IT Service Transition Manager
29 days ago
Edinburgh
Job Title: IT Service Transition Manager\n\nLocation: Edinburgh/Glasgow (Hybrid)\n Rate: £500 per day (via Umbrella Company)\n\nRole Overview\n\nWe're seeking an experienced IT Service Transition Manager to support the introduction of new and changed services into BAU within a regulated financial services environment. You'll work across multi‑disciplinary teams to ensure operational readiness, governance alignment, and seamless service handover.\n\nKey Responsibilities\n\nService Transition Delivery\n\nLead end‑to‑end service transition activities aligned to ITIL best practices.\nDevelop Transition Plans, Readiness Checklists, and Post‑Implementation Reviews.\nEnsure operational teams are trained, informed, and prepared to support new services.\nCoordinate Service Acceptance into BAU with defined criteria and sign‑off.Stakeholder & Project Engagement\n\nAct as primary interface across Projects, Architecture, Engineering, Security, and IT Operations.\nProvide expert guidance on readiness, support models, and transitional risks.\nParticipate in governance forums, steering groups, and change boards.Process Governance & Compliance\n\nEnsure adherence to organisational, regulatory, and ITSM governance standards.\nDrive continuous improvement of transition frameworks and processes.\nIdentify risks, issues, and dependencies, ensuring effective mitigation.ServiceNow & Documentation\n\nUse ServiceNow to manage Transition artefacts, Change records, CMDB updates, SLAs, and documentation.\nEnsure support models, knowledge articles, runbooks, SLAs/OLAs, and CMDB data are complete before go‑live.\n\nSkills & Experience\n\nEssential\n\nProven experience as an IT Service Transition Manager or similar ITIL‑aligned role.\nStrong knowledge of ITIL v4 (Service Transition/Service Design).\nHands‑on experience with ServiceNow ITSM modules.\nBackground in service introduction within regulated environments (ideally FS).\nExcellent stakeholder engagement and communication skills.\nStrong analytical, planning, and organisational capability.\nExperience working in complex, multi‑supplier environments.Desirable\n\nITIL v4 Foundation or higher.\nExperience in Agile or DevOps environments.\nAwareness of financial‑sector regulatory frameworks (PRA, FCA, DORA).\nExperience contributing to or managing Service Design Packages.\n\nPersonal Attributes\n\nProactive, structured, and detail‑focused.\nStrong communicator with a collaborative mindset.\nAble to balance governance with delivery pragmatism.\nTeam‑oriented, improvement‑driven, and committed to service excellence.\n\nPontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.\n\nWe use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.\n\nDue to the high volume of applications we receive, we are unable to respond to everyone individually. If you do not hear from us within 48 hours of applying, please assume that your application has been unsuccessful on this occasion