M Group
Service Design and Transition Analyst
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About Us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine.
Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
As an organisation, there is little we don’t do and plenty to get involved in. Our Group Support roles are vital in making sure we can help over 11,000 people deliver essential infrastructure seamlessly across water, energy, transport and telecom.
What will you be doing?
You’ll support the Service Design and Transition team by helping shape supportable services, gather the right operational information and track readiness through delivery.
- Working with project teams, platform teams, service operations, managed service partners and change/release colleagues, you’ll help make sure new and changed services are understood, documented and ready to support from day one.
- Your work will help reduce operational risk, improve colleague experience and build consistent service design and transition practices across M Group.
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Support the design, readiness and transition of new and changed technology services into live operation, helping to ensure services are supportable, resilient and ready for a successful go-live.
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You'll work across projects, service teams and delivery partners to embed Service Design and Transition activities throughout the change lifecycle.
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Work closely with project managers, service owners, platform teams and managed service partners to gather service requirements, maintain readiness plans and coordinate service acceptance activities.
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You'll help ensure operational requirements are considered early and readiness is clearly understood before deployment.
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Play a key role in coordinating transition activities, including knowledge transfer, support handovers, training completion and operational acceptance evidence.
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You'll help drive smooth transitions into BAU support while ensuring risks, dependencies and actions are tracked and managed effectively.
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Build strong relationships with stakeholders across technology and the business, providing clear updates on service readiness, operational risks and next steps.
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You'll help translate technical information into practical operational requirements and challenge gaps constructively where support needs have not been fully addressed.
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Contribute to the development of consistent Service Design and Transition practices across M Group by maintaining accurate documentation, applying governance standards, capturing lessons learned and identifying opportunities to improve service quality, operational effectiveness and the overall transition experience.
Essential
What you'll bring
- Experience in Service Design, Service Transition, Service Management, ITSM or a technology delivery support role.
- Good understanding of service lifecycle management, operational readiness, support models and service acceptance processes.
- Experience maintaining service documentation, trackers, handover materials and governance records.
- Ability to identify and manage risks, issues, dependencies and actions within structured delivery environments.
- Strong stakeholder management and communication skills, with the confidence to work across technical and operational teams.
- Highly organised with excellent attention to detail, prioritisation skills and a proactive approach to problem solving.
- Awareness of ITIL principles and experience working with outsourced or managed service providers.
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Desirable
- ITIL Foundation certification or working towards accreditation.
- Experience supporting technology transformation or business change programmes.
- Knowledge of PMO governance, project delivery methodologies and service resilience practices.
- Experience with ServiceNow or other enterprise service management platforms.
- Awareness of Agile, PRINCE2 or similar delivery frameworks.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include:
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers;
- Private health care and health care cash plan for you
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend - get rewarded for introducing people to us!
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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