Senior Service Design & Transition Analyst

Senior Service Design & Transition Analyst Job Description

The Service Design & Transition Analyst plays a key role in ensuring that new or changed technology services are designed, governed, transitioned, and accepted into live operations in a controlled and value-led way. Aligned to ITIL principles, the role supports the organisation’s Service Value System by helping teams co-create business value through services that are fit for purpose, fit for use, resilient, supportable, secure, and operationally ready.

The role works across the end-to-end service value chain, engaging early with project, product, architecture, security, operations, suppliers, and business stakeholders to define service outcomes, confirm readiness, manage transition risk, and enable continual improvement after go‑live.

• Collaborate with stakeholders to define end-to-end service designs that describe the service model, customer outcomes, service ownership, support model, performance measures, SLAs/OLAs, security, resilience, availability, capacity, continuity, and operational dependencies.
• Produce and maintain Service Design Packages and supporting artefacts that enable services to be delivered, supported, measured, and improved across the organisation and its supplier ecosystem.
• Ensure service designs are aligned to enterprise architecture, information security, data protection, supplier management, operational resilience, and business continuity requirements.
• Validate service designs against non-functional requirements, including availability, reliability, scalability, recoverability, monitoring, alerting, access, supportability, and maintainability.
• Define and document service dependencies, ownership, RACI, escalation routes, service acceptance criteria, reporting requirements, and integration points with ITSM practices.

• Lead or support the transition of new or changed services into live operations, ensuring transition activities are planned, governed, risk-assessed, and aligned to business and operational outcomes.
• Plan and coordinate transition activities, including operational readiness assessments, knowledge transfer, training, support documentation, runbooks, monitoring, access, resolver groups, and service reporting.
• Lead or facilitate Service Readiness Boards to confirm that operational teams, service owners, suppliers, support groups, and governance stakeholders are ready to accept and support the service.
• Facilitate Early Life Support, ensuring clear entry, exit, acceptance, hypercare, warranty, and lessons-learned criteria are defined and agreed.
• Conduct impact assessments and risk evaluations for service introduction, including operational, security, supplier, compliance, resilience, and customer impact considerations.
• Work closely with Change Enablement, Release Management, Deployment Management, Service Configuration Management, Incident Management, Problem Management, and Service Desk practices to support controlled and sustainable deployment.

• Apply ITIL guiding principles to support value co-creation, customer focus, collaboration, simplicity, iterative progress, and continual improvement.
• Support service governance by defining clear service ownership, decision points, acceptance criteria, responsibilities, controls, and audit-ready evidence for operational handover.
• Capture lessons learned from Service Readiness Boards, Early Life Support, incidents, operational feedback, and stakeholder reviews to identify continual improvement opportunities.
• Define or validate service measures, KPIs, dashboards, and reporting requirements to confirm whether the service is delivering the intended outcomes after go‑live.