Amazon
Service Transition Lead, AWS ProServe UKGI
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Service Transition Lead
The Service Transition Lead is responsible for ensuring the controlled and structured transition of services from project delivery into the Run & Operate (R&O) steady-state operating model for the HMRC DCE programme. This role acts as the bridge between delivery workstreams and the operational support function, ensuring that all services are fully documented, tested, and accepted before entering live service.
Key Job Responsibilities
As an experienced Service Transition Leader, you will be responsible for:
- Own and drive the end-to-end service transition process for all workloads migrating from the legacy HMRC data centre environment into the target AWS platform.
- Develop and maintain the Service Transition Plan, ensuring alignment with programme milestones, Day 1 R&O readiness dates, and contractual obligations.
- Define and manage service acceptance criteria in collaboration with the R&O Lead, ensuring all services meet operational readiness standards before go-live.
- Establish and chair AWS Service Transition Review Boards to formally assess and approve the handover of services from delivery into R&O.
- Ensure all required operational documentation is produced to the agreed
standard, including but not limited to:
- Runbooks and standard operating procedures (SOPs)
- Architecture and configuration documentation
- Monitoring and alerting configurations
- Incident, problem, and change management processes
- Disaster recovery and business continuity plans
- Support models and escalation paths
- Work with delivery workstream leads to identify transition risks, dependencies, and issues, and manage these through to resolution.
- Coordinate Early Life Support (ELS) periods for each transitioned service, defining entry and exit criteria and ensuring appropriate support coverage.
- Ensure knowledge transfer from project delivery teams to the R&O support team is completed effectively and evidenced.
- Maintain a service catalogue and configuration management database (CMDB) entries for all transitioned services.
- Provide regular transition status reporting to the R&O Lead and wider programme governance, including readiness dashboards and risk registers.
- Interface with HMRC stakeholders to ensure customer acceptance of transitioned services and alignment with their operational expectations.
- Support the development and continuous improvement of the R&O operating model as new services are brought into scope.
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Eligibility
Be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels
Basic Qualifications
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Demonstrable experience in a Service Transition Lead or similar role within large-scale IT transformation or data centre exit programmes.
- Strong understanding of ITIL service management frameworks, particularly Service Transition, Service Operation, and Continual Service Improvement.
- Experience working within an AWS or public cloud environment, with a practical understanding of cloud-native operations and tooling.
- Experience operating in a prime contractor model, ideally within UK public sector or government programmes.
- Strong documentation and governance skills, with the ability to define and enforce quality standards for operational handover artefacts.
- Excellent communication and facilitation skills, with the ability to lead review boards and drive decisions.
- Experience with service acceptance testing and operational readiness assessments.
- Familiarity with programme and project management methodologies (e.g., Agile, PRINCE2).
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Preferred Qualifications
- Cloud certification like AWS Cloud Practitioner or AWS Solutions Architect - Associate
- ITIL 4 Foundation or higher certification.
- Experience with HMRC or other UK government department programmes.
- Knowledge of security and compliance requirements relevant to UK public sector (e.g., SC clearance environment).
- Experience with infrastructure-as-code, CI/CD pipelines, and DevOps practices in an operational context.
- Familiarity with ServiceNow, Jira, or equivalent ITSM and project tracking tooling.
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