Service Transition Manager

Service Transition Manager – Zscaler / Network Security Services

Location: London, hybrid (some days on site)

Contract: 12 months minimum, with the option to convert to permanent

Start: ASAP

About the role

Our client, a leading financial services organisation, is bringing its Zscaler cloud security service in-house. The service needs to move into a consistent, business-as-usual operating model. We’re looking for an experienced Service Transition Manager to own that journey from project to live service. You’ll make sure the service is fully supportable, documented and embedded before handover.

This role needs strong stakeholder skills as well as a solid technical and programme understanding. You’ll work closely with internal teams, so spending some time on site to build those relationships is important.

Key responsibilities

• Own the end-to-end transition and operational readiness plan, including service acceptance and production handover
• Coordinate project, engineering, service management, supplier and L1/L2/L3 support teams
• Make sure runbooks, support documentation, knowledge transfer and training are complete and fit for purpose
• Integrate the service into ITSM and ServiceNow processes, including the support model, escalation routes and SLA/SLO governance
• Identify and manage transition risks, issues, dependencies and mitigations through to closure
• Provide clear stakeholder reporting and track all transition actions to completion

Essential experience

• Proven track record as a Service Transition Manager, Service Introduction Manager or similar, moving services from project into BAU
• Strong ITIL/ITSM knowledge, especially service transition, service acceptance and operational readiness
• Excellent stakeholder management across technical teams, suppliers and senior leadership
• Experience coordinating multi-tier support models (L1–L3) and third-party suppliers

Desirable experience

• Transitioning network or security services such as Zscaler, SASE/SSE, zero trust, proxies or firewalls
• Hands-on ServiceNow experience, including support models, assignment groups and SLA configuration
• Background in banking or financial services
• ITIL certification (Foundation or higher, ideally Service Transition)

Why apply?

• A high-visibility role on a strategic insourcing programme
• 12+ month engagement with a genuine route to a permanent position
• Hybrid working, based in London

Interested? Apply with your latest CV or message me directly for a confidential chat.