Hybrid/ Remote Working
Private Medical Care
Pension Scheme

Service Transition Manager

Salary
Location Manchester/Hybrid
{Mergefield Value}
{Mergefield Value}

This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.

The role

As a Service Transition Manager, you will drive exceptional onboarding outcomes for Managed Services customers and for ANS. You'll take ownership of the customer experience throughout onboarding and ensure that ANS meets its internal onboarding KPIs.

Reporting into the Head of Managed Services as part of the MS Senior Management Team (SMT), you will work across all internal stakeholders involved in onboarding services for customers. You'll provide governance, own processes, lead continuous service improvement (CSI), manage escalations, and deliver customer‑facing support to the Customer Success Unit as part of onboarding engagements.

 

What will I be doing?

Governance

  • Improve and maintain reporting across all technologies.
  • Ensure STAC criteria are followed for every onboarding.
  • Train stakeholders involved in onboarding.
  • Deliver monthly onboarding status and service reports (STAC compliance, CSAT/NPS).
  • Attend IKOM and handover meetings to advocate for customer experience and ensure STAC and service acceptance are complete.
  • Identify onboarding risks, delays, and D365 governance gaps.

Customer

  • Maintain a customer‑obsessed approach from Sales to Service.
  • Provide customer‑facing onboarding support for CSMs.
  • Collect customer feedback through interviews and NPS.

Process Ownership

  • Own SDP19 Customer Onboarding and all Service Onboarding & Transition processes.
  • Ensure all required documentation is in place (STAC, onboarding materials, prerequisites).
  • Chair weekly MS Contract Board.
  • Oversee transition of new/changed services into BAU.
  • Define and manage onboarding escalation pathways.
  • Manage the VoC process.

Continuous Service Improvement

  • Enhance processes and tooling to improve efficiency and governance.
  • Drive improvement in onboarding including delivery efficiency, STAC version control, trend analysis, and customer satisfaction.
  • Work with Solution Area Leads to improve Book‑to‑Bill and overall customer onboarding experience.

What will I bring to the role?

  • Strong experience in CSM, IT Service Management or IT Operations
    • ITIL or Agile aligned
    • Managing customers (Internal or External)
    • Escalation management
    • Track record of delivering CSI at a customer, process or service level
  • Proven track record of delivering excellent service onboarding outcome for customers
  • Desire to build strong commercial understanding of business opportunities and risks relating to service onboarding
  • An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including exec
  • Someone who is organised and self-motivated
  • Strong time management and prioritization skills
  • Ability to influence and lead multiple stakeholders with different priorities

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace. 

Company benefits

  • As standard: 25 days’ holiday, plus you can buy up to 5 more days
  • A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
  • Private health insurance
  • Pension contribution match and 4 x life assurance
  • Flexible working and work from anywhere for up to 30 days per year (some exceptions)
  • Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
  • Company social events – get ready for a jam-packed calendar
  • Electric car scheme
  • 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.

Work from anywhere

Private Medical

Pension Scheme

Life Assurance

Volunteer Days

Electric Vehicle Scheme

Personal Development Days

Ride to Work Scheme

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in X days

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