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Job Description

Insight Global is looking for a Service Transition Lead to join one of their financial services clients in Midtown, NYC. The Service Transition Lead will be responsible for ensuring new and enhanced IT services are designed, documented, and transitioned into production smoothly and consistently. Acts as the bridge between business stakeholders, delivery teams, and IT operations – confirming requirements before development and preparing services for operational support and user adoption. The IT Service Transition Lead will focus on early engagement and business analysis activity before development begins and will own service readiness activity after development including: service documentation, training enablement, and communications to targeted audiences. This is 1-2 days a week onsite in Midtown, NYC.

Key Responsibilities

•Gather and document business, functional, and non-functional requirements

•Translate needs into actionable requirements and acceptance criteria

•Assess service transition impact, risks, and readiness during intake

•Ensure operational, support, and compliance needs are addressed early

•Collaborate with architecture, security, and operations on service design

•Coordinate handoff from delivery teams to IT operations

•Manage transition risks, issues, and dependencies

•Create and maintain service documentation (runbooks, support models, knowledge articles)

•Validate documentation accuracy and accessibility for support teams

•Plan and deliver training for support teams and end users

•Develop materials and facilitate knowledge transfer sessions

•Ensure teams are prepared for incidents, requests, and changes post go-live

•Execute communication plans for service launches and changes

•Deliver clear, targeted updates to users, IT teams, and leadership

•Act as the central point for transition-related communications

•Enhance service transition processes, templates, and standards

•Monitor effectiveness and identify improvement opportunities

•Ensure alignment with ITIL practices

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

•1-2 years’ experience in business analysis or IT service management

•Bachelor’s degree in information technology, Business Administration, or a related field, or equivalent professional experience

•Strong knowledge of ITIL principles, especially Service Transition (ITIL v3) or Change Enablement and Service Design (ITIL v4)

•Proven ability to create and maintain service documentation, operational procedures, and knowledge assets

•Excellent written and verbal communication skills for conveying complex information clearly

•Strong stakeholder management and ability to collaborate across multiple teams

•Skilled at managing multiple initiatives in a fast-paced environment. •ITIL (Information Technology Infrastructure Library) certification

•Experience supporting service transitions in a DevOps or CI/CD environment

•Experience with IT service management tools (e.g., ServiceNow) for documentation, knowledge management, and change enablement

•Strong process improvement mindset with experience defining or refining IT service management practices

•Experience developing communications or training materials for enterprise IT services

•Experience coordinating training and knowledge transfer activities across technical and non-technical audiences