Service Delivery/Transition Manager- Edinburgh or Bristol

Working into the Head of Service Transition, the role provides hands-on service transition governance across projects, programmes and service changes, ensuring that support requirements, operational risks, service management processes and service acceptance criteria are addressed before go-live. The role acts as a bridge between delivery and operations, helping project and technical teams achieve delivery outcomes while protecting service stability, customer experience and operational resilience.

Responsibilities: 

• Ensure new and changed services meet agreed operational readiness and service acceptance criteria.
• Minimise operational risk associated with service introductions and major changes.
• Support a globally consistent Service Transition framework aligned to ITIL best practice.
• Promote service quality, supportability and customer-focused operational outcomes.
• Enable delivery teams to transition services into live support with clear ownership, documentation, monitoring and support models in place.
•  Manage the end-to-end transition of assigned projects, programmes and service changes into live operation.
• Define, maintain and apply Service Acceptance Criteria, operational readiness requirements and transition checklists.
• Engage delivery teams early in the lifecycle to ensure support requirements, risks and operational dependencies are understood and embedded.
• Facilitate operational readiness reviews, service introduction governance and go-live assessments.
• Coordinate service owners, support teams and technical teams to ensure transition activities are completed before go-live.
• Identify, document, manage and escalate service transition risks, issues and gaps.
• Ensure support documentation, monitoring, training, knowledge transfer, service models and ownership arrangements are completed.
• Work closely with Change Management, Incident Management, Problem Management, Service Desk, Site Support, NOC, engineering and application teams to ensure lifecycle alignment.
• Maintain accurate transition reporting, governance updates and stakeholder communications.
• Contribute to continual improvement of Service Transition processes, governance and tooling.

• 3-5+ years experience working within Service Transition, Service Delivery, Change Management or related IT Service Management disciplines.
• Experience contributing to service transition process improvement or framework development.
• Experience supporting the transition of projects, applications, infrastructure or technology services into production environments.
• Strong understanding of ITIL principles and service lifecycle management.
• Experience conducting operational readiness reviews, service acceptance reviews or service introduction governance.
• Strong risk management, governance and issue escalation capabilities.
• Excellent stakeholder engagement and relationship management skills.
• Strong written and verbal communication skills, including clear reporting and presentation of transition status.
• Experience working across multiple technical teams, operational teams and business functions.
• Ability to influence outcomes without direct authority.
• Strong organisational and planning skills, with the ability to manage multiple concurrent transitions.
• Passionate about service excellence, operational quality and good customer outcomes.

Preferred

• ITIL Foundation or higher qualification.
• Experience operating in financial services or another highly regulated environment.
• Experience with ServiceNow or comparable ITSM tooling.
• Experience supporting global delivery and operational teams.

• 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