M Group
Service Design and Transition Lead
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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?
Reporting to the Head of Service Governance & Improvement, the Service Design & Transition Lead will be responsible for ensuring new and changed technology services are designed, governed and transitioned into live operation in a controlled and effective manner. Acting as the key link between project delivery and operational teams, you'll embed service design and transition activities throughout the change lifecycle, ensuring services are supportable, resilient and ready for day one operation.
- Play a key role in ensuring new and enhanced technology services are designed, tested and transitioned into live operation safely and effectively.
- Help embed Service Design and Transition best practices throughout the delivery lifecycle, ensuring services are ready to deliver value from day one.
- Work closely with project managers, architects, platform teams, service partners and operational teams, acting as the bridge between project delivery and live service operations, ensuring support requirements and operational readiness are built into every change.
- Lead operational readiness reviews, service acceptance activities and transition planning, coordinating stakeholders across multiple projects to deliver smooth, controlled and successful go-live outcomes.
- Develop support models, readiness plans and service documentation while identifying and managing operational risks, issues and dependencies. Your work will help create resilient, supportable services that align with business needs and operational standards.
- As a trusted Service Design and Transition specialist, provide expert guidance to stakeholders, challenge delivery plans where risks have not been addressed, and ensure service impacts and readiness status are communicated clearly and effectively.
- Contribute to the development of a consistent and scalable Service Design and Transition capability across M Group. By driving governance, continuous improvement and service management standards, help enhance service quality, reduce operational risk and support the organisation's wider transformation goals.
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What you'll bring
Essential
- Proven experience in Service Design, Service Transition, Service Management or ITSM within a complex enterprise environment.
- Experience supporting technology projects through service design, operational readiness and transition into live service.
- Strong understanding of service lifecycle management, operational acceptance and service management frameworks such as ITIL.
- Ability to identify and manage operational risks, coordinate multiple stakeholders and drive successful service transitions.
- Excellent stakeholder management, communication and influencing skills, with the ability to translate technical concepts into business outcomes.
- Strong planning, organisation and prioritisation skills, with a proactive approach to problem solving and continuous improvement.
- Experience working within outsourced or managed service environments.
Desirable
- ITIL Foundation certification or higher.
- Experience supporting large-scale technology transformation programmes.
- Knowledge of PMO governance and project delivery methodologies.
- Understanding of service resilience, availability management and service continuity.
- Experience with ServiceNow or similar enterprise service management platforms.
- Project management qualifications such as PRINCE2, Agile or MSP.
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
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In addition, this role offers;
- Company car or car allowance and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Private health care and health care cash plan for you and your family
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend - get rewarded for introducing people to us!
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.
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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