Service Transition Manager- Telford

FDM is a global business and technology consultancy seeking an experienced Service Transition Manager to support a Systems Integrator/ Consultancy client delivering large-scale programmes for a Public Sector end client. This role sits across complex portfolios and is critical in ensuring the safe, controlled transition of new and changed services into live operation. This is initially a 6 month contract with very good prospects to extend and will be a hybrid role based in Telford.

The successful candidate will take ownership of end-to-end service transition, including operational readiness, release-to-live and cutover planning, and early life support. You will work across multiple delivery teams and suppliers, ensuring services are fully prepared for BAU and meet all operational, governance, and quality standards prior to go-live.

This role is suited to experienced professionals who are confident operating in complex, multi-supplier environments and who can drive structured transition approaches while managing risk, stakeholders, and operational outcomes.

Responsibilities:

• Owning and delivering end-to-end service transition plans across multiple workstreams, including readiness checkpoints and release-to-live / cutover strategies
• Defining, agreeing, and tracking Go Live criteria (minimum and desirable), including Operational Acceptance and Service Readiness Assessments
• Ensuring all services meet non-functional requirements (NFRs), service maturity expectations, and operational standards prior to go-live
• Designing and assuring sustainable BAU support models (including RACI, escalation paths, incident/problem/change processes, monitoring, MI, and reporting)
• Coordinating change management, release planning, and stakeholder communications, including CAB engagement and governance processes
• Managing risks, issues, dependencies, and contingency plans, with a proactive focus on mitigating operational risk during transition and release phases
• Leading or supporting incident and major incident management during key releases and early life support (hypercare)
• Producing and presenting reporting and dashboards on transition readiness, live service performance, and overall progress to senior stakeholders
• Collaborating with service owners, delivery teams, operations, and third parties to ensure clear ownership and accountability of services post-transition
• Assuring testing readiness and confirming release quality, including sign-off of end-to-end testing strategies and defect thresholds

• Proven experience in Service Transition / Service Management, aligned to ITIL (v3 or v4) and strong operational governance practices
• Demonstrated experience delivering transitions across complex programmes, portfolios, and multi-supplier environments
• Strong end-to-end operational readiness capability, including OAT, readiness packs, NFR validation, support model design, and early life support planning
• Excellent stakeholder management skills, with the ability to engage and influence both technical and non-technical senior stakeholders
• Strong planning and coordination capability across multiple workstreams, including release, change, testing, and operations
• Solid experience managing risks, issues, and dependencies using structured and evidence-based approaches
• Experience producing high-quality governance and reporting artefacts (e.g. RAID logs, dashboards, readiness assessments, and sign-off documentation)
• Excellent communication, organisation, and delivery-focused mindset

Nice to Have

• Experience supporting or leading major incident management during releases or hypercare phases
• Background working within a Systems Integrator, consultancy, or large-scale outsourced environment
• Exposure to public sector or regulated environments
• ITIL certification or equivalent service management qualifications

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. 

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave and work-place pension