Service Transition Manager - Welsh Government - HEO

Location

Wales

About the job

Job summary

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services. 

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens. 

For more information about the benefits of making a difference with us,  please see the Employee Benefits Pack.

Job description

Team Overview

The IT Service Transition Team ensures that new or changed IT services move smoothly from design/development into live operation without disrupting business processes. It acts as the bridge between Service Design and Service Operation, following ITIL (Information Technology Infrastructure Library) principles to minimise risk and maintain service quality.

Role

The Service Transition Manager will own the Service Transition process within the ITIL framework and is responsible for planning, coordinating, and controlling the transition of new or changed IT services into live operation. The role ensures that services meet agreed acceptance criteria and are delivered with minimal disruption to business operations.

As a member of the Service Transition Team, the Service Transition Manager will support and report to the Senior Service Transition Manager.

This post maps to the Service Readiness Analyst role/level in the DDaT Profession Capability framework.  Follow the link to understand the role and the required skills.

A Service Readiness Analyst tests the products and is accountable for application acceptance and checking whether security criteria have been met. At this level, you will flag any potential risks and escalate these to the Senior Service Transition Manager.

We are looking for people who are:

• Highly organised, with excellent planning and coordination skills to manage complex timelines and dependencies.
• Detail-oriented, ensuring accuracy in documentation, testing, and compliance with governance standards.
• Proactive with a strong drive to ensure smooth service transitions.
• Collaborative team players, willing to share knowledge and support colleagues across projects.
• Effective communicators, able to engage confidently with technical teams, stakeholders, and business users using clear and varied communication methods.
• Adaptable and resilient, comfortable working in a fast-paced environment and managing change effectively.
• Committed to continuous improvement, seeking opportunities to refine processes and enhance service delivery.

Person specification

Your main day to day responsibilities will include: 

• Working with the Senior Service Transition Manager to deliver new or changed services across the end-to-end support lifecycle, within specific timeframes.
• Ensuring appropriate lifecycle resourcing, training, tooling, support and documentation is in place with sign off from all stakeholders prior to transition into live service.
• Developing, agreeing and monitoring Service Acceptance Criteria and co-ordinating the Go/no Go process.
• Representing the Service Transition discipline at Project Meetings.
• Liaising with internal technical subject matter experts and business owners of key platforms and processes to ensure end to end Service requirements are met.
• Embedding the Service Transition stage within project teams, working closely with the Project Management Office.
• Coordinating the completing of Support Model templates alongside the Service Design stage, including the RACI matrices for support.
• Interfacing with third party suppliers where necessary for the introduction of new services, observing all relevant procurement rules.
• Capturing lessons learnt from delivered projects and identifying and implementing mitigating actions.
• Working with the Service Delivery Management and Technical Architect teams to define and document the support and governance model in line with the solution requirement.
• Occasionally perform other duties commensurate with the role, on request of your line manager.
• Make recommendations on go-live, early-life support and service.
• Ensure that the acceptance criteria are understood by the wider IT Teams.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• Service Management Framework Knowledge: You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Continual Service Improvement: Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions