IT Service Transition Manager

Location: Edinburgh/Glasgow (Hybrid)Rate: £500 per day (via Umbrella Company)

We'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.

Service Transition Delivery

• Lead end-to-end service transition activities aligned to ITIL best practices.
• Develop Transition Plans, Readiness Checklists, and Post-Implementation Reviews.
• Ensure operational teams are trained, informed, and prepared to support new services.
• Coordinate Service Acceptance into BAU with defined criteria and sign-off.

Stakeholder & Project Engagement

• Act as primary interface across Projects, Architecture, Engineering, Security, and IT Operations.
• Provide expert guidance on readiness, support models, and transitional risks.
• Participate in governance forums, steering groups, and change boards.

Process Governance & Compliance

• Ensure adherence to organisational, regulatory, and ITSM governance standards.
• Drive continuous improvement of transition frameworks and processes.
• Identify risks, issues, and dependencies, ensuring effective mitigation.

ServiceNow & Documentation

• Use ServiceNow to manage Transition artefacts, Change records, CMDB updates, SLAs, and documentation.
• Ensure support models, knowledge articles, runbooks, SLAs/OLAs, and CMDB data are complete before go-live.

Essential

• Proven experience as an IT Service Transition Manager or similar ITIL-aligned role.
• Strong knowledge of ITIL v4 (Service Transition/Service Design).
• Hands-on experience with ServiceNow ITSM modules.
• Background in service introduction within regulated environments (ideally FS).
• Excellent stakeholder engagement and communication skills.
• Strong analytical, planning, and organisational capability.
• Experience working in complex, multi-supplier environments.

Desirable

• ITIL v4 Foundation or higher.
• Experience in Agile or DevOps environments.
• Awareness of financial-sector regulatory frameworks (PRA, FCA, DORA).
• Experience contributing to or managing Service Design Packages.

• Proactive, structured, and detail-focused.
• Strong communicator with a collaborative mindset.
• Able to balance governance with delivery pragmatism.
• Team-oriented, improvement-driven, and committed to service excellence.

Pontoon 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.

We 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.

Due 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.