Head of Service Design and Transition

2 weeks ago

Abingdon, United Kingdom Paul Mason Consulting Full time

**Location**: UK-based with periodic travel to the Abingdon office and customer sites

**Salary**: Competitive, with excellent benefits package

Are you passionate about leading service design and ensuring successful customer implementations in a managed services environment? Do you thrive on shaping services that meet business needs while ensuring smooth transitions into operational delivery? If so, we want to hear from you

**About the Role**:
As the Head of Service Design and Transition for Managed Services at PMC, you will take strategic ownership of delivering seamless service implementations for new and existing customers. Working closely with the sales and marketing team, you will be responsible for leading service design interactions, acting as the design authority, and ensuring transitions into operational delivery are executed smoothly. This pivotal role involves working across the business to meet customer requirements, ensuring operational readiness, and delivering profitability and growth through well-executed service designs.

**Key Responsibilities**:

- Lead service design projects, ensuring new or modified services meet business and customer expectations.
- Oversee the financial and commercial elements of service designs to align with PMC's Managed Services budget and growth strategy.
- Ensure service transitions are planned, executed on time, and in line with security, compliance, and business continuity standards (e.g., ISO27001, GDPR, PCIDSS).
- Build strong stakeholder relationships internally and externally, ensuring all service transition risks are managed and communicated.
- Own the methodology for managed service design and transition, driving continuous improvement.
- Stay informed of retail market and IT trends to shape and guide PMC’s service design approach.

**Skills & Experience Required**:

- Proven experience in Service Design and Transition Management within a Managed Service or IT Support function, ideally in the retail sector.
- Expertise in delivering IT service projects with a strong background in the systems development life cycle.
- A strong commercial and financial acumen, with the ability to align service designs with business goals.
- Certified ITIL Expert, with knowledge of service design methodologies and tools.
- Exceptional communication and organizational skills, with the ability to build trust and influence at all levels.
- Project management certification (e.g., PRINCE2) is desirable.

**Why Join Us?**
PMC is a leader in delivering technology services and solutions to the retail and direct to consumer markets, and we’re expanding As part of our team, you’ll have the opportunity to shape our service design approach and work with key customers to deliver exceptional results. We offer a competitive salary, benefits package, and the chance to make a real impact within a growing, dynamic business.

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