Service Transition Manager 42,410-47,916 p.a. + benefits

We are currently looking for a Service Transition Manager to join our Technology and Service Operations Function within the Digital and Technology group.

This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU or 7/8 Wellington Place, Leeds, LS1 4AP.

Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.

We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly. Please discuss this with the recruiting manager before accepting an appointment.

This role attracts a Market Pay Supplement of up to 12,823 per annum, in recognition of the specialist skills required and current market rates. The supplement is reviewed annually and is non-pensionable.

Who are we?

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.

The Digital and Technology Group (DTG) lies at the heart of the Agency and is responsible for delivering an optimised IT infrastructure and maximising the secure use of data to enable our scientists, inspectors, and the rest of the organisation to deliver world class services which can improve outcomes for patients and the general public. The Group was essential in the race to approve COVID-19 vaccines in 2020 and in supporting the UK to set up its own medicines and devices approvals systems following our exit from the EU. The work we do matters! 

Its centre of excellence is also responsible for delivering a broad portfolio of change initiatives, both to transform the Agencys legacy technologies and to deliver innovative new solutions, designed around our customers needs. DTG works in a holistic way to combine digital and technology change, data and information management, project delivery, business process, product management and cultural change to maximise out impact and ensure sustainability. 

We plan to be at the heart of one of the most digitally advanced medical regulators in the world and we need people who can help us deliver that ambition. DTG is a great place to build your career, and we are committed to enabling our people to do the best work of their lives. 

Whats the role?

The Service Transition Manager plays a key role in ensuring new and changed services are safely and effectively transitioned into live operation, protecting service quality and operational stability. The role partners closely with project, technical, supplier, and operational teams to assess readiness, manage risks, and confirm services meet agreed acceptance criteria through go‑live and early life support. This is a critical role that combines governance, collaboration, and service focus to enable successful outcomes for users and the organisation.

Key responsibilities:

• Lead and manage service transition activities to ensure new and changed services meet agreed Service Acceptance Criteria and are ready for go‑live and early life support.
• Assess service readiness and fitness for purpose, working with multi-disciplinary teams to identify and manage risks, issues, and dependencies to support operational acceptance.
• Coordinate and collaborate with stakeholders including project teams, technical specialists, suppliers, and operational teams to ensure effective service handover.
• Protect service quality and user outcomes by ensuring operational requirements, documentation, and service management standards are embedded throughout the transition lifecycle.

Who are we looking for?

Our successful candidate will have:

• Strong service management knowledge, particularly ITIL, with the ability to apply service lifecycle principles to service transition activities.
• Proven experience assessing service readiness, including analysing risks, impacts, dependencies, and operational fitness of new or changed services.
• Ability to work collaboratively across teams, engaging effectively with project teams, technical specialists, suppliers, and operational colleagues.
• Excellent communication and organisational skills, with the capability to manage competing priorities, maintain issue ownership, and support effective handover into live service.
• A strong service and user focus, ensuring user needs, service quality, and operational requirements are considered throughout the transition lifecycle.

Method of assessment: A=Application, T=Test, I=Interview, P=Presentation

Behaviour Criteria:

• Making Effective Decisions (I)
• Managing a Quality Service (A, I)
• Communicating and Influencing (I)

Experience Criteria:

• Experience of demonstrating communication and strong interpersonal skills with the personal attributes to successfully engage with and maintain productive relationships with colleagues, users, stakeholders, and suppliers. Adaptable to changing business needs, conditions, and work responsibilities whilst maintaining quality of work (I)

Technical Criteria:

• Ideally you will hold a degree or qualifications in a computing discipline or business administration, and/or demonstrate substantial equivalent Service Transition experience (A)
• A working knowledge of ITIL V4 (A)

If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification!

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