Overview
Service Design & Transition Manager (DV Security Clearance) at CGI.
This is a full-time on-site role based at CGI's site in Chippenham. Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to obtain it.
Responsibilities
In this role, you will work within a cross-functional team to define, document, and deliver the support model and service design for a critical Defence cloud platform. You will be responsible for interpreting user needs, extracting stakeholder requirements, and creating artefacts that underpin seamless service delivery. By developing SLAs, support levels, and incident flows, you will ensure the system is reliable, scalable, and fully aligned to Defence standards.
You will also contribute to shaping the test strategy, ensuring early-life support metrics are captured, and helping establish a robust operating model for long-term sustainability. This role gives you the opportunity to take ownership, demonstrate creativity in designing processes, and work in a highly collaborative environment where your expertise will make a direct impact on Defence operations.
* Lead & Innovate: Define service levels and KPIs, translating requirements into measurable SLAs.
* Engage & Collaborate: Work with Defence stakeholders to capture needs and align support models with business processes.
* Develop & Deliver: Produce high-quality service design documents covering support scope, service flows, and areas of responsibility.
* Shape & Support: Contribute to test strategy and test plan development aligned with migration activities.
* Communicate & Influence: Present clear documentation to multiple stakeholders, adapting content to audience needs.
* Optimise & Adapt: Ensure service delivery models align with multi-tenant, multi-national cloud environments.
Qualifications
Essential qualifications and experience
* ITIL Service Transition – Level 4 (or equivalent experience)
* Strong understanding of service design, SLAs, and support models (1st–4th line)
* Proven ability to engage stakeholders and define requirements in complex organisations
* Experience working with cloud-based platforms (IaaS, SaaS)
* Excellent communication and documentation skills
* Ability to work effectively within a cross-functional team
* Leadership
* Communication
Desired qualifications
* Experience working within Defence environments
* Business Strategy
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