Senior Service Design & Transition Analyst

Role overview

Service design

• Define end-to-end service designs covering service models, customer outcomes, ownership, support, performance, SLAs/OLAs, security, resilience, and dependencies.
• Produce and maintain Service Design Packages and supporting artefacts.
• Validate service designs against architecture, security, data protection, supplier, resilience, continuity, and non-functional requirements.
• Document ownership, RACI, escalation routes, acceptance criteria, reporting, and ITSM integration points.

Service transition

• Plan and coordinate the controlled transition of new or changed services, including readiness assessments, knowledge transfer, training, documentation, runbooks, monitoring, and access.
• Facilitate Service Readiness Boards and confirm operational stakeholders are ready to accept services.
• Facilitate Early Life Support and agree hypercare, warranty, acceptance, and lessons-learned criteria.
• Assess operational, security, supplier, compliance, resilience, and customer impacts and risks.
• Coordinate with change, release, deployment, configuration, incident, problem, and Service Desk practices.

Governance and improvement

• Define service ownership, decision points, controls, acceptance criteria, responsibilities, and audit-ready handover evidence.
• Capture lessons from readiness boards, Early Life Support, incidents, operational feedback, and stakeholder reviews.
• Define or validate service measures, KPIs, dashboards, and reporting requirements.

Validation and configuration

• Coordinate service validation to confirm business, customer, technical, operational, and regulatory requirements are met.
• Define, agree, evidence, and validate operational acceptance testing criteria before service acceptance.
• Work with ServiceNow, ITAM, and configuration management stakeholders to maintain service components, configuration items, ownership, relationships, and dependencies.
• Ensure knowledge articles, FAQs, runbooks, support playbooks, and known-error information are created, validated, approved, and stored appropriately.

Requirements

• Design services that are fit for purpose and use, resilient, supportable, secure, and operationally ready, aligned with ITIL principles.
• Ensure service designs align with enterprise architecture, information security, data protection, supplier management, operational resilience, and business continuity requirements.
• Validate service designs against non-functional requirements including availability, reliability, scalability, recoverability, monitoring, access, supportability, and maintainability.
• Plan and coordinate transition readiness activities, including knowledge transfer, training, support documentation, runbooks, monitoring, and access.
• Define and validate operational acceptance testing criteria and evidence before service acceptance.
• Maintain accurate service components, configuration items, ownership, relationships, and dependencies with ServiceNow, ITAM, and configuration management stakeholders.