IT Service Design and Transition Manager

IT Service Design and Transition Manager Role overview

The IT Service Design and Transformation Lead is responsible for designing, improving, and transforming IT services across a global enterprise to ensure alignment with business objectives and exceptional user experience. This role ensures that services are fit for purpose, cost‑effective, and adhere to ITIL best practices. It involves working closely with global stakeholders, including IT Business Relationship Managers (BRMs), regional IT teams, and third‑party vendors, to define service requirements, design processes, and implement changes that drive efficiency and innovation across all geographies.

• Creating global service models, SLAs, OLAs, and support processes that meet diverse regional needs.
• Leading global programs to standardise and optimise IT services, leveraging automation and best practices.
• Act as a trusted advisor to BRMs and business leaders, ensuring IT services support business growth and transformation objectives.
• Provide clear, timely updates to global stakeholders on service design progress, risks, and benefits.
• Ensure global services adhere to ITIL, security, and regulatory standards across all jurisdictions.
• Develop and maintain global knowledge articles and documentation to support service adoption and operational excellence.

• Strong experience in IT Service Management, Service Design, or Transformation roles within a global organisation.
• Proven experience in designing and implementing IT services across multiple regions.
• Strong track record of stakeholder engagement, including collaboration with BRMs and senior business leaders.
• Experience managing global transformation projects and working with distributed teams.
• ITIL v4 Foundation (essential); ITIL Service Design or Managing Professional (desirable).
• Project Management certification (PRINCE2, PMP) desirable.
• Degree in Information Technology, Computer Science, or related field desirable.

• Strong understanding of ITIL Service Design principles and frameworks.
• Familiarity with ITSM tools (e.g., Service Now) and global service catalog management.
• Knowledge of enterprise architecture and integration concepts.
• Ability to build strong relationships with BRMs, regional IT teams, and business leaders.
• Design efficient services that meet global and local requirements.
• Deliver clear, concise updates to diverse audiences across multiple time zones.
• Work effectively with global teams and third‑party vendors.
• Strategic thinking with attention to detail.
• Adaptability to changing technologies and business needs.
• Continuous improvement mindset and proactive approach.
• Uphold Company Core Values at all times.

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts’ portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender‑neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse,…