Job Title

Job Description

The Service Design & Transition Analyst plays a key role in ensuring that new or changed technology services are designed, governed, transitioned, and accepted into live operations in a controlled and value-led way. Aligned to ITIL principles, the role supports the organisation’s Service Value System by helping teams co-create business value through services that are fit for purpose, fit for use, resilient, supportable, secure, and operationally ready.

The role works across the end-to-end service value chain, engaging early with project, product, architecture, security, operations, suppliers, and business stakeholders to define service outcomes, confirm readiness, manage transition risk, and enable continual improvement after go-live.
 

Main Duties

Service Design

• Collaborate with stakeholders to define end-to-end service designs that describe the service model, customer outcomes, service ownership, support model, performance measures, SLAs/OLAs, security, resilience, availability, capacity, continuity, and operational dependencies.

• Produce and maintain Service Design Packages and supporting artefacts that enable services to be delivered, supported, measured, and improved across the organisation and its supplier ecosystem.

• Ensure service designs are aligned to enterprise architecture, information security, data protection, supplier management, operational resilience, and business continuity requirements.

• Validate service designs against non-functional requirements, including availability, reliability, scalability, recoverability, monitoring, alerting, access, supportability, and maintainability.

• Define and document service dependencies, ownership, RACI, escalation routes, service acceptance criteria, reporting requirements, and integration points with ITSM practices.

Service Transition

• Lead or support the transition of new or changed services into live operations, ensuring transition activities are planned, governed, risk-assessed, and aligned to business and operational outcomes.

• Plan and coordinate transition activities, including operational readiness assessments, knowledge transfer, training, support documentation, runbooks, monitoring, access, resolver groups, and service reporting.

• Lead or facilitate Service Readiness Boards to confirm that operational teams, service owners, suppliers, support groups, and governance stakeholders are ready to accept and support the service.

• Facilitate Early Life Support, ensuring clear entry, exit, acceptance, hypercare, warranty, and lessons-learned criteria are defined and agreed.

• Conduct impact assessments and risk evaluations for service introduction, including operational, security, supplier, compliance, resilience, and customer impact considerations.

• Work closely with Change Enablement, Release Management, Deployment Management, Service Configuration Management, Incident Management, Problem Management, and Service Desk practices to support controlled and sustainable deployment.

Service Governance, Value & Continual Improvement

• Apply ITIL guiding principles to support value co-creation, customer focus, collaboration, simplicity, iterative progress, and continual improvement.

• Support service governance by defining clear service ownership, decision points, acceptance criteria, responsibilities, controls, and audit-ready evidence for operational handover.

• Capture lessons learned from Service Readiness Boards, Early Life Support, incidents, operational feedback, and stakeholder reviews to identify continual improvement opportunities.

• Define or validate service measures, KPIs, dashboards, and reporting requirements to confirm whether the service is delivering the intended outcomes after go-live.

Service Validation & Testing

• Support or coordinate service validation activities to confirm that services meet agreed business, customer, technical, operational, and regulatory requirements.

• Ensure operational acceptance testing criteria are defined, agreed, evidenced, and validated before service acceptance.

• Work closely with delivery, testing, operations, and service owners to confirm that testing validates the service design, support model, SLA expectations, resilience requirements, and readiness controls.

Configuration and Knowledge Management

• Collaborate with ServiceNow, ITAM, and configuration management stakeholders to ensure service components, configuration items, ownership, relationships, and dependencies are accurately captured and maintained.

• Ensure operational documentation, knowledge articles, FAQs, runbooks, support playbooks, and known error/workaround information are created, validated, approved, and stored in the appropriate knowledge repository.

• Facilitate effective knowledge transfer from project, product, supplier, and technical teams to Service Desk, resolver groups, service owners, and operational support teams.

Stakeholder Engagement

• Act as a trusted liaison between project delivery, product teams, Technology, business stakeholders, suppliers, governance forums, and live service teams.

• Coordinate and facilitate workshops to define service outcomes, service design packages, operational readiness, ownership, support responsibilities, governance controls, and transition plans.

• Ensure service/product owners, operations teams, Service Desk, security, architecture, suppliers, and resolver groups are engaged early and remain involved throughout design, transition, acceptance, and Early Life Support.

Required Skills & Experience

Essential:

• 4+ years of experience in ITSM, Service Design, Service Transition, Technology Operations, or operational readiness for enterprise-level services.

• Strong understanding of ITIL principles, the Service Value System, Service Value Chain, continual improvement, and relevant ITIL management practices, including:

o    Service Design
o    Change Enablement
o    Release and Deployment Management
o    Service Validation and Testing
o    Service Configuration Management
o    Knowledge Management
o    Monitoring and Event Management
o    Incident, Problem, and Service Request Management

• Experience managing or supporting the transition of enterprise services into live operations, including readiness, acceptance, hypercare, and handover activities.

• Strong experience using ITSM tooling, preferably ServiceNow, to support service design, configuration, change, knowledge, incident, problem, service request, and continual improvement activities.

• Ability to produce high-quality service documentation, including service design packages, support models, operational readiness checklists, RACI matrices, SLAs/OLAs, runbooks, knowledge articles, and service acceptance criteria.

• Strong communication, facilitation, stakeholder management, and influencing skills, with the ability to work effectively across global teams, suppliers, technical teams, product teams, and senior stakeholders.

• Ability to identify service risks, gaps, dependencies, and operational challenges, and to drive appropriate mitigation, escalation, and resolution.

• Experience working in Agile, DevOps, product-led, or hybrid delivery environments where services are introduced iteratively and require ongoing governance.

• Continual improvement mindset with a strong customer, service quality, and value focus.

• Able to adapt to change in an evolving technology and service management environment.

• Background in Financial Services, regulated environments, operational resilience, supplier governance, or audit-ready service controls would be advantageous.

Working For Pacific Life Re

Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and well being initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.

Benefits (Only for Permanent and Fixed Term Employees)

Leave

• 25 days of annual leave with option to buy/sell more days 

• Adoption and fertility leave 

• Generous enhanced parental leave 

Healthcare

• Comprehensive private insurance coverage for employee and dependents

• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary 

• Optical benefits 

Savings & Retirement

• 15% combined employee/employer contributions 

Wellness

• Subsidized gym membership 

• Access to Employee Assistance Program 

• Cycle to Work and Electric Car Salary Sacrifice Scheme 

• Time off for volunteering 

• Charitable matching of employee donations 

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.

Pacific Life Re Values

Please click here to view our company values