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Service Transition & Design Lead

Contract type: Permanent

Category: Technology

Location: Dunstable

Whitbread are the largest UK Hospitality company - and own the UK's number 1 Hotel brand!!

You will be primarily accountable for the successful design and transition into live operations of new, or changes to existing, services provided by IT.

You will also will be the primary representative from IT Service into Project Delivery. They will be leading and supporting the project team whilst ensuring engagement, alignment and readiness from the wider IT Service community. Influencing and guiding Project resources (PM’s, BA’s, Change, PMO etc) as well as other IT subject matter experts (Security, Architects, Infrastructure) to deliver projects/changes into normal business operations.

As well as all the other exciting stuff, you will be accountable for the definition, documentation and assurance for the new or changed service including support model, SLAs, support schedules, non-functional requirements and perform impact assessments and gap analysis between Whitbread standard support models and the requirements.

As part of Service Transition activities, they will also be responsible for assuring how and when the services will be handed over into live operation. This will include validating the new or changed service, service rehearsal testing, early life support plans and handover into live operations.

The Service Introduction Lead will also assess, create or contribute to the service schedules within all 3rd party supplier contracts and be responsible for ensuring that what is being implemented by the supplier meets the needs of the business.


What you'll be doing:

  • Assure that projects are delivered into live Service in a controlled and safe manner.
  • Service Impact Assessment of projects and their scope, capturing areas of risk or direct impacts to support planning the service design and introduction.
  • Reviewing IT Service requirements that underpin the service design, ensuring that functional and non-functional aspects are factored in
  • Document the design of the service
  • Ensure that transition plan aligns all stakeholders with the project and wider IT teams.
  • Assure implemented service components with identified teams or 3rd party suppliers.
  • Ensure service rehearsals prove service readiness to enter deployment.
  • Define early life support requirements and drive into project activities.
  • Responsible for the capture, tracking and sign-off of service acceptance criteria.
  • Work with procurement to onboard new suppliers through commercial negotiation and setting up the underpinning service contract/schedules to ensure it meets the needs of Whitbread.
  • Assure the production of service documentation (knowledge articles, recovery plans, service processes etc..).
  • Ensure all non-functional aspects, such as licensing, are handed over into IT operation.
  • Facilitate the transfer any agreed risks or issues into IT operation.


Who are you?

  • Service Design & Transition experience - including Service design from end to end. 
  • Experience of identifying and building service contracts with 3rd party suppliers
  • Demonstrable, strong working knowledge of ITIL Service Management framework and process areas
  • Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.
  • Excellent interpersonal skills to own the IT Service deliverables inside a project framework


What we can offer you?

  • A market competitive base salary
  • Up to 30% annual bonus
  • A collaborative work culture that focuses on enabling your success and continuing your personal development
  • A genuine flexible working policy
  • Individual BUPA healthcare
  • Optional contributory pension matched up to 10%
  • Free parking across our Head Office campus
  • Subsidised restaurant
  • Up to 25% discount off our brands
  • Perks at work




We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as lesbian, gay, bi, trans, and non-binary or those who use a different LGBTQ+ term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.

Job ref: 779710-1629
Advertised: 22 Nov 2022

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