Job overview

The Service Transition Analyst is responsible for supporting the smooth introduction of new or changed IT services into the Trust’s live environment, with a strong focus on critical 999 IT services. This involves managing structured service transition work packages that ensure services are operationally ready, robust, and aligned with organisational needs.

The post holder will:

· Build and maintain strong relationships across teams, partners, and suppliers to support onboarding. Collaborate on service outcomes, readiness criteria, and Service Catalogue entries.

· Work with project teams and service owners to capture and deliver service design documents, handovers, and support models.

· Coordinate and validate service documentation, support materials, known errors, and FAQs.

· Support and validate Service Acceptance Criteria before go-live.

· Review change requests and liaise with CAB to assess, test, and approve transition-related changes.

· Facilitate project-to-support team handovers and ensure operational readiness.

· Evaluate third parties involved in transitions and assist in performance reviews.

· Support CSIP by identifying service transition improvement opportunities.

· Define/report transition metrics, risks, and improvements.

Main duties of the job

· Support planning, coordination, and execution of IT service transitions, minimising disruption to live operations.

· Ensure operational readiness by validating acceptance criteria, training, documentation, and support arrangements.

· Collaborate with PMs, Service Owners, and Tech Teams to agree on transition plans, milestones, and risks.

· Contribute to accurate Service Catalogue and CMDB records.

· Coordinate the creation/approval of Service Design & Transition docs, aligned to ITIL and Trust standards.

· Support CAB by analysing change impacts and dependencies; attend meetings as needed.

· Facilitate handovers from projects to support teams, ensuring readiness and awareness.

· Ensure all knowledge transfer and documentation is complete, accurate, and accessible.

· Create tools to evaluate and support new service processes.

· Monitor/report on transition performance, readiness, and outcomes.

· Identify and contribute to improvements in transition processes, tools, and templates.

· Ensure compliance with ITIL and internal policies.

· Liaise with suppliers and third parties to ensure they meet transition requirements.

· Escalate risks or delays to the IT Services Manager.

· Work with senior management to implement improvements, system developments, and metrics.

Working for our organisation

Working for us is an experience like no other.  We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.  

The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars. 

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples’ lives, then we would love to hear from you.

In return we will equip you with the skills and resources you need to thrive in your role.

You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.

Benefits

• Competitive NHS salary
• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Generous Pension Scheme
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Staff networks
• Wide range of discounts from various organisations across the UK