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Greater London, England, United Kingdom
Hybrid
Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.
As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.
To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact
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Role Title: IT Service Transition Manager – Global IT Service Management
Site Introduction
In 2021, pladis proudly opened the doors to our vibrant global hub, the MIU Campus. Located in the heart of Chiswick Park, West London. Just a short 5-minute walk from Gunnersbury Station, our campus is nestled within 33 acres of beautifully landscaped gardens, offering a welcoming and inspiring environment for all. Chiswick Park is home to both our UK and Global Corporate teams, bringing together diverse teams across the business.
What will this role achieve?
The IT Service Transition Manager is accountable for the successful transition of IT projects, changes and enhancements into live service across five global regions, ensuring services are operationally ready, stable and supportable from day one. The role ensures each new or changed service has a robust service wrapper, including support processes, escalation paths, ownership models and operational documentation, and acts as a key liaison between regional IT teams, third-party AMS partners and Service Desk providers.
What will be your key deliverables?
Principal Accountabilities
Service Transition Delivery
• Own the end-to-end service transition process for new services, applications and significant changes.
• Ensure transitions meet agreed Service Acceptance Criteria and include a complete operational service wrapper.
• Validate support model, support hours, incident/request/problem processes, escalation paths, monitoring, runbooks,
knowledge articles, RACI, CMDB and service catalogue updates.
• Ensure structured handover into Service Operations, including hypercare where required.
ITSM Delivery Oversight
• Oversee the effectiveness of ITSM processes as they relate to transitioned services across regions.
• Drive standardisation and consistency in transition execution and operational readiness.
• Identify readiness risks such as documentation gaps, unclear ownership or lack of monitoring, and drive resolution.
• Validate support team readiness, end-user readiness activities and formal service ownership acceptance.
Change & Release Readiness Governance
• Work with Change Enablement and Release Management to ensure changes are risk-assessed and operationally validated.
• Confirm deployment and rollback plans are complete and tested, operational impacts are understood and go/no-go
governance is in place.
• Provide transition readiness input into CAB and governance forums; ensure PIRs are completed and actions tracked.
Vendor & Partner Integration
• Act as the service transition integration point between internal IT teams and external AMS / Service Desk providers.
• Ensure suppliers receive knowledge transfer and understand service ownership, roles and escalation paths.
• Align suppliers to transition standards, common processes, tooling, SLAs and ways of working.
• Drive accountability across vendors for service quality, risks and early-life support outcomes.
Service Review & Continual Improvement
• Establish and operate a sustainable service review framework for transitioned services.
• Lead insight-driven service reviews covering SLA/XLA performance, incident/problem/change trends, stability and risk.
• Maintain and prioritise an improvement backlog with clear ownership and delivery.
• Capture lessons learned and embed improvements into transition standards.
Financial Responsibilities
People Management Responsibility
Bring your experience.
Essential
• Proven experience in IT Service Transition, ITSM or Service
Delivery roles in a global organisation.
• Strong working knowledge of Incident, Problem, Change and
Service Level Management.
• Experience defining and implementing service acceptance
and operational readiness criteria.
• Experience working closely with project/delivery teams to
transition services into BAU.
• Understanding of release and deployment practices and
operational impacts.
• Experience working with AMS providers and Service Desk
outsourcing models.
• Strong capability in managing shared accountability across
multiple suppliers.
• Ability to influence technical and non-technical stakeholders
with clear, structured communication and strong governance
discipline.
Desirable
• ITIL v3/v4 certification or equivalent experience.
• Experience in global FMCG / CPG environments.
Familiarity with SIAM principles in multi-supplier
environments.
• Experience using service management tooling, e.g.
ServiceNow, in transition and operational readiness
processes.
What will the interview process be?
pladis does also use both Psychometric and Aptitude tests to support our processes so you may be asked to complete these as part of your process. Some processes may differ, but we will keep you updated!
What does pladis offer you?
Our Values
Purpose led – We’re energised and guided by our purpose to bring happiness with every bite
Agile – We’re ever evolving, we never stand still, always improving for our customers and our consumers.
Positive – We’re highly motivated optimistic, courageous, and we inspire each other to be better
Resilient - We’re persistent in the face of setbacks, quick to adapt, learn and move forward
Collaborative – We gain strength from operating as one pladis, winning and succeeding together
Best mix of ingredients
pladis is an equal opportunities employer, like every great recipe we’re a thoughtful mix. A happy and inclusive place to work that’s as diverse as our consumers and the communities we support, live and work in, all around the world. Where every voice is heard, and difference is celebrated. Where fresh perspectives and new ideas help us grow and thrive.
Accessibility at Chiswick: Our Chiswick site has step-free access, accessible entrances nad lifts between floors to support with individuals with mobility needs. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to receive other benefits and privileges of employment, and where possible to perform key job functions.
pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.
We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business.
We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL.
