Service Transition Lead | London | Odgers Executive Search About the role The IT Service Management & Transition Lead owns how Technology runs and evolves its in-life services. The role fixes and formalises the existing service estate, ensures new and changed services land correctly into BAU, and uses ITSM platform and ITIL to give us a coherent way of working across Technology, Digital & Product Owners. Turning a largely undocumented, partially onboarded set of services into a clear Service Catalogue and usable CMDB. Making sure new and changed services from projects, Data/AI and Operations are captured, transitioned and supported properly. Integrating ITSM platform with delivery tools so product teams and Technology work from the same picture. Hands-on delivery: designs the model and performs the transition/build work, not just documentation. Outcomes A prioritised service onboarding backlog is delivered, with a baseline Service Catalogue and CMDB covering the highest-value and highest-risk services. A standard Service Transition pathway is adopted across Technology, Operations and Data/AI, with clear minimum operational readiness requirements (runbooks, support model, knowledge and monitoring). The ITSM platform is configured as a coherent front door for Technology services, with consistent request types, workflows, resolver group structures and portal experience. End-to-end traceability exists between ITSM Platform and DevOps Platforms for incidents, changes and requests, reducing hand-off friction and improving visibility. Monitoring and alerting is integrated into the ITSM Platform with actionable, low-noise tickets, and recurring issues are driven through Problem Management to root cause. Improved service stability and support experience, evidenced by fewer repeat incidents, faster resolution and increased stakeholder confidence. Responsibilities Accountable for establishing and maintaining a baseline Service Catalogue and CMDB for core Technology services. Owns the end-to-end Service Transition approach, ensuring new and changed services meet minimum operational readiness requirements before BAU. Leads the backlog of historic services that have never been properly onboarded, prioritised with the Head of Technology and Service Desk Manager. Acts as The ITSM platform configuration lead/product owner: form design, workflows, automation, resolver group structures and portal experience. Designs and implements integrations between The ITSM platform and DevOps platforms to provide end-to-end traceability for incidents, changes and requests. Owns and continuously improves the core ITIL practices: Change Control, Service Transition, Problem, Knowledge and Configuration Management. Partners with Cloud/Infrastructure/Network teams to define monitoring and alerting standards and ensure actionable ticket creation in The ITSM platform. Coaches Service Desk and resolver groups on good ITSM hygiene, knowledge creation and the use of the catalogue. Produces clear progress updates on service onboarding, process adoption and tooling improvements, escalating risks and decisions where needed. Competencies Service ownership and governance set clear service definitions, support models and accountability. Service Design & Transition – Shapes and runs structured, low-friction paths from project/change into BAU, covering service catalogue, support model, CMDB and knowledge. Pragmatic process design applies ITIL in a lightweight way that teams will follow. Stakeholder management: influences across Technology, Operations and Data/AI, resolving conflict constructively. Continuous improvement: uses data and feedback to prioritise work and drive measurable outcomes. Communication and coaching explain complex concepts simply and builds capability in others. Knowledge Strong practical knowledge of ITIL v4 practices: Change Enablement, Service Transition, Problem, Knowledge and Configuration Management. Strong understanding of Service Catalogue and CMDB concepts, including CI modelling and relationships. Understanding of application lifecycle management, software delivery lifecycles (Agile/Sprints/releases) and how to align change controls and approvals to them. Knowledge of ITSM tool capabilities (workflows, automation, self-service portals, integrations and reporting). Understanding of monitoring and alerting concepts, event patterns and noise reduction. ITIL v4 Foundation and at least one ITIL v4 Managing Professional module (e.g. Create Deliver & Support; Drive Stakeholder Value; Direct, Plan & Improve). Skills Hands-on administration and configuration of ITSM Platforms (Freshservice/ServiceNow): service catalogue, request types, workflows, automation, queues and portal design (including SLAs/OLAs where required). Designing and executing Service Transition and hyper care exit activities: operational readiness checks, runbooks, support models, knowledge articles and handover. Building and maintaining a Service Catalogue structure that reflects reality and is easy for users to navigate. Creating and governing CMDB structures and CI relationships to support impact assessment and change. Integrating ITSM with Jira and Azure DevOps (connectors/APIs, data mapping and process alignment). Facilitating practical change control (standard/normal/emergency