Service Design & Transition Lead

Currys London Campus at Waterloo

Fixed Term Contract - 12 Months

Full Time

Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As the Service Design and Transition Lead at Currys, you will be responsible for overseeing the design, transition, and operational readiness of IT services. Your role will involve governing the project lifecycle to ensure a successful handover from project delivery into Operations. You will foster collaboration across departments and advocate for continuous improvement and strategic alignment in service design, with a focus on areas such as cloud and automation.

You will play a key role in building towards AI-enabled IT Operations — identifying pragmatic opportunities to apply AI and automation, helping shape Currys’ approach as it matures, and championing a culture of intelligent, cost-effective service improvement. This is an opportunity to genuinely influence how AI is adopted within IT at Currys, at a point where that direction is still being defined.

Your main duties and responsibilities will include developing and implementing a Service Design and Transition Plan, managing relationships with stakeholders, overseeing operational and financial aspects, providing training and documentation, driving continuous process enhancements, fostering cross-functional collaboration, coordinating Early Life Support, and making key decisions on service design and transition strategies.

Key Responsibilities

Service Design & Transition: Develop and implement Service Design and Transition Plans aligned with strategic objectives and Project Delivery Plans, incorporating AI-augmented patterns (intelligent triage, self-service automation, virtual agents) where appropriate

Observability & Monitoring: Ensure solutions comply with observability standards; leverage AI-driven monitoring and anomaly detection to enable proactive issue resolution and reduce mean time to detect and resolve

Stakeholder Management: Manage relationships with internal, client, and senior stakeholders to ensure clear communication and alignment with business requirements and project goals

Operational & Financial Oversight: Integrate Non-Functional Requirements from inception, manage transition of Run Costs to budget holders, and ensure operational sustainability beyond project lifecycles

Training & Documentation: Provide operational teams with service training, runbooks, and comprehensive service design, transition documents, and a Supplier Handbook

Service Assurance & Continuous Improvement: Advocate the Service Assurance framework, drive process enhancements, represent service readiness at the Service Assurance Board, and identify opportunities for AI-enabled automation and insights

AI Championing: Champion pragmatic AI adoption within IT Operations; collaborate with IT leadership to develop a realistic, risk-aware AI adoption roadmap aligned with Currys' capabilities

Cross-Functional Collaboration: Foster a collaborative culture; integrate Service Management principles into solution architectures; engage engineering, data, and product teams to ensure AI considerations inform design

Early Life Support & Service Acceptance: Coordinate Early Life Support, ensure critical go-live support, and manage Service Acceptance Criteria with project and service delivery stakeholders

Decision-Making & Escalation: Make key decisions on service design and transition strategies; address Service Assurance misalignments and escalate critical issues to senior stakeholders

Required Skills & Experience

• Strong background in ITSM processes and operational modalities, ensuring operational effectiveness and strategic alignment
• Demonstrated experience leading service design and transition within Agile frameworks and DevOps operating models
• Skilled in managing diverse stakeholders and multiple vendors to foster collaborative, strategic partnerships
• Ability to oversee diverse project portfolios across Agile and Waterfall methodologies, enabling smooth service delivery and transition to Live
• Proficient in cloud services, DevOps practices, and tools including ServiceNow, SharePoint, Excel, and Jira; growing awareness of AI/automation tooling (AIOps, ITSM-integrated AI, conversational platforms)
• Excellent communication skills with the ability to produce clear, high-quality service design and transition documentation
• 5+ years IT Service Management experience with proven Service Design and Transition delivery

ITILv4 Foundation

• ITILv3 in Service Strategy, Service Design, or Service Transition
• Degree-level education in a computing-related subject or equivalent professional experience
• Desirable: ITIL 4 Managing Professional or equivalent; recognised AI/cloud foundational certification (e.g. Azure AI-900, AWS AI Practitioner, BCS AI Certificate); Project Management qualification

Why join us

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme

Private Medical Insurance

Life Assurance

Fantastic colleague discounts on Tech with Currys and iD Mobile

Hybrid working (with an expectation to meet in person 2-4 times per month)

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we’ll do our best to help.