Job Description

ID 3379

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The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate's name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

Vacancy title
Service Transition Manager


Closing date
19/01/2026, 16:00


Advertising basis
Permanent
Actual starting salary
A non-negotiable starting salary of 37,111 will be offered to the successful candidate.
Salary range or pay band
HEO 37,111 to 45,378
Allowances
No
Work pattern
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Group
Corporate Services and Inspectorates
Directorate
Digital Data and Technology (DDaT)
Branch
IT Services
Location (s)
Pan Wales
Pan Wales' means that the location in which the vacancy can be based is flexible, subject to the needs of the business. A list of the Welsh Government's offices can be found on www.gov.wales/welsh-government-offices. Please note it may not always be possible to accommodate a preference for a specific office location.
Purpose of post

Welsh Government

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services.


To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens.


For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.

Team Overview

The IT Service Transition Team ensures that new or changed IT services move smoothly from design/development into live operation without disrupting business processes. It acts as the bridge between Service Design and Service Operation, following ITIL (Information Technology Infrastructure Library) principles to minimise risk and maintain service quality.

Role

The Service Transition Manager will own the Service Transition process within the ITIL framework and is responsible for planning, coordinating, and controlling the transition of new or changed IT services into live operation. The role ensures that services meet agreed acceptance criteria and are delivered with minimal disruption to business operations.


As a member of the Service Transition Team, the Service Transition Manager will support and report to the Senior Service Transition Manager.


This post maps to the Service Readiness Analyst role/level in the DDaT Profession Capability framework. Follow the link to understand the role and the required skills.


A Service Readiness Analyst tests the products and is accountable for application acceptance and checking whether security criteria have been met. At this level, you will flag any potential risks and escalate these to the Senior Service Transition Manager.

We are looking for people who are:

Highly organised

, with excellent planning and coordination skills to manage complex timelines and dependencies.

Detail-oriented

, ensuring accuracy in documentation, testing, and compliance with governance standards.

Proactive

with a strong drive to ensure smooth service transitions.

Collaborative team players

, willing to share knowledge and support colleagues across projects.

Effective communicators

, able to engage confidently with technical teams, stakeholders, and business users using clear and varied communication methods.

Adaptable and resilient

, comfortable working in a fast-paced environment and managing change effectively.

Committed to continuous improvement

, seeking opportunities to refine processes and enhance service delivery.

Key tasks

Your main day to day responsibilities will include:

Working with the Senior Service Transition Manager to deliver new or changed services across the end-to-end support lifecycle, within specific timeframes. Ensuring appropriate lifecycle resourcing, training, tooling, support and documentation is in place with sign off from all stakeholders prior to transition into live service. Developing, agreeing and monitoring Service Acceptance Criteria and co-ordinating the Go/no Go process. Representing the Service Transition discipline at Project Meetings. Liaising with internal technical subject matter experts and business owners of key platforms and processes to ensure end to end Service requirements are met. Embedding the Service Transition stage within project teams, working closely with the Project Management Office. Coordinating the completing of Support Model templates alongside the Service Design stage, including the RACI matrices for support. Interfacing with third party suppliers where necessary for the introduction of new services, observing all relevant procurement rules. Capturing lessons learnt from delivered projects and identifying and implementing mitigating actions. Working with the Service Delivery Management and Technical Architect teams to define and document the support and governance model in line with the solution requirement. Occasionally perform other duties commensurate with the role, on request of your line manager. Make recommendations on go-live, early-life support and service. Ensure that the acceptance criteria are understood by the wider IT Teams.

Development opportunities
Your role will form part of Welsh Government's Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government, with staff at all levels including senior staff, Ministers, and our Digital Apprentice cohort. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.
Other vacancy related information
This is a hybrid role with attendance at a Welsh Government office when required for business needs. You will be required to attend an office as part of the onboarding process and to attend scheduled team meetings and divisional anchor days.



A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.

DDaT Technical Assessment

Candidates who successfully demonstrate that they meet the minimum Criteria will be invited to interview.


You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 working days before your interview.


The technical scenario will be a presentation at interview assessing Technical 2:

Continual Service Improvement:

Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

If a large number of applications are received

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion:

Experience 1 -

Able to manage Service Transitions to implement new or changed services, with associated sign off and governance.


Candidates who pass the initial sift will be progressed to a full sift.


In the case of more than one candidate scoring the same at interview, the panel has agreed the following criteria will determine merit order:

Experience

- Ability to manage Service Transitions to implement new or changed services, with associated sign off and governance.

Behaviour

- Working Together

DDaT Technical

-

Continual Service Improvement: I

dentify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

Vetting level
SC - Candidates applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
Number of posts
1
Contact point for further information regarding the post
Paul Winter ictservicecontrol@gov.wales