Lead Service Design & Transition Manager

Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8—to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.

Lead Service Design and Transition Manager: Shape How Technology Moves into Live Service at Evri

Ready to lead the successful design and transition of new and changed IT services into live operation?

At Evri, we’re continually evolving our technology services to support our customers, colleagues and growing delivery network. We’re looking for a Lead Service Design and Transition Manager to own our Service Design and Transition function, ensuring services are operationally ready, fully supported and successfully accepted into live operation.

Join us and help shape the standards, frameworks and transition practices behind the technology that keeps millions of parcels moving every day.

This is a remote role.

What you’ll be doing

As our Lead Service Design and Transition Manager, you’ll combine functional leadership with hands-on delivery. You’ll engage with projects and product teams early, establish transition requirements and acceptance criteria, and bring together stakeholders across IT and the wider business to ensure new and changed services are ready for operational support.

You’ll own and continually improve the Service Design and Transition framework, roadmap and performance measures. You’ll also personally produce service designs, support models, transition plans and readiness assessments, holding teams and suppliers accountable for delivering against agreed standards.

Responsibilities

• Set and deliver the Service Design and Transition strategy, objectives and roadmap, aligned with Evri’s IT Service priorities.
• Lead the transition of new and changed IT services into live operation.
• Maintain and continually improve the Service Design and Transition framework, standards and processes.
• Engage IT stakeholders, projects and product teams early to identify transition requirements.
• Develop transition plans across the project and product portfolio, agreeing deliverables, owners, milestones and dependencies.
• Produce service designs, support models, transition plans and operational readiness assessments.
• Drive Acceptance into Service, knowledge transfer and operational handover.
• Ensure acceptance criteria are evidenced and outstanding actions are resolved or formally accepted by authorised owners.
• Represent IT Service at Architectural Review and Design Review Committees.
• Establish and chair the Service Design Committee, driving decisions and actions through to completion.
• Own performance reporting against agreed KPIs, providing clear updates on delivery, risks and corrective actions.
• Identify and manage service design and transition risks, ensuring clear ownership, mitigation and escalation.
• Provide IT Service expertise throughout RFP, supplier assessment and selection processes.
• Work with Procurement, Legal and Supplier Management to define and review service and support requirements within contracts.
• Drive continual improvement across Service Design and Transition people, processes, products and partners.

What you’ll bring

• Strong experience leading the end-to-end transition of new or changed IT services within a complex, fast-paced organisation.
• ITIL 4 or ITIL v3 certification.
• Practical knowledge of ITIL Service Management disciplines and Service Design and Transition frameworks.
• Hands-on experience producing service designs, support models, transition plans and readiness assessments.
• Proven experience driving Acceptance into Service, knowledge transfer and operational handover.
• Strong understanding of non-functional requirements, SLAs, support models and measurable service acceptance criteria.
• Experience embedding Service Design and Transition requirements within agile delivery teams.
• Experience managing transition commitments and dependencies across third-party suppliers.
• Ability to interpret technical designs and translate complex information into clear service requirements and decisions.
• Strong stakeholder management skills, with the confidence to influence senior managers, directors, technical teams and external partners.
• Experience contributing to RFP processes, supplier selection and commercial service arrangements.
• Excellent planning, facilitation and documentation skills.
• A proactive and resilient approach, with the confidence to challenge missed commitments and drive blockers through to resolution.
• Experience of Service Design and Transition in AWS or other cloud environments would be beneficial.
• ITIL expert-level certification would be an advantage.

We Are Evri: Where Everyone Is Welcome

We’re committed to building an inclusive workplace where every colleague can bring and be their whole, authentic selves. We’re focused on removing barriers, creating opportunities and ensuring everyone feels valued for who they are and what they bring.

We’re excited for the future. Let’s deliver it together.

Everyone Belongs at Evri Group

We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.As a Disability Confident Committed Employer, a Silver-accredited Inclusive Employer, and through our partnership with Scope, we're working to make our workplace and recruitment process more accessible for everyone.We encourage candidates to request adjustments at any stage of the recruitment process and there are touchpoints through the application process to do so. Every application is reviewed by a member of our Talent Acquisition team meaning that we don't use AI to screen candidates.At Evri Group, we're building an environment where everyone can be themselves and thrive.