Service Transition Analyst

Job overview

The Service Transition Analyst is responsible for supporting the smooth introduction of new or changed IT services into the Trust’s live environment, with a strong focus on critical 999 IT services. This involves managing structured service transition work packages that ensure services are operationally ready, robust, and aligned with organisational needs.

The post holder will:

• Build and maintain strong relationships across teams, partners, and suppliers to support onboarding. Collaborate on service outcomes, readiness criteria, and Service Catalogue entries.
• Work with project teams and service owners to capture and deliver service design documents, handovers, and support models.
• Coordinate and validate service documentation, support materials, known errors, and FAQs.
• Support and validate Service Acceptance Criteria before go-live.
• Review change requests and liaise with CAB to assess, test, and approve transition-related changes.
• Facilitate project-to-support team handovers and ensure operational readiness.
• Evaluate third parties involved in transitions and assist in performance reviews.
• Support CSIP by identifying service transition improvement opportunities.
• Define/report transition metrics, risks, and improvements.

Main duties of the job

• Support planning, coordination, and execution of IT service transitions, minimising disruption to live operations.
• Ensure operational readiness by validating acceptance criteria, training, documentation, and support arrangements.
• Collaborate with PMs, Service Owners, and Tech Teams to agree on transition plans, milestones, and risks.
• Contribute to accurate Service Catalogue and CMDB records.
• Coordinate the creation/approval of Service Design & Transition docs, aligned to ITIL and Trust standards.
• Support CAB by analysing change impacts and dependencies; attend meetings as needed.
• Facilitate handovers from projects to support teams, ensuring readiness and awareness.
• Ensure all knowledge transfer and documentation is complete, accurate, and accessible.
• Create tools to evaluate and support new service processes.
• Monitor/report on transition performance, readiness, and outcomes.
• Identify and contribute to improvements in transition processes, tools, and templates.
• Ensure compliance with ITIL and internal policies.
• Liaise with suppliers and third parties to ensure they meet transition requirements.
• Escalate risks or delays to the IT Services Manager.
• Work with senior management to implement improvements, system developments, and metrics.

Detailed job description and main responsibilities

For further information about this role please see the attached job description and person specification.