IT Service Transition Manager

About us

Norton Rose Fulbright is a global legal practice. We provide the world's pre-eminent corporations and financial institutions with a full business law service. We have more than 4,000 lawyers based in over 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.

The role

Demand on our services has created an opportunity for an IT Service Transition Manager to join our national Information Technology team on a 12-month contract based in Melbourne or Sydney. The IT Service Transition Manager is responsible leading Service Transition across EMEAPAC, including the Service Transition framework, operating model development, risk management, process design, and service acceptance criteria.

The successful candidate will oversee all transition activities, including support model design, Early Life Support (ELS), service onboarding, and decommissioning. They will play a key role in preparing IT operations teams to effectively support new and enhanced services while maintaining high levels of service quality, stability, and customer satisfaction. Reporting to the Senior Program Manager, the key responsibilities and requirements for this role are as follows;

Responsibilities

• Own and improve the EMEAPAC Service Design and Transition framework
• Embed service, security, resilience and support requirements from project initiation
• Design and agree end-to-end support models, responsibilities and escalation routes
• Validate operational readiness, including ServiceNow, monitoring, access, knowledge and reporting
• Plan and govern Early Life Support through to formal closure
• Ensure support teams receive the required training, knowledge and runbooks before BAU handover
• Maintain transition plans covering deliverables, dependencies, owners, dates and risks
• Assure release, cutover, rollback and post-implementation arrangements
• Support controlled service retirement and decommissioning

Requirements

• Service Design, Transition or operational readiness experience in a large, complex organisation
• Recognised ITIL qualification and practical ITIL 4 knowledge is essential, advanced ITIL, project management or Agile certification would be highly regarded
• End-to-end transition experience across infrastructure, applications, cloud or enterprise services
• Experience defining service acceptance, support models, readiness evidence and Early Life Support
• Strong knowledge of core ITSM practices
• Strong stakeholder management, negotiation and communication skills
• Ability to manage concurrent transitions, risks, owners and deadlines
• Enterprise ITSM platform experience, ideally ServiceNow
• Experience in a global, legal or regulated organisation
• Knowledge of cloud, cyber security, resilience, DR and monitoring
• Relevant degree or equivalent experience

At Norton Rose Fulbright, you will be rewarded with genuine career prospects and an inclusive, high performing team environment renowned for its collaborative culture, passion for client service and professional development opportunities. Remuneration will be commensurate with relevant experience.

Norton Rose Fulbright values diversity and strives to create an inclusive environment. We are proud that Norton Rose Fulbright in Australia has been recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA) as well as a gold tier employer for LGBTI Inclusion through the Australian Workplace Equality Index. In 2025 we were re-accredited as a Family Inclusive Workplace and always encourage people to discuss flexible and hybrid work options with us.

We encourage Aboriginal and Torres Strait Islander candidates to apply.

To apply online click the 'Apply' button below. If you require any adjustments to the recruitment process or if the application portal is inaccessible to you, please don't hesitate to contact Yvette Borradale via (03) 8686 6003 or [email protected] for a confidential discussion.

If you are trans or gender diverse and would like a confidential discussion before applying, please contact Yvette Borradale (03) 8686 6003 or Scott Baker (02) 9330 8578.

Please be aware in the course of routine work some of our lawyers and teams can be exposed to details of trauma. The firm has controls in place including educational and psychological support. Our talent team can provide further details.