Service Design & Transition Lead

at  Currys

SERVICE DESIGN & TRANSITION LEAD

Currys London Campus at Waterloo (LHO002)
Fixed Term Contract
Full Time
Grade 4
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
As the Service Design and Transition Lead at Currys, you will be responsible for overseeing the design, transition, and operational readiness of IT services. Your role will involve governing the project lifecycle to ensure a successful handover from project delivery into Operations. You will foster collaboration across departments and advocate for continuous improvement and strategic alignment in service design, with a focus on areas such as cloud and automation.
Your main duties and responsibilities will include developing and implementing a Service Design and Transition Plan, managing relationships with stakeholders, overseeing operational and financial aspects, providing training and documentation, driving continuous process enhancements, fostering cross-functional collaboration, coordinating Early Life Support, and making key decisions on service design and transition strategies.

REQUIRED SKILLS & EXPERIENCE:

• Strong background in IT Service Management, including comprehensive knowledge of various service management processes and operational modalities, ensuring operational effectiveness and strategic alignment
• Demonstrated experience in leading service design and transition within Agile frameworks and integrating services into a DevOps operating model, highlighting adaptability and innovation
• Skilled in managing relationships with diverse stakeholders and multiple vendors, fostering a collaborative environment and cultivating strategic partnerships for mutual success
• Ability to oversee a diverse project portfolio, understanding different project delivery methodologies (Agile and Waterfall) and to act as an enabler for the smooth delivery and transition of Services into Live Service
• Well-versed in key technologies, particularly cloud services and DevOps practices, along with proficiency in essential tools like ServiceNow, SharePoint, Excel, and Jira
• Committed to exceptional customer service, demonstrating a proactive approach to exceeding customer expectations while driving results and operational excellence
• Innovative problem-solver with a pragmatic approach, capable of navigating complex challenges, adapting to change, and influencing outcomes without direct authority
• 3+ years IT Service Management, with proven experience of Service Design and Transition
• ITILv4 Foundation
• ITILv3 qualification in Service Strategy, Service Design or Service Transition
• Degree level education in a computing related subject or equivalent professional experience

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• 25 days of annual leave (plus bank holiday entitlement)
• Private Medical Insurance
• Life Assurance
• Hybrid working

• Develop and implement a Service Design and Transition Plan aligned with strategic objectives and Project Delivery Plans, ensuring service readiness and effective transition outcomes
• Craft and confirm effective support models that precisely delineate and manage a multi-partner and platform technology ecosystem
• Ensure that solutions comply with observability standards, facilitating prompt and proactive/predictive reactions to possible service outages and performance degradation
• Oversee the integration of Non-Functional Requirements from inception, manage the transition of Run Costs to budget holders, and ensure operational sustainability beyond project lifecycles
• Equip operational teams with necessary service training and runbooks, and produce high-quality service design, transition documents, and a comprehensive Supplier Handbook
• Advocate the Service Assurance framework, drive continuous process enhancements, and represent service readiness in the Service Assurance Board
• Foster a collaborative culture, drive early engagement and integrate Service Management principles into solution architectures for operational excellence
• Coordinate Early Life Support, ensuring critical go-live support, and manage the agreement and communication of Service Acceptance Criteria with project and service delivery stakeholders
• Make key decisions on service design and transition strategies, accountable for addressing misalignments with the Service Assurance framework, and escalate critical issues to senior stakeholders