IT Service Acceptance Manager

IT Service Acceptance Manager (IT Transition Manager)

📍 Location: Lingley Mere, Warrington (Hybrid Working)
🕒 Hours: Full Time, 37 Hours Per Week
📄 Permanent Role

Help Shape the Technology Behind Essential Services

At United Utilities, we deliver more than water. Every day, we provide vital services to millions of customers across the North West, helping to build a stronger, greener and healthier region.

As we continue to transform our technology landscape, we're looking for an experienced IT Service Acceptance Manager (IT Transition Manager) to lead the successful transition of new and changed IT services into live operation.

If you're passionate about IT service management, thrive on collaboration, and enjoy leading teams through complex change, we'd love to hear from you.

As our IT Service Acceptance Manager, you'll play a critical role in ensuring that new and enhanced IT services are fully prepared for operational support before going live.

You'll work closely with project teams and stakeholders to ensure all service acceptance criteria are met, giving the business confidence that solutions are fit for purpose, supportable, and ready to deliver value from day one.

Leading a small team of experienced Service Assurance Analysts, you'll provide direction, coaching and support while acting as a key escalation point and trusted expert within Technology Customer Services.

What You'll Be Doing

• Leading the IT service acceptance process for new and changed services
• Working with project managers and delivery teams to ensure all service acceptance criteria are achieved
• Reviewing services against operational, performance, support and quality requirements before deployment
• Managing and developing a team of Service Assurance Leads/Analysts
• Allocating workload and overseeing projects throughout the transition lifecycle
• Acting as an escalation point for service acceptance and transition-related issues
• Providing expert advice and guidance to stakeholders across the business
• Collaborating with colleagues across Technology Customer Services and wider technology teams
• Supporting the out-of-hours on-call rota (1 in 6), including weekends and bank holidays

What We're Looking For

You'll bring a strong background in IT service management and service transition, combined with excellent leadership and stakeholder engagement skills.

Essential:

• Experience in a similar IT Service Acceptance, Service Transition or Service Assurance role
• Team leadership and people management experience
• Strong ITSM knowledge and experience
• Good understanding of project management methodologies
• Experience of testing within the project lifecycle
• Excellent communication, customer service and stakeholder management skills
• Ability to work independently and confidently in a fast-paced environment
• Strong attention to detail and a methodical approach

Desirable:

• ITIL qualification or equivalent experience
• PRINCE2 or other project management qualification

About the Team

You'll join a committed, supportive and energetic team within Technology Customer Services.

Leading a small, experienced team of Service Assurance Analysts, you'll help drive consistency, quality and successful service transitions across the organisation. You'll also become part of the wider management team, working collaboratively with colleagues across multiple technology workstreams to deliver the best outcomes for our customers and business.

Why United Utilities?

At United Utilities, you'll be part of a FTSE 100 organisation with a strong social purpose, where your work directly supports communities across the North West.

We're committed to creating an inclusive workplace where everyone can thrive, develop and be themselves.

Alongside meaningful work, you'll enjoy a fantastic benefits package including:

✅ 26 days annual leave, increasing to 30 days with service, plus bank holidays
✅ Competitive pension with up to 14% employer contribution
✅ Up to 10.5% performance-related bonus
✅ Company-funded healthcare plan
✅ Gym and wellness discounts through MyGymDiscounts
✅ Best Doctors service
✅ Salary Finance and Wealth at Work support
✅ Employee Assistance Programme and Mental Health First Aiders
✅ EVolve Car Scheme
✅ ShareBuy scheme
✅ Flexible benefits through MORE Choices
✅ Enhanced parental leave packages
✅ Exclusive deals and discounts

Ready to Make an Impact?

If you're an experienced IT Service Management professional looking for your next leadership opportunity, join us and help ensure the successful delivery of technology services that support millions of customers every day.

About the Team

About the team

• You will lead a small team of Service Assurance Analysts, who are experienced in role
• You will be an escalation point for the team
• You will ensure workload is spread appropriately across the team, and manage in flight projects throughout the transition phase
• You will form part of my management team in Technology Customer Services, working collaboratively across the different workstreams
• You will be part of a committed, energised and supportive team that work together to make what we do a success

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.