Service Transition Manager

About Us:

Solirius Reply, part of theReply Group, is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery.

We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs. By combining deep technical expertise with people-centred design, we create solutions that deliver meaningful, lasting impact.

Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users. This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors.

Past and present clients include the Ministry of Justice, Department for Education, Ministry of Housing, Communities and Local Government, UEFA, International Olympic Committee, and Mercedes-Benz. Our services span the full digital delivery lifecycle, including architecture, engineering, delivery management, user-centred design, business analysis, data, DevOps, and AI.

We operate as a collaborative and inclusive organisation that empowers our people to take ownership, innovate, and develop their expertise. As an equal opportunities employer, we are committed to encouraging equality, diversity, and social mobility, while creating opportunities for our teams to work on meaningful projects that deliver lasting impact.

About You:

You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you’re comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.

The Role:

The IT Service Transition Manager ensures that new or updated IT services are moved seamlessly into live operational environments, without disrupting business activities.

Acting as the bridge between Project Delivery, Software Development and Service Operations, the role governs release readiness, operational handovers and service validation across the organisation.

Responsibilities

• Transition Governance & Planning: Define, maintain and enforce the Service Transition framework, gate criteria and readiness checklists across all project lifecycles.
• Operational Readiness & Handover: Partner with project managers, development teams and 3rd-party vendors to ensure complete handover packages (SOPs, KB articles, runbooks, monitoring rules and escalation paths).
• Release & Deployment Management: Coordinate deployment schedules, post-implementation reviews (PIR) and early-life support (ELS) periods to minimise risk during production go-lives.
• Knowledge & Asset Management: Ensure service management databases (CMDB), configuration items and support documentation are accurate before sign-off.
• Stakeholder & Vendor Management: Facilitate operational sign-offs across Service Desk, Infrastructure, Cybersecurity and Business Units.

Requirements

• 5+ years in IT Service Management, with at least 3 years specifically in Service Transition, Release Management or Project Handover.
• Strong cross-functional facilitation, risk management, conflict resolution and communication skills.
• Experience managing service transition from development into live support environments.
• Knowledge of acceptance into service processes and service readiness criteria.
• ITIL 4 Foundation required, ITIL Managing Professional (ITIL v3 Service Transition) highly preferred.
• Experience communicating with stakeholders, working to client-defined governance, and coordinating cross-functional teams across delivery, support, and operations.
• Proficiency with enterprise ITSM tooling (ServiceNow, Jira Service Management, Halo) and knowledge of CI/CD pipeline deployments.
• Experience working with Service Owners.
• Experience with ServiceNow.
• Experience with JIRA.

Benefits

• Competitive Salary
• Bonus Scheme
• Private Healthcare Insurance
• 25 Days Annual Leave + Bank Holidays
• Up to 10 days allocated for development training per year
• Enhanced Parental Leave
• Paid Fertility Leave (5 Days)
• Statutory & Contributory Pension
• EAP with Help@Hand
• Gym Membership Benefits
• Cycle to Work and Electric Vehicle schemes
• Flexible Working
• Annual Away Days/Company Socials.

Diversity and Inclusion

As an equal opportunities employer, we are committed to creating a work environment that supports, celebrates, encourages and respects all individuals, where all processes are based on merit, competence and business needs.

Encouraging high social mobility is really important to us. We foster an inclusive culture by welcoming different perspectives, enabling equitable opportunities and promoting open dialogue. This commitment is reflected in initiatives such as our gender diversity group and our focus on mental health and wellbeing. Whatever stage you are at, you will find an environment where you can thrive.

Should you require further assistance or require any reasonable adjustments to be put in place to better support your application process, please do not hesitate to raise this with us.

As a Disability Confident employer, we are committed to ensuring our recruitment process is accessible and inclusive, enabling all candidates to demonstrate their skills, experience and potential.