Service Transition Manager

About the Role

FDM is seeking an experienced Service Transition Manager to ensure new and changed technology services are introduced into production in a controlled, supportable, and operationally ready manner.

Reporting to the Head of Service Transition, you will play a critical role in bridging the gap between project delivery teams and operational support functions. You will work across projects, programmes, and service changes to ensure operational readiness, minimise risk, and support the successful transition of services into live environments.

This role is ideal for someone with a strong IT Service Management background who is passionate about service quality, operational excellence, and delivering positive customer outcomes.

Key Responsibilities

Service Transition & Operational Readiness

• Manage the end-to-end transition of projects, programmes, and service changes into live operation.
• Define, maintain, and apply Service Acceptance Criteria (SAC), operational readiness requirements, and transition checklists.
• Facilitate operational readiness reviews, go-live assessments, and service introduction governance activities.
• Ensure all transition activities are completed before production deployment.

Risk Management & Governance

• Identify, assess, manage, and escalate service transition risks, issues, and dependencies.
• Ensure operational risks are understood and mitigated before service go-live.
• Maintain accurate transition reporting, governance updates, and stakeholder communications.
• Support a globally consistent Service Transition framework aligned with ITIL best practices.

Stakeholder Management

• Engage project teams early in the delivery lifecycle to embed operational requirements and support considerations.
• Coordinate service owners, engineering teams, support functions, and business stakeholders throughout the transition process.
• Influence decision-making and drive accountability across multiple teams without direct authority.
• Provide clear communication and status reporting to both technical and non-technical stakeholders.

Service Quality & Continuous Improvement

• Ensure support documentation, support models, monitoring, training, knowledge transfer, and ownership arrangements are completed.
• Work closely with Change Management, Incident Management, Problem Management, Service Desk, NOC, Infrastructure, and Application Support teams.
• Identify opportunities to improve Service Transition processes, governance, controls, and tooling.
• Promote a culture of service excellence, operational resilience, and customer focus.