changes), change scheduling and stakeholder communication. Identifying patterns from incidents and alerts and driving problems through to root cause and remediation. Behaviours Curious and proactive - seeks to understand services end-to-end before proposing changes. Pragmatic - focuses on outcomes and adoption, not process for its own sake. Collaborative - works effectively across teams, shares knowledge and reduces silos. Calm and structured - brings order to ambiguous situations and manages competing priorities. Accountable - takes ownership for delivery and follows through. Odgers is one of the world’s leading Global Executive Search firms. Our reputation for excellence and integrity has been established over 60 years and we are a partnership-driven by the client, candidate, and employee experience. We function as trusted advisors to our clients and candidates and engage with a diverse range of leaders for the most influential roles across a wide variety of industries. The service we deliver is creative, insightful, and most importantly, in partnership; we pride ourselves on maintaining personal relationships. At Odgers, we are proud of our progressive, diverse, meritocratic, and collaborative culture where you will find support, training and career development working with colleagues striving for excellence in all they do. We are UK headquartered with colleagues across 58 Offices in 32 countries specialising in over 50 sectors and functions. Hybrid Working Our Hybrid working policy is based on the principles of empowerment, mutual trust and flexibility, recognising that we work best when we make choices about when, where and how we work. At the same time, we are reminded that time together is so important. We are a client-service business in which our relationships and our culture provide a significant advantage. Our offices remain critical to how we work; they are a place for collaboration, learning, and support and an anchor for the culture of which we are so proud. We operate a hybrid working model which would typically see you spending a minimum of 3 days working from the office and the rest remotely. Your work pattern will be reliant on business demands, and we would expect you to manage your time accordingly. At Odgers, we are committed to fostering a work environment that is safe and respectful of all individuals. We have and will always stand with and support the inclusion and equity of our colleagues, candidates and clients and are committed to improving diversity in all its forms within Odgers. Unlimited embodies this philosophy and our commitment to inclusion. We have several initiatives that ensure equity is practised at all levels of our organisation, including our Allies programme, an equitable recruitment process designed to ensure opportunity, our Next Generation council and a meritocratic promotion process. Sustainability Modern businesses have a duty to be environmentally responsible and operate sustainably. We believe this represents not only sound commercial sense but also recognises our ethical responsibility to minimise the impact of our activities on the environment and to leave a positive legacy for future generations. We have committed to, and set, science-based decarbonisation targets, and have received verification of these goals from the Science Based Targets initiative (SBTi). These targets will hold us accountable to our sustainability strategy while enabling us to measure our progress. This is complemented by us continuing to provide sustainability insight to our clients and cultivating a track record within sustainable businesses and in placing sustainability leaders. Corporate Social Responsibility We take Charity seriously – but like to have fun too. Our CSR team are always thinking up new events and activities to get involved in and raise funds for our chosen charity British Heart Foundation. We also have a variety of social clubs and learning opportunities to suit everyone such as the Brunch and Learn Session, Odgers choir, the book club or one of the many sports clubs Whats on offer? A competitive base salary, supplemented by our benefits package and discretionary bonus 25 days Annual leave 3 gift days for the Christmas closure bank holidays Private Medical Insurance with Bupa and cash plan with Simply Health Group Company Pension Season Ticket Loan & Cycle to work scheme Give As You Earn Group Income Protection Group Life Assurance Employee Assistance Programme Charity Day Wellbeing Programmes, support and speakers On-boarding, induction training and ongoing professional development Corporate member discounts and benefits available through Bupa and Simply Health including Gyms Discounts Applications We are committed to ensuring everyone can access our website and application processes. This includes people with sight loss, hearing, mobility and cognitive impairments. Should you require access to these documents in alternative formats, need to apply in a different format or need any reasonable adjustments made for any interview please contact our Talent Team at careers@odgers.com If you have any comments and/or suggestions about improving access to our application processes, please don't hesitate to contact us at careers@odgers.com Eligibility You must be eligible to live and work in the UK