Service Transition Manager

Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Integral to the success of any Managed Service is the correct transition of clients in to and out of support, as well as the continuous development of organisational service offerings. The Service Transition Manager ensures the smooth, controlled, and value‑driven introduction of new or changed services into Natilik’s Managed Service ecosystem. The role is accountable for planning, governing, and delivering all transition activities so that Natilik and the client are fully prepared for Day 1 operations, with all processes, documentation, tooling, service levels, and knowledge in place.

A Service Transition Manager will ensure that all services are implemented in a standard and efficient manner and that they deliver value to Natilik’s clients. They will own the onboarding of new clients into Natilik from a service standpoint, working in parallel with Natilik project teams to establish and document service processes that guarantee a successful engagement between Natilik and our clients support teams. 

Main activities, tasks & duties 

A Service Transition Manager owns Natilik’s Service Transition proposition; ensuring that Natilik services are implemented to an agreed standard following ITIL best practices, are supportable, consistent and deliver the intended value to our clients. The Service Transition Manager will be responsible for: 

Transition Planning & Governance

• Create and maintain the end to end Service Transition Plan, including milestones, dependencies, risk controls, validation gates, and acceptance criteria.

• Define and manage transition governance, including RAID logs, reporting cadence, and alignment with project, engineering, and client teams.

• Drive structured workshops including Transition Kick off, Operational Readiness, Service Discovery, and RACI definition.

Service Readiness & Operational Alignment

• Ensure all operational processes are defined and agreed (Incident, Major Incident, Request/MAC, Change/Release, Escalation, Remote Access, Monitoring & Alerting).

• Oversee creation and approval of the Service Operations Manual (SOM).

• Validate readiness of Natilik tools, integrations (including ServiceNow/eBonding or ITSM platform to platform integrations), monitoring configurations, and access management.

Documentation & Quality Assurance

• Ensure all documentation (may include LLDs/HLDs, support models, knowledge articles, acceptance criteria, testing evidence) is complete and meets Natilik standards.

• Align documentation and operational artefacts with vendor best practice.

Knowledge Transfer & Capability Enablement

• Plan and facilitate Knowledge Transfer (KT) sessions for both Natilik and client teams.

• Run playback sessions to validate understanding and capture follow up actions.

• Identify training requirements for BAU teams and escalate gaps where needed.

Client & Internal Stakeholder Engagement

• Act as the central liaison between Delivery, Engineering, Manage, and the client during transition.

• Communicate scope, timelines, quality expectations, risks and mitigation clearly.

• Run and document transition workshops and checkpoint meetings.

Risk, Issue & Dependency Management

• Identify and manage risks and issues throughout transition.

• Ensure validation checkpoints and mandatory readiness criteria are completed before go live.

• Track and manage dependencies with internal and external stakeholders.

Handover Into BAU / Service Acceptance

• Own Service Acceptance Criteria and secure sign off for entry into Managed Services.

• Ensure snagging items are documented, assigned and tracked.

• Confirm BAU teams are fully equipped with tooling, SOM, escalation paths and KT outputs.

How you will make an impact 

• Maintaining consistent high levels of customers satisfaction (90% NPS above)

• Achieving billable-days target on a monthly/quarterly basis (15 pcm)

• Delivering service transition within budget to maintain contribution levels

• Driving innovation/process improvement internally, over and above client-facing activity, helping create templates and process refinement 

What you will need to succeed 

To deliver in your role, we expect the following skills, abilities, knowledge & experience:

·       Develop and maintain Service Transition plans that outline the strategy, goals, and objectives of the sold managed services.

·       Ensure sure that all deliverables of the plan are achieved in good time and ensure client satisfaction.

·       Ensure that sold managed services are properly accepted by clients, and that clients’ expectations are managed throughout the acceptance process resulting in a positive NPS score.

·       Understand client change management and other business processes to ensure that services are properly aligned, authorised, documented and implemented.

·       Demonstrable experience building and maintaining relationships with a diverse set of internal and external stakeholders including senior level executives, technical, finance, sales and project services. 

·       Experience of creating and maintaining a project plan.

·       Excellent organisation, time management, and communication skills. 

·       Proven ability to understand a client’s business outcomes and the benefits and challenges associated. 

·       Track record of working alongside IT service projects

·       A working understanding of project lifecycles and methodologies.  

·       Willing to innovate to continue improving the way Natilik serves its clients. 

Skills and Abilities:

• Risk Management, Governance and structured planning.

• Problem solving & decision making.

• Service process design and documentation.

• Facilitation of workshops and multi team alignment.

• Strong written accuracy and attention to detail.

• Continuous learning & improvement.

Technical Awareness:

• Understanding of monitoring platforms (LogicMonitor, SolarWinds)

• Awareness of ServiceNow and ticketing integrations

• Broad understanding of networking, collaboration, cloud and security fundamentals

• Ability to translate technical information into clear operational requirements

Behaviours:

• Proactive and structured approach

• Confident communicator with all levels of technical and non‑technical stakeholders

• Calm under pressure and able to manage competing demands

• Strong stakeholder engagement and facilitation skills

Knowledge and Experience

• 3–5 years in service transition, service management, or related ITIL-aligned roles

• Experience working within managed service environments or MSPs

• Demonstrated experience delivering transitions involving multi-vendor or complex technical estates

• Proven background in process design, documentation creation, and operational readiness activities

• Experience leading KT, workshop facilitation, and cross-team alignment sessions

Qualifications & Certifications

• ITIL v3, v4 or 5 Foundation (essential)

• ITIL v4 Create, Deliver & Support (desirable)

• ITIL v4 Plan, Implement & Control or equivalent practitioner-level modules (desirable)

• Project management understanding (e.g., PRINCE2 Foundation or Agile awareness) beneficial

• Familiarity with tooling such as ServiceNow, LogicMonitor, SolarWinds, and collaboration/cloud technologies

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Competitive pension scheme

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance

• Company shares (available after One year tenure)

• Medicash (Cashback Scheme)

• Retail discounts via Medicash

• Access to EAP scheme for you and your household

• Vehicle lease salary sacrifice scheme (available after One year tenure)

• Cycle to Work Scheme

• Annual paid volunteering day

• Enhanced parental leave

• Access to funding for additional qualifications and courses

• Access to paid study leave