Design Strategist

Job Summary

We are seeking a Service Design & Transition Analyst to support the design, governance, validation, and transition of new or changed IT services into live operations. The role will ensure services meet business and operational requirements, are fully documented, and are ready for a smooth and controlled handover to support teams.

The ideal candidate will have strong experience in IT Service Management (ITSM), ITIL, Service Design, Service Transition, Service Validation & Testing, Change Enablement, and ServiceNow.

Roles and Responsibilities

• Support the design and transition of new and changed IT services into operational environments.
• Ensure services meet defined business, technical, operational, and support requirements before go-live.
• Apply ITIL v3/v4 practices across Service Design and Service Transition activities.
• Coordinate service validation, testing, readiness assessments, and operational acceptance.
• Develop and maintain service documentation, including Service Design Packages (SDPs), SLAs, support models, operational procedures, and transition plans.
• Identify transition risks, dependencies, issues, and operational gaps and ensure appropriate mitigation.
• Support change enablement and ensure changes are properly assessed and prepared for implementation.
• Coordinate with IT operations, engineering, service owners, business stakeholders, and external partners.
• Ensure effective knowledge transfer and operational handover to support teams.
• Support continual service improvement and identify opportunities to improve service quality and operational efficiency.
• Ensure transition activities are completed in accordance with established ITSM governance and processes.

Required Skills & Experience

• 4+ years of experience in ITSM, IT Operations, Service Management, Service Design, or Service Transition.
• Strong understanding of ITIL v3/v4 frameworks and practices.
• Hands-on experience with:
  • Service Design
  • Service Transition
  • Service Validation & Testing
  • Change Enablement
  • Service Readiness
  • Operational Handover
• Experience supporting or managing the transition of enterprise IT services into live operations.
• Strong experience with ServiceNow or other ITSM platforms.
• Experience creating and maintaining service documentation, including SLAs, SDPs, support models, transition plans, and operational procedures.
• Strong risk identification, assessment, and mitigation skills.
• Excellent stakeholder management and communication skills.
• Ability to collaborate effectively with global, cross-functional teams.
• Strong customer-service and continual-improvement mindset.
• Ability to work effectively with internal teams, vendors, and external partners.
• Adaptable and comfortable working in evolving IT environments.

Preferred Qualifications

• Experience in the Financial Services industry is a plus.
• ITIL certification is preferred.
• Experience with enterprise-scale service transformation or complex IT transitions is advantageous.