Service Management and Transition Lead

We are looking for….

An exciting opportunity to join a cutting-edge company which takes pride in serving 6m customers keeping them safe and warm every day. As the Service Management and Transition Lead at SGN you will have responsibility for overseeing the adherence to Service Level Agreements and leading the transition of services, including ensuring smooth delivery of services, root cause analysis as necessary, and leading the transition of new services or changes to existing services. Your role will also include overseeing the Transition Manager and Helpdesk Teams in the successful delivery of their roles, including process analysis, migration and monitoring, Tier 1 helpdesk delivery and adherence to applicable service level agreements.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• Establishing and maintaining clear service definitions and overseeing the performance of SLAs and KPIs
• Leading the transition of new processes and services , defining timelines, coordinating across departments, and managing governance forums to ensure smooth and timely transitions
• Championing the use of technology to automate and streamline processes
• Identifying and implementing continuous improvement initiatives to further enhance the efficiency and effectiveness

What you’ll need

• Proven experience in Service Management, including knowledge of best practices, enabling technologies and transition management
• Leadership & people management skills
• Excellent communication, negotiation and stakeholder management skills
• Strong Excel and computing skills, experience with statistical tools and methods and strong data analysis experience

We would prefer if you had relevant industry experience, either an ITIL Foundation Certification or a Project Management Certification (i.e. PMP, PRINCE2, Lean Six Sigma). However, if you don’t have all the qualifications, but think you have other applicable experience that would make you a good fit for the role, we would still love to hear from you.

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. Join us in making a real difference—today and for the future.