Service Design & Transition Lead

Salary: £125,000 - 150,000 per year

Requirements:

• Proven service design and service transition experience within large-scale CRM and ERP transformation programmes.
• Strong Salesforce and SAP experience, ideally within complex enterprise environments.
• Solid understanding of ITIL service management, including incident, release and operational acceptance processes.
• Experience designing AMS and support models, including supplier and vendor management.
• Excellent stakeholder management skills with the ability to engage business, technology and service teams.
• Ability to produce practical documentation including TOMs, support models, RACIs and operational governance artefacts.

Responsibilities:

• Define the Target Operating Model (TOM), service strategy and support model for a new Salesforce, SAP and customer portal environment.
• Lead service design and service transition activities, ensuring operational readiness and acceptance into BAU.
• Establish AMS, support tiering, vendor management and product management processes.
• Define release management, incident management, governance, ELS and hypercare frameworks.
• Coordinate knowledge transfer, stakeholder engagement and transition planning across business, technology and third-party suppliers.
• Support procurement and supplier selection activities relating to ongoing service support.

Technologies:

• CRM
• ERP
• Incident Management
• Support
• ITIL
• SAP
• Salesforce

More:

We are supporting a major customer experience transformation programme to shape, design and transition a new Salesforce-based customer platform into live service. This is a 6-month contract with hybrid working, requiring 2 days on site in Worcester and offering up to £600 per day. The role sits across business, technology and operational teams, with the opportunity to influence service design, support strategy and ongoing product management for a high-profile programme involving Salesforce CRM, SAP integrations and a customer experience portal. Engagement is via umbrella company only, with tax and NI deducted at source. We are committed to respect, equality, diversity and inclusion, and we welcome applications from people of all backgrounds and perspectives.

last updated 39 week of 2026