Service transition manager

Find out what a service transition manager in government does and the skills you need to do the role at each level.

Last updated 30 August 2024 — See all updates

Contents

— What a service transition manager does
— Service transition manager role levels

— 1. Service acceptance analyst
— 2. Service readiness analyst
— 3. Service transition manager
— 4. Lead service transition manager

— Roles that share service transition manager skills

What a service transition manager does

IT service transition managers provide overall planning for service transitions and co-ordinate the required resources. In this role, you will control the product life cycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.

Service transition manager role levels

There are 4 service transition manager role levels, from service acceptance analyst to lead service transition manager.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Service acceptance analyst

A service acceptance analyst co-ordinates across IT operations and manages the acceptance criteria for any changes within the area. At this level, you will validate changes against the acceptance criteria, gathering evidence and creating materials as necessary.

This role level is often performed at the Civil Service job grade of:

AO (Administrative Officer)
EO (Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Availability and capacity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of availability and capacity management processes
Change management Level: awareness Awareness is the first of 4 ascending skill levels	You can: implement change requests apply change control procedures under supervision
Community collaboration Level: awareness Awareness is the first of 4 ascending skill levels	You can: understand the work of others and the importance of team dynamics, collaboration and feedback
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: explain the basic principles of IT standard continuity management processes and procedures
Incident management Level: awareness Awareness is the first of 4 ascending skill levels	You can: identify and register incidents, gathering the required information and allocating it to the appropriate channel
Ownership and initiative Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of problem resolution processes pass problems on to your team
Problem management Level: awareness Awareness is the first of 4 ascending skill levels	You can: investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational) contribute to the implementation of remedies and preventative measures
Service focus Level: working Working is the second of 4 ascending skill levels	You can: take inputs and establish coherent frameworks that work
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

track, log and correct information to protect assets and components

You can:

show an awareness of availability and capacity management processes

You can:

implement change requests
apply change control procedures under supervision

You can:

understand the work of others and the importance of team dynamics, collaboration and feedback

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

explain the basic principles of IT standard continuity management processes and procedures

You can:

identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

show an awareness of problem resolution processes
pass problems on to your team

You can:

investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
contribute to the implementation of remedies and preventative measures

You can:

take inputs and establish coherent frameworks that work

You can:

You have a Level 3 service management framework qualification

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

2. Service readiness analyst

A service readiness analyst tests the products and is accountable for application acceptance and checking whether security criteria have been met. At this level, you will flag any potential risks and escalate these to the service transition manager.

This role level is often performed at the Civil Service job grade of:

EO (Executive Officer)
HEO (Higher Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Availability and capacity management Level: working Working is the second of 4 ascending skill levels	You can: manage service components to ensure they meet business needs and performance targets
Change management Level: working Working is the second of 4 ascending skill levels	You can: analyse and assess the impact of change document change requests action changes from change requests
Community collaboration Level: working Working is the second of 4 ascending skill levels	You can: contribute to the work of others motivate and empower teams create the right environment for teams to work in, and can identify the best team makeup depending on the situation recognise and deal with issues
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: explain the basic principles of IT standard continuity management processes and procedures
Incident management Level: awareness Awareness is the first of 4 ascending skill levels	You can: identify and register incidents, gathering the required information and allocating it to the appropriate channel
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management Level: awareness Awareness is the first of 4 ascending skill levels	You can: investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational) contribute to the implementation of remedies and preventative measures
Service focus Level: working Working is the second of 4 ascending skill levels	You can: take inputs and establish coherent frameworks that work
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

track, log and correct information to protect assets and components

You can:

manage service components to ensure they meet business needs and performance targets

You can:

analyse and assess the impact of change
document change requests
action changes from change requests

You can:

contribute to the work of others
motivate and empower teams
create the right environment for teams to work in, and can identify the best team makeup depending on the situation
recognise and deal with issues

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

explain the basic principles of IT standard continuity management processes and procedures

You can:

identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
contribute to the implementation of remedies and preventative measures

You can:

take inputs and establish coherent frameworks that work

You can:

You have a Level 3 service management framework qualification

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

3. Service transition manager

A service transition manager accepts products, determines whether they are fit for purpose and assesses readiness against agreed service acceptance criteria.

At this role level, you will:

make recommendations on go-live, early-life support and service acceptance
ensure that the acceptance criteria are understood by the wider IT operations

This role level is often performed at the Civil Service job grade of:

HEO (Higher Executive Officer)
SEO (Senior Executive Officer)

Skill	Description
Asset and configuration management Level: working Working is the second of 4 ascending skill levels	You can: maintain secure configuration and accurate information, controlling IT assets in one or more significant areas verify the location and state of assets
Availability and capacity management Level: working Working is the second of 4 ascending skill levels	You can: manage service components to ensure they meet business needs and performance targets
Change management Level: working Working is the second of 4 ascending skill levels	You can: analyse and assess the impact of change document change requests action changes from change requests
Community collaboration Level: working Working is the second of 4 ascending skill levels	You can: contribute to the work of others motivate and empower teams create the right environment for teams to work in, and can identify the best team makeup depending on the situation recognise and deal with issues
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: explain the basic principles of IT standard continuity management processes and procedures
Incident management Level: working Working is the second of 4 ascending skill levels	You can: diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management Level: working Working is the second of 4 ascending skill levels	You can: initiate and monitor actions to investigate patterns and trends to resolve problems effectively consult specialists where required determine the appropriate remedy and assist with its implementation determine preventative measures
Service focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledge Level: working Working is the second of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
verify the location and state of assets

