3379 - Service Transition Manager

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

Benefits

Alongside your salary of £37,111, Welsh Government contributes £10,751 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

The Use of Artificial Intelligence (AI)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our AI candidate guidance for more information on appropriate and inappropriate use.

Selection Process and Stages

Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.

The selection process and stages are:

Number of Stages:2 stage processStage 1Application FormStage 2Interview

DDaT Technical Assessment

Candidates who successfully demonstrate that they meet the minimum Criteria will be invited to interview.

You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 working days before your interview.

The technical scenario will be a presentation at interview assessing Technical 2: Continual Service Improvement: Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Paul Winter
• Email : ictservicecontrol@gov.wales

Recruitment team

• Email : sharedservicehelpdesk@gov.wales

Further information

Recruitment principles and complaints

We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission's recruitment principles on the Commission's website.

If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email complaints@gov.wales. Please ensure that you refer to the vacancy reference number.

If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: info@csc.gov.uk