL
SLA Management
KPI Management
Vendor Management
Governance
Incident Management
Problem Management
Change Management
Release Management
Knowledge Management
Continuous Service Improvement
Location