Service Transition Lead

Job Title:  Service Transition Lead (Consultant / Senior Consultant)
Location:  London, hybrid (3 days per week in office)
Duration: 12 month FTC, subject to extension  
Start: ASAP 
    
At Pace, our consultants genuinely care about the impact our work has on our customers and their customers alike. We are ‘problem solvers’ who call on our collective experience, knowledge and skills to support customers to access benefits early.    
    
Our mission is to create environments that thrive for our customers; we enable this by providing transformation, process optimisation, and automation services, all with the aim of enabling our customers to harness human autonomy. 
  
We are reimagining how transformation services are delivered, taking a human-centered approach, and our work is having a material impact on people’s lives. If this resonates with you, we would love to hear from you.
 
The Opportunity
 
We’re seeking an experienced Service Transition Lead with professional services experience. This role is pivotal in ensuring alignment with the client’s strategic, operational, and compliance objectives. The ideal candidate will have full lifecycle IT service transition experience having led multiple previous assignments, be hands-on, credible with senior stakeholders, and able to operate across complex programme, contractual, and People landscapes .
 
Please note that this is an urgent requirement and we will prioritise applications with immediate availability.
 
Key responsibilities:
 

• End-to-End IT Service Transition leadership – Lead the full lifecycle of IT service transition, from discovery and ‘as-is’ mapping through to post-mobilisation optimization
• Process Discovery and Operational Readiness – Define current state operations and identify process-level risks, dependencies, and improvement opportunities across functions being outsourced (e.g., IT, HR, Finance)
• Vendor Procurement & Selection – Lead support market procurement processes from tender design through to supplier evaluation and selection
• Contract and SLA/OLA Definition – Support the development and refinement of contractual agreements, including robust SLAs and OLAs, ensuring clarity of responsibilities, breach protocols, and performance governance
• HR and People Transition Management – Navigate the most sensitive HR matters
• Change and Communications Strategy – Develop and execute a change and communications plan that ensures effective messaging to stakeholders at all levels
• Post-Mobilisation Oversight – Ensure the successful embedding of the future service, implement governance structures, and manage the supplier relationship through to business-as-usual.

 
Who you are

You’ll bring strong leadership and practical experience across the following domains:

• Minimum 5+ years’ experience in leading complex service transitions, ideally in regulated environments
• Proven track record of leading large-scale IT outsourcing or offshoring initiatives, ideally within legal, financial, or professional services sectors
• Expertise in defining and mapping ‘as-is’ processes with a clear appreciation for operational interdependencies
• Demonstrable experience of market procurement, supplier selection, and commercial negotiation
• Strong knowledge of contractual frameworks including SLAs, OLAs, breach protocols, and supplier governance
• Practical HR transition experience, including exposure to a broad range of  organisational change processes and change impact management
• Confident communicator able to engage and influence senior stakeholders, legal counsel, HR, and IT functions
• Strong project governance and reporting discipline, ensuring clarity, alignment, and accountability across global teams.

What’s in it for you?   

• A career-defining opportunity to be involved in a strategic, global programme – we build career capital at Pace!
• An opportunity to join a high-growth, scale-up consulting firm; we see an opportunity to make a material difference to how clients are served, and are on a mission to create environments that thrive for our clients.   
• A dedicated focus on your individual personal development: managed through annual performance appraisals, individual personal development plans, and our bi-weekly ‘continuous conversations’ programme.   
• Additional professional development is available through a personal training budget (subject to approval of a relevant business case)   

 
 
A competitive salary plus additional benefits including:  

• 25 days’ annual leave, plus an additional days’ leave for your birthday  
• Annual leave purchase: buy up to 10 additional days of leave per annum  
• Reservist leave: up to 10 days of paid leave to fulfil reservist commitments  
• Private health insurance*  
• AVIVA workplace pension scheme  
• AIG life assurance*   
• Save 30-60% on an electric car through The Electric Car Scheme* 

 
*applicable to permanent hires only. 
 
Your Pace team:    
    
Harnessing Human Autonomy is putting the needs of humans above all in process and system design.  
 
We are a consultancy that helps organisations become aware of the human needs and behaviours within their operations, so that systems and processes can be designed and implemented to match. We automate the basics and empower the human to achieve more in the beckoning age of AI and automation. The results are a more engaged, agile and motivated workforce capable of greater efficiency and innovation. 
 
Imagine If… you worked for a business that has integrity at its core, one that truly cares about its People, Corporate Social Responsibility and delivering real value to its customers.       
    
At Pace, we recognise that we are only as good as our people.  Apply today to find out about the great things we’re achieving together and the fun we have as a team.    

𝐖𝐞’𝐫𝐞 𝐨𝐩𝐞𝐧 | 𝐖𝐞 𝐭𝐡𝐢𝐧𝐤 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐥𝐲 | 𝐖𝐞 𝐨𝐰𝐧 𝐢𝐭 | 𝐖𝐞 𝐡𝐚𝐯𝐞 𝐟𝐮𝐧