Technology Service Design and Transition Manager

Job Details

Salary: Competitive

Hours: Full Time, 37.5 hours

Location: VHQ, Crawley, hybrid 3 days a week in the office

Contract: Permanent

Closing Date: 7th July 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell

Do you love designing smooth journeys? As our Technology Service Design & Transition Manager, you’ll be the architect behind how new tech services take flight, designing support models for new projects and ensuring they land seamlessly into business as usual (BAU). You’ll lead the charge on our Service Design and Transition framework, aligning teams and partners to ITIL v3 best practices, and keeping everything on course with clear dashboards and performance insights. If you thrive on orchestrating change with minimal disruption, this role’s got your name on it.

As the glue between projects and operations, you’ll be the go-to coordinator and facilitator, bringing people, plans, and processes together. You’ll shape what “good” looks like from a support perspective, working together with the Disaster Recovery and Business Continuity Manager, along with the EUX, delivery teams, and service management to make sure every project lands smoothly into BAU. With multiple projects on the go, your role is all about clarity, collaboration, and keeping things flying in formation.

Day to day

Some of your key responsibilities as a Technology Service Design & Transition Manager will include:

• Define, implement, and maintain the framework for Service Design, ensuring alignment with business needs and ITIL v3 principles.
• Develop and govern the Service Transition framework to ensure new or changed IT services are effectively transitioned into operational use.
• Collaborate with technology teams, business units, and external partners to ensure compliance with Service Design and Transition processes, fostering strong working relationships to drive engagement, secure buy-in, and manage expectations throughout the service lifecycle.
• Identify opportunities to improve Service Design and Transition processes through regular reviews, stakeholder feedback, and industry best practices.
• Ensure operational readiness criteria are met before services are transitioned to production, validating readiness through training, documentation, and support model alignment.
• Develop dashboards and reports to track the effectiveness of Service Design and Transition, ensuring key performance indicators (KPIs) are met.

About you

We are looking for someone with a strong background in IT service management, ideally with experience of working with technology teams and external service providers. We’d also love for you to demonstrate the following:

• Demonstrated experience leading IT service management initiatives, with a track record of delivering measurable improvements.
• Strong working knowledge of the ITIL v3 framework, with hands-on experience applying its principles in real-world environments.
• Proven ability to establish and manage IT governance frameworks that support consistency and accountability across teams.
• Demonstrated experience in using dashboards and reporting tools to track service performance, identify trends, and drive continuous improvement.
• Effective stakeholder management, with experience collaborating across technical and non-technical teams to align on service goals.
• Clear and confident communicator, capable of translating complex technical concepts into accessible updates for diverse audiences.

If this sounds like you, we would love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.