Transition and Knowledge Manager
Why join Node4? Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200.
We usually respond within three days
Become a change maker and join Node4.
Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.
So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About the role
As the Transition & Knowledge Manager, you will play a pivotal role in collaborating with the Service Design Manager, Project Management team, technical delivery teams, service operations, and customer-facing functions to ensure the successful transition of new and changing services into the live environment in line with key deliverables. This dual-purpose role combines service transition process leadership with knowledge management governance to ensure that all services are introduced into operation in a controlled, supportable, and well-documented manner, reducing operational risk and ensuring readiness across support functions.
You will oversee and execute high-quality transition processes that enable a seamless customer experience from project initiation through to live service. In parallel, you will own and govern the knowledge management framework, ensuring robust knowledge lifecycle management, quality standards, and operational governance are embedded across transition and BAU activities. This includes defining knowledge policies, templates, review cycles, approval workflows, and ensuring that knowledge content remains accurate, consistent, searchable, audience-appropriate, and aligned to organisational standards.
The role will proactively define and implement operational best practices for service onboarding, in-life service management, and knowledge governance, embedding KCS-aligned practices to ensure knowledge capture and continual improvement are integral to both transition delivery and ongoing support operations. You will oversee knowledge health activities, including rationalisation of legacy content, maintenance of support documentation, and the adoption of AI-enabled knowledge capabilities with appropriate governance and controls.
Acting as a critical gatekeeper, you will champion a “Soft Landing” approach to service introduction, ensuring services are fully operationally ready before handover into live support. This includes validating operational readiness, support documentation, service processes, training materials, and knowledge assets to ensure support teams can effectively manage services from day one.
Responsibilities
Transition Management:
Your responsibilities will include:
Oversee the end-to-end transition process for new and modified IT services ensuring compliance across all supporting functional areas.
Ensure all transition activities are completed on time, within scope, and meet quality standards.
Act as the primary point of contact for all transition-related issues and escalations.
Ensure new Services have a fully developed end-to-end support structure throughout the Node4 operations ecosystem.
Ensure effective decommissioning of services that are deemed `end of life.
Ensure the weekly convening of the Service Acceptance Board (SAB) to facilitate the onboarding of new services.
Manage the ServiceNow Transition request queue by ensuring timely completion of service transition matrices (STM) and Service Acceptance Board (SAB) upon request.
Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Operational Acceptance Criteria (OAC).
Support in transitioning new services or technologies into support by working with the relevant delivery and support teams.
Knowledge Management
Own and govern the knowledge management framework, lifecycle, and quality standards.
Define knowledge policies, templates, review cycles, and approval workflows.
Ensure knowledge content is accurate, consistent, searchable, and audience appropriate.
Embed KCS aligned practices and ensure knowledge capture is integral to transition and BAU operations.
Oversee knowledge health, rationalisation of legacy content, and adoption of AI enabled knowledge capabilities with appropriate governance.
Collaboration:
Work closely with the Service Design Manager, Project Management, delivery, and operational teams to align transition activities with project timelines, operational readiness, knowledge governance requirements, and business objectives.
Act as the primary point of contact for transition-related issues, risks, escalations, and knowledge governance activities, facilitating effective stakeholder communication and coordination across the business.
Coordinate and chair the weekly Service Acceptance Board (SAB) to support the controlled onboarding, operational acceptance, and support readiness of new and modified services.
Process Development:
Develop, implement, and continually improve transition processes, governance frameworks, and operational best practices for service onboarding, in-life service management, service retirement, and knowledge lifecycle management.
Manage the ServiceNow Transition Request queue, ensuring Service Transition Matrices (STM), Operational Acceptance Criteria (OAC), knowledge requirements, and governance activities are completed accurately and within agreed timescales.
Embed Knowledge-Centred Service (KCS) aligned practices into transition and BAU operations, ensuring knowledge capture, documentation standards, and continual improvement are integral to service delivery and support processes.
Quality Assurance:
Ensure all new and changing services meet agreed quality standards, operational acceptance criteria, and knowledge management requirements to deliver a seamless customer experience through a controlled “Soft Landing” approach.
Maintain accurate, compliant, and audience-appropriate transition documentation, knowledge articles, and operational records in line with defined governance, legal, regulatory, contractual, and industry standards.
Oversee knowledge quality, review cycles, approval workflows, and rationalisation of legacy content, ensuring knowledge remains current, searchable, and operationally effective.
Ensure effective decommissioning of end-of-life services while supporting internal and external audit requirements related to transition, operational governance, and knowledge management activities.
Documentation and Training:
Own and govern the knowledge management framework, including knowledge lifecycle management, policies, templates, review cycles, approval workflows, and quality standards.
Create and maintain clear, accurate, searchable, and audience-appropriate operational documentation and knowledge content, ensuring knowledge capture is embedded throughout transition and support activities.
Coordinate training and non-functional readiness requirements for operational teams, while supporting the adoption of AI-enabled knowledge capabilities under appropriate governance controls.
Performance Monitoring:
Monitor and report on the performance, stability, operational readiness, and knowledge effectiveness of transitioned services, identifying and resolving post-transition issues to drive continual service improvement.
Track knowledge health, content usage, and governance compliance metrics to support ongoing optimisation of transition, support, and knowledge management processes.
IT Service Management:
Develop a strong understanding of the Node4 ITSM ecosystem and contribute effectively to its continual improvement and operational success.
Provide cross-functional support across IT Service Management disciplines, offering cover and collaboration across service tower functions as required.
Consistently demonstrate and promote Node4 values and professional standards, acting as a role model and ambassador for exceptional customer experience and service excellence.
This role requires a proactive, detail-oriented professional who is committed to maintaining high standards and driving service excellence within the organisation.
Skills & Qualifications:
As Transition Manager, you will be expected to demonstrate certain skills to fulfil the role successfully. These include:
An extensive grounding in Transition & Knowledge Management.
Experience supporting high growth.
Be an effective manager of your own time.
Enjoy working in a fast-paced and energetic environment.
Confidence to work and communicate with a variety of audiences in a professional manner.
Excellent time management skills and an ability to prioritise and multi-task.
Attention to detail and getting it right first time.
Ability to work proactively and to tight deadlines.
Good customer service skills and ability to proactively manage customer expectations.
ITIL qualified
Performance:
Performance will be measured against a set of monthly, quarterly, and annual targets as well as key performance indicators.
Targets will consist of:
Achievement of SLAs and or KPIs.
High score in the Service Assurance element of the Node4 customer satