Service Design and Transition Manager
Flexible Location
Country / Territory
Flexible Location
Flexible Location
Global Information Services
Job Category
Pay Band
Pay Band 8
Vacancy Description
Payband: 8. Location: London, Manchester. Contract type: 2 year FTC Department: GIS. Closing date:15th January 2019 at 23:59 GMT. Candidates must have the right to work in one of the above locations.

Please note that in December 2020, the British Council will relocate its new global headquarters to: International Quarter, Stratford, London E20.


The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.


The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organisation. GIS has accountability for enabling the full life-cycle of information for the whole of the business. 

This role is located within the GIS Service Delivery team and reports to Head of Service Transition with functional line management provided by the relevant project/ program. The purpose of the GIS Service Delivery team is to deliver reliable Information Services to the business while improving quality and efficiency through external comparison and an unrelenting focus on continuous improvement.

The role will be responsible for the introduction of new services or changes to existing services, to facilitate the achievement of formal confirmation that acceptance criteria have been met, and that the Service Delivery Operations team is ready to operate the new service when it has been deployed.


Main responsibilities:

 Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion. Including:

  • Deliver all service transition/ introduction/ migration Projects and Programmes in line with British council’s service transition framework and recognised best practice methodologies.
  • Produce detailed transition plans with agreed milestones and interdependencies.
  • Participate in all governance reviews with the relevant stakeholders daily, weekly and monthly
  • Ensure structured internal reviews to track project progress.
  • Publish weekly transition dashboard incorporating all transition streams to the stakeholders.
  • Responsible for management of the wider transition team, project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders.
  • Advise and facilitate the creation of service level agreements and service catalogue entries between the service recipients and IS service delivery;
  • Manage the relationship with, and coordinate delivery of new services and releases from, Project Teams.
  • Collaborate with service providers (internal and external) on the design and delivery of “non-functional” development requirements;
  • Interface with 3rd party suppliers, for planning timelines and to ensure quality of deliverables.
  • Understand existing service management processes & functions and implement best-fit operational interfaces for new service implementations.
  • Ensure strict commercial change control to manage deviations.
  • Escalate major transition issues to management with recommendations on how to address.
  • Ensure transitions are within time and budget constraints and meet the required level of quality
  • Document the learning’s from Transition at the end of the project and discuss with key stakeholders.
  • Assess all BAU changes to existing services from a service transition perspective to understand impact to existing services.
  • Interface with key stakeholders within service management & operations to plug service introduction related gaps.
  • Ensure service transition lite criterion is met for introduction of COTS/ BESPOKE applications into BAU live environment.
  • Participate in the change advisory board (CAB) meetings to ensure service transition issues are addressed and changes are authorized from a service transition standpoint.


The successful candidate will need to demonstrate:
Experience of working in large complex international organisation (preferable) 
Managing deliverables via third party vendors
Risk management



Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff members worldwide are required to ensure their behaviour is consistent with our policies.