You can:

manage service components to ensure they meet business needs and performance targets

You can:

analyse and assess the impact of change
document change requests
action changes from change requests

You can:

contribute to the work of others
motivate and empower teams
create the right environment for teams to work in, and can identify the best team makeup depending on the situation
recognise and deal with issues

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

explain the basic principles of IT standard continuity management processes and procedures

You can:

diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

initiate and monitor actions to investigate patterns and trends to resolve problems
effectively consult specialists where required
determine the appropriate remedy and assist with its implementation
determine preventative measures

You can:

see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

You have a Level 3 service management framework qualification
demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

4. Lead service transition manager

A lead service transition manager is responsible for the planning and co-ordination of resources to ensure that services are effectively transitioned into service operation.

At this level, you will be solely responsible for the co-ordination activities across projects, suppliers and service teams.

This role level is often performed at the Civil Service job grade of:

G7 (Grade 7)
G6 (Grade 6)

Skill	Description
Asset and configuration management Level: working Working is the second of 4 ascending skill levels	You can: maintain secure configuration and accurate information, controlling IT assets in one or more significant areas verify the location and state of assets
Availability and capacity management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: ensure the correct implementation of standards and procedures identify capacity issues, and stipulate and instigate the required changes initiate remedial action
Change management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: manage high impact, complex change requests ensure that release policies, procedures and processes are applied
Community collaboration Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: work collaboratively in a group, actively networking with others adapt feedback to ensure it’s effective and lasting use your initiative to identify problems or issues in the team dynamic and rectify them identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: explain the basic principles of IT standard continuity management processes and procedures
Incident management Level: working Working is the second of 4 ascending skill levels	You can: diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Problem management Level: working Working is the second of 4 ascending skill levels	You can: initiate and monitor actions to investigate patterns and trends to resolve problems effectively consult specialists where required determine the appropriate remedy and assist with its implementation determine preventative measures
Service focus Level: expert Expert is the fourth of 4 ascending skill levels	You can: maintain focus on the entire life cycle of the service and ensure it’s at the forefront of readiness activities understand and communicate service benefits to end users ensure that service focus is championed within your team and actively recommend its adoption
Service management framework knowledge Level: working Working is the second of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: collaborate with user researchers and can represent users internally explain the difference between user needs and the desires of the user champion user research to focus on all users prioritise and define approaches to understand the user story, guiding others in doing so offer recommendations on the best tools and methods to use

You can:

maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
verify the location and state of assets

You can:

ensure the correct implementation of standards and procedures
identify capacity issues, and stipulate and instigate the required changes
initiate remedial action

You can:

manage high impact, complex change requests
ensure that release policies, procedures and processes are applied

You can:

work collaboratively in a group, actively networking with others
adapt feedback to ensure it’s effective and lasting
use your initiative to identify problems or issues in the team dynamic and rectify them
identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

explain the basic principles of IT standard continuity management processes and procedures

You can:

diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

take accountability for issues that occur and be proactive in searching for potential problems
achieve excellent user outcomes

You can:

initiate and monitor actions to investigate patterns and trends to resolve problems
effectively consult specialists where required
determine the appropriate remedy and assist with its implementation
determine preventative measures

You can:

maintain focus on the entire life cycle of the service and ensure it’s at the forefront of readiness activities
understand and communicate service benefits to end users
ensure that service focus is championed within your team and actively recommend its adoption

You can:

You have a Level 3 service management framework qualification
demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

collaborate with user researchers and can represent users internally
explain the difference between user needs and the desires of the user
champion user research to focus on all users
prioritise and define approaches to understand the user story, guiding others in doing so
offer recommendations on the best tools and methods to use

Role	Shared skills
Change and release manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Command and control centre manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Incident manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Problem manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Application operations engineer	Asset and configuration management Availability and capacity management Change management Continual service improvement Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus

Updates

Published 7 January 2020

Last updated 30 August 2024

30 August 2024

The skill level descriptions for 'change management' and 'continuity management' have been updated to improve clarity and ensure consistency across the framework. No change was made to the meaning of skill level descriptions.

31 May 2024

The indicative job grades for 2 role levels have been updated. Service readiness analyst has been updated from 'HEO and SEO' to 'EO and HEO'. Service transition manager has been updated from 'SEO and G7 to 'HEO and SEO'. This change is based on the latest data on the most common grades for these role levels across government.

30 August 2022

Lead service transition manager now includes the ‘service focus’ skill, at expert level.

7 January 2020

First published.

Service transition manager

What a service transition manager does

Service transition manager role levels

1. Service acceptance analyst

2. Service readiness analyst

3. Service transition manager

4. Lead service transition manager

Updates

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Cookies on Government Digital and Data Profession Capability Framework

Service transition manager

What a service transition manager does

Service transition manager role levels

1. Service acceptance analyst

2. Service readiness analyst

3. Service transition manager

4. Lead service transition manager

Roles that share service transition manager skills

Updates

Is this page useful?

Thank you for your feedback