Service Design & Transition Lead

IT Infrastructure London, United Kingdom

  • Job Category:

    IT Infrastructure

  • Location:

    London, United Kingdom

  • Job Type:


  • Number of Openings:



Position at Tokio Marine HCC


Job Title: Service Design & Transition Lead

Reporting to: Head of Technology Enablement

Position Type: Permanent, Mon-Fri, 9-5





Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.  


Job Purpose:

This is a critical and challenging position reporting into the Head of Technology Enablement. The holder requires clear and strategic business understanding of IT, the services offered and how these support the day-to-day running of the business.

The SD&T Lead will be responsible for defining, documenting, delivering and improving the ITIL Service Design & Transition processes that forms part of the broader Technology Service Management operating model.

They will need to undertake a review of the existing processes specific to the role and drive the maturity roadmap for the function.


Key Responsibilities:

  • Define and document the relevant service acceptance criteria with Delivery teams, ensure they are achieved, and perform QA on SD&T deliverables as signatory on the SDD.
  • Direct engagement with several projects.
  • Be a champion of SD&T and look for any opportunities to expand the reach and scope of the team.
  • Call-out any risks you identify and have the ability to influence key stakeholders, including Delivery teams, to ensure those risks are addressed.
  • Review and aid the further development of the organisation's approach for Service Design, supporting the transition process and defining the acceptance criteria for transitioning new or significantly changed services into BAU operational support.
  • Promote and monitor project quality outputs to ensure they are fit for purpose and fit for use within operational services.
  • Engage directly with stakeholders to promote awareness and compliance with service transition quality plans and processes. 
  • Day to day line management duties with at least 1x direct report.


Performance Objectives:

This is a hands-on role, so direct engagement with a number of projects will be required. Management of a dedicated SD&T analyst will also be needed to support the number of projects in the portfolio.



Skills and Experience Specification:

  • Demonstrates a strong IT Service Management track-record having worked at a senior level for several years.
  • Experience of managing IT Services, using recognised frameworks, methods and tooling to a wide and diverse user base.
  • Experience of developing a constructive working relationship with Product Teams, Service Teams and business units.
  • Experience of using automated systems to support specific business functions or processes as well as Service Management toolsets.



  • Excellent interpersonal, verbal and written communication skills.
  • Good negotiation, influencing and problem resolution skills. Have the ability to articulate complex ideas in easy-to-understand business terms.
  • Be a role model by demonstrating a commitment to high performance standards while driving results.
  • Be able to positively influence and persuade others to take a specific course of action to ensure issues are managed effectively.
  • Can work autonomously under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. 
  • Be able to make decisions which impact the success of assigned work, i.e., results, deadlines and budget.
  • Performs an extensive range and variety of complex technical and/or professional work activities.
  • Undergraduate degree preferred or equivalent experience
  • ITIL Certification – foundation as a minimum



  • Financial Services sector experience, or experience gained in a highly regulated environment, is an advantage.




What We Offer


The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit for more information about our companies.


The Tokio Marine HCC Group of companies is an equal opportunity employer.  Please visit for more information about our companies.