IT Service Design & Transition Manager (IT/OT)
Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.
We are seeking an experienced IT Service Design & Transition Manager to lead the design, integration, and transition of new and changed services into operational support, on IT and OT environments and large-scale programme delivery.
- Develop and maintain service design packages, support models, SLAs/OLAs, and process maps for new or changed services.
- Drives the maturation of service management processes, ensuring they evolve in line with programme needs, governance requirements, and industry best practice.
- Ensure all service requirements—including security, resilience, monitoring, supportability, and regulatory obligations—are fully captured and embedded.
- Align designs with organisational architecture, technical roadmaps, and wider programme outcomes.
- Lead the full service transition lifecycle for major IT and OT programmes—covering planning, readiness assessments, testing, and acceptance into BAU.
- Ensure governance, risk management, and compliance obligations are met (e.g., cyber, regulatory, safety).
- Build strong relationships across a range of stakeholders working on the variety of programmes.
- Facilitate workshops, design reviews, acceptance gates, and decision-making forums.
- Communicate complex service concepts in a clear and accessible manner, bringing people on the journey and securing buy‑in.
- Manage expectations across diverse stakeholder groups and resolve areas of conflict or ambiguity.
Requirements
- Strong experience in IT Service Design and Service Transition, ideally within regulated, critical national infrastructure, utilities, or energy sectors.
- Proven capability delivering large-scale programme transitions with complex stakeholder landscapes.
- Deep knowledge of ITIL v3/v4, including service design, service transition, and operational processes.
- Excellent stakeholder management, influencing, and communication skills.
- Experience leading people through change—able to bring teams on a journey and secure engagement across technical and non‑technical groups.
- Strong documentation and governance skills: service definitions, readiness plans, process maps, runbooks, etc.
- Ability to operate in highly structured environments with rigorous safety, cyber, and regulatory requirements.
- Able to work independently with minimal supervision, taking ownership of deliverables and driving transition activities through to completion.
Desirable
- Understanding of Operational Technology systems, their operational constraints, and how they interface with enterprise IT.
- Experience in utilities, transmission, distribution, or other CNI sectors.
- Knowledge of cyber security frameworks relevant to OT environments.
- Experience with service management toolsets (e.g., ServiceNow).
- Exposure to technical assurance, architecture, or project delivery methodologies (Agile/Waterfall).
- ITIL Practitioner or Managing Professional certification.
Benefits
At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success.
We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:
- Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
- Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
- A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more….
At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.
If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.