Service Transition Lead
Full-time, £42,000 - £50,000

Ref: 8312

Salary: £42,000 - £50,000

Hours: Full-time

Contracted Hours: 37.5

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Service Transition Manager

Location:Handforth/Hybrid Working

Contract: Permanent

About the Pets at Home Group

At Pets at Home we have an ambitious plan, to become “The Best Pet Care Business in the world” and a key part of delivering this in sustainable way will be our most cherished assets: our People and our Culture. We are a business built on strong values and behaviours which guide everything we do. These are our foundations which will help us to deliver our better world pledge to create a better world for pets and the people who love them. The Pets at Home Group includes over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. It’s fast-paced, innovative, fun and we put people at the very heart of everything we do. We are committed to developing a culture of inclusivity where everyone is able to come to work and be themselves, a culture which welcomes everyone irrespective of what makes us all unique. Our diversity and inclusion vision is that everyone is welcome and feels part of our group. If you think you’re a good match to what we are looking for, and you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances.

About the role

We are embarking on initiatives to enhance technical capability that will revolutionise our pet care customer experience so currently have a vacancy for Service Transition Lead operating within the Group IT Service Delivery function who will ensure the successful integration of service systems and initiatives into our support portfolio.
Aligned to Pets at Home’s Change Delivery Lifecycle, the Service Transition Lead will facilitate all aspects of service change deriving from programmes and projects, from the stage where a project is owned fully by a project team, working closely with Business representatives, Projects teams, Service Owners, and Service Delivery support teams through transition and build of the service, before successfully landing into Service Delivery.
The Service Transition Leads our key stakeholders in the management of business and technical change, having responsibility to represent the perspectives of operational service delivery by ensuring service quality and readiness assurance in the Delivery of the ‘to-be’ Services, that ensure we have capability to successfully support new services internally or through partners to support our Business’s strategic growth.
Key Responsibilities

  • Partner with the new service programme stakeholders across IT and Business teams to ensure delivery of service governance, design and support model documentation, and the build of those services is aligned with Pets at Home ITSM policy & ITIL standards for successful ‘live’ operation and support of a new service in BAU.
  • Validate, define & articulate the benefits case for service NFRs, providing service lens overseeing the commercial and operational build readiness of support functions and colleagues achieving those NFR in service.
  • To develop the overall Service Design; document the service management processes and procedures currently in place and review with business owners stakeholders; Review current SLA's to ensure alignment with best practice & business requirements. Where no SLA's are present help to develop and implement new or accept risk (where applicable)
  • Ensure documentation and process are reviewed/agreed and signed off by the business and service management team.
  • Review 3rd Party SLA to ensure high availability, robust SLA's/service management processes and controls align with ITIL best practice, ensure high availability/recovery time agreed with business owners and appropriate commercial cover is implemented.

About you

  • Project Delivery experience in a retail environment
  • Experience of Retail Distribution Centre Software/Support
  • Technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage
  • Experience as IT Service Manager or Transition Lead/Manager within a complex and diverse organisation

Desirable qualifications 

  • ITIL4 foundation certificate
  • ITIL Service Lifecycle Transition certificate
  • Confident use of the productivity tools, Microsoft Office, email and familiarly of modern IT Service Management tooling; such as Service Now, Ivanti Heat

About our Benefits

On offer, together with a greenfield career opportunity, we have a strong and competitive benefits package in addition to the base salary.

This includes:

  • 10% Bonus potential
  • 28 days holiday + Bank Holidays
  • Pension Scheme
  • Discounted Healthcare
  • Share options
  • Group Discounts
  • Other flexible benefits

Far more than a retailer, Pets at Home Group is the UK’s leading pet care specialist, fulfilling every possible pet and owner need, from food and accessories to grooming and vet services. Since 1991, we’ve been building a business around pets and their owners and we’ve set our sights on becoming the best pet care business in the world. Join us now and you can be part of that journey, developing your future as we develop ours. This is a place where you can take pride and passion in your work within an inspiring, professional team that’s focused on supporting pets and their owners to live happier lives together. 

Organisation: Pets at Home

Date Posted: 26-01-2022

Expiry Date: 24-01-2032