IT Service Design and Transition Manager

Watson-Marlow Fluid Technology Solutions; Cheltenham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global engineering firm located in Cheltenham is seeking an IT Service Design and Transition Manager. This role focuses on designing and improving IT services to align with business objectives and enhance user experiences across multiple regions. The ideal candidate will have substantial experience in IT Service Management and a strong understanding of ITIL principles. Benefits include a competitive salary, flexible working options, and comprehensive healthcare coverage.

Benefits

27 days holiday allowance

Comprehensive private healthcare

Enhanced pension plan

Discretionary bonus

Flexible benefits

Qualifications

• Strong experience in IT Service Management, Service Design, or Transformation roles within a global organisation.
• Experience managing global transformation projects and working with distributed teams.
• Proven experience in designing and implementing IT services across multiple regions.

Responsibilities

• Creating global service models, SLAs, OLAs, and support processes that meet diverse regional needs.
• Acting as a trusted advisor to BRMs and business leaders, ensuring IT services support business growth.
• Developing and maintaining global knowledge articles and documentation to support service adoption.

Skills

ITIL Service Design principles

ITSM tools (e.g., ServiceNow)

Stakeholder engagement

Strategic thinking

Adaptability to changing technologies

Education

Degree in Information Technology, Computer Science, or related field

ITIL v4 Foundation

Project Management certification (PRINCE2, PMP)

Tools

ServiceNow

Job description

IT Service Design and Transition Manager

Role Overview

The IT Service Design and Transformation Lead is responsible for designing, improving, and transforming IT services across a global enterprise to ensure alignment with business objectives and exceptional user experience. The role ensures services are fit for purpose, cost‑effective, and adhere to ITIL best practices. The manager works closely with global stakeholders, including IT Business Relationship Managers (BRMs), regional IT teams, and third‑party vendors, to define service requirements, design processes, and implement changes that drive efficiency and innovation across all geographies.

Objectives and Responsibilities

• Creating global service models, SLAs, OLAs, and support processes that meet diverse regional needs.
• Leading global programs to standardise and optimise IT services, leveraging automation and best practices.
• Acting as a trusted advisor to BRMs and business leaders, ensuring IT services support business growth and transformation objectives.
• Providing clear, timely updates to global stakeholders on service design progress, risks, and benefits.
• Ensuring global services adhere to ITIL, security, and regulatory standards across all jurisdictions.
• Developing and maintaining global knowledge articles and documentation to support service adoption and operational excellence.

Previous Experience

• Strong experience in IT Service Management, Service Design, or Transformation roles within a global organisation.
• Proven experience in designing and implementing IT services across multiple regions.
• Strong track record of stakeholder engagement, including collaboration with BRMs and senior business leaders.
• Experience managing global transformation projects and working with distributed teams.
• ITIL v4 Foundation (essential); ITIL Service Design or Managing Professional (desirable).
• Project Management certification (PRINCE2, PMP) desirable.
• Degree in Information Technology, Computer Science, or related field desirable.

Qualifications and Skills

• Strong understanding of ITIL Service Design principles and frameworks.
• Familiarity with ITSM tools (e.g., ServiceNow) and global service catalog management.
• Knowledge of enterprise architecture and integration concepts.
• Ability to build strong relationships with BRMs, regional IT teams, and business leaders.
• Designing efficient services that meet global and local requirements.
• Delivering clear, concise updates to diverse audiences across multiple time zones.
• Working effectively with global teams and third‑party vendors.
• Strategic thinking with attention to detail.
• Adaptability to changing technologies and business needs.
• Continuous improvement mindset and proactive approach.
• Company core values at all times.

About Spirax Group

Spirax Group is a FTSE100 and FTSE4Good multi‑national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our purpose, supported by our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts portal. We also offer a range of additional support and benefits through our 'Everyone is Included' Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued – across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender‑neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause‑friendly workplace principles and more. Learn more at www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.