Overview
Service Transition Analyst role with hackajob in collaboration with The AA. Location: Oldbury (hybrid working 3 office days per week). Employment Type: Permanent, full time. Benefits include an annual bonus. The AA is a leading motoring organisation offering services from roadside assistance to home and motor insurance.
As a Service Transition Analyst, you’ll help ensure that new and changed IT services transition into live operations smoothly, safely, and effectively. You’ll work with project teams, architects, and operational colleagues to assess service readiness, identify support needs, and ensure acceptance criteria are met. You will support the Service Introduction Manager in managing service transitions across a £6m project portfolio and act as a quality gate for service readiness.
Responsibilities
* Work closely with project teams, architects, and operational colleagues to assess service readiness and ensure acceptance criteria are met.
* Support the Service Introduction Manager in managing service transitions across a £6m project portfolio.
* Act as a quality gate for service readiness, ensuring all deliverables meet operational standards.
* Collaborate with IT Project Managers, Architects, and BAU teams to ensure effective governance and execution.
* Identify and mitigate risks, manage dependencies, and support continuous improvement through post-transition reviews.
* Design and maintain service introduction processes and documentation.
* Ensure compliance with ITIL best practices and internal policies.
* Transition IT services from project delivery into business-as-usual (BAU) environments.
* Apply knowledge of ITIL service management practices (Incident, Change, Problem, and Transition Management) and SDLC considerations.
* Engage stakeholders and influence across technical and non-technical teams; map processes (e.g., Visio) and create service validation and support models.
* Utilise tools such as ServiceNow and Jira; understand Agile, DevOps, and ITIL methodologies.
Qualifications
* Proven experience transitioning IT services from project delivery into BAU environments.
* Strong understanding of ITIL service management practices including Incident, Change, Problem, and Transition Management.
* Familiarity with the software development lifecycle (SDLC) including infrastructure, testing, and documentation requirements.
* Skilled in stakeholder engagement with the ability to influence and collaborate across technical and non-technical teams.
* Experience with service design and introduction processes, including service validation, support models, and process mapping (e.g., Visio).
* Working knowledge of ServiceNow and Jira; awareness of Agile, DevOps, and ITIL methodologies.
Benefits
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme with car salary sacrifice and other healthcare, shopping, holidays discounts
* Company funded life assurance
* Diverse learning and development opportunities
* Dedicated Employee Assistance Programme and 24/7 remote GP service
* Plus, so much more
Equal Opportunity
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and drive positive change.
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