Service Transition Specialist

About the Role

We’re looking for a dynamic IT Service Transition Specialist to lead the charge in onboarding new and evolving colleague-facing IT services. In this pivotal role, you’ll work hand-in-hand with project teams and supplier partners to ensure every service is seamlessly integrated into our support ecosystem—aligned with our IT Support strategy and built to last.

You’ll be the driving force behind operational readiness, risk mitigation, and service excellence, ensuring new services are not only technically sound but fully supported and documented. From managing Early Life Support to fostering strong stakeholder relationships, you’ll play a key role in delivering services that empower our colleagues and enhance our business.

If you're passionate about service, thrive in collaborative environments, and want to make a real impact—this is your opportunity to be a role model and ambassador for IT Service at Pets.

Key Responsibilities

• Facilitate and chair individual and group meetings that are purposeful and achieve common objective to the benefit of service stakeholders, project teams and IT services they deliver.
• Provide matrix leadership across teams to ensure understanding of Service Transition’s function and purpose and how that support success of the project delivery.
• Oversee the build of the end-state service support engagement documentation & ITSM tooling configuration for system & tech transformation projects ensuring adherence to new services to NFR portfolio on behalf of Heads of IT Support & Operations.
• Ensure the build of new services achieves the integrity and service quality of the proposed Solution & Service Designs aligned with Pets at Home policy & ITIL standards for successful ‘live’ operation in BAU.
• Facilitate knowledge transfer, ensuring that knowledge is captured and shared across teams to support operations and continual improvement.
• Establish ritual operational service governance with suppliers building relationships for a successful and purposeful contact with them that represents value to Pets at Home.
• Advise as service introduction specialist in overseeing the readiness of new services for BAU operation from project mobilisation, through ORR, ELS, and through to project closure.
• Onboard new & refurbished sites into BAU support adopting key service transition principles to assure service readiness for live use & support at Retail & Vets sites.
• Maintain full awareness of IT Service Change function; policy, process standards & CAB to ensure adherence
• Provide CAB cover for IT Service Change Process Manager to ensure that all changes are assessed, authorized, prioritized, and scheduled to minimize risk and disruption to BAU services.
• Adhere to IT Support strategy in development, solution discovery, risk management and relationship management.
• Appreciation of business area strategy back into the Service Desk for those supporting teams to be able to provide the best quality solutions and services.
• To provide service governance overseeing the readiness of new services for BAU operation to effectively support our colleague technical resources are available and resources have been correctly provisioned in line with release timescales.
• Apply Service Transition principles and mentor staff across IT teams to continually improve the Service Transition capability.

About You

You’re a confident and capable professional with a strong background in service environments, bringing over five years of experience where ITIL service management principles and processes are embedded. You hold an ITIL4 Foundation certificate and have a solid track record in service transition, particularly within Agile and DevOps application delivery environments.

You thrive in dynamic project settings and have a proven ability to manage your own workload and support others, consistently meeting tight deadlines through effective planning and prioritisation. Your analytical and problem-solving abilities are well-developed, and you’re adept at presenting and influencing to achieve successful outcomes.

Your communication skills—both written and verbal—are excellent, enabling you to build strong relationships across teams and engage effectively with stakeholders at all levels. You’re commercially aware and able to apply a service lens to commercial agreements, ensuring alignment between business needs and service delivery.

You’re confident in using productivity tools such as Microsoft Office and email, and you’re familiar with modern IT Service Management tooling, including platforms like ServiceNow and Ivanti Heat. Whether working independently or collaboratively, you contribute positively to team environments and consistently deliver high-quality results.

This role offers a unique opportunity to shape the future of service delivery for Pets. You’ll be hands-on in driving meaningful change, collaborating closely with your team, sharing knowledge, and taking full ownership of your projects. It’s a chance to make a real impact while growing your skills in a purpose-led, supportive environment.

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.