About the role

IT Service Design & Transition Manager at Sword, leading transitions and governance for IT and OT services. Utilizing ITIL methodologies and stakeholder engagement in a hybrid working environment.

Responsibilities

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.

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.

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…