Overview
Location: Luton (Hybrid)
We are seeking an experienced IT Service Design & Transition Consultant to support a major M365 tenant migration and Windows 11 upgrade programme. The ideal candidate will bring strong expertise in IT Service Management (ITSM), service transition, and operational handover within complex enterprise environments, particularly across M&A or large-scale transformation projects.
Responsibilities
* Develop a comprehensive Service Design Package (SDP) for M365 tenant migration and Windows 11 rollout.
* Update service models and support documentation, covering:
* Exchange Online, SharePoint Online, OneDrive, Teams
* Windows 11 endpoint upgrade processes and support models
* Integration with ITSM processes (Incident, Problem, Change, Knowledge)
* Review and update knowledge articles where required.
* Identify and address skills gaps across support teams.
* Create a full service transition plan, covering operational readiness, cutover, and hypercare.
* Define support models, RACI, and escalation paths post-migration.
* Produce updated knowledge base articles, FAQs, and training materials for service desk and end users.
* Establish governance, acceptance criteria, and sign-off process for service transition into BAU.
Experience Required
* Proven background in IT Service Design & Transition within enterprise-scale programmes.
* Strong knowledge of M365 environments and Windows 11 migration.
* Hands-on experience with service readiness, cutover planning, and operational handover.
* Familiarity with ITSM frameworks and tools (ITIL v4 preferred).
* Prior experience in large-scale transformation or M&A contexts.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Defense and Space Manufacturing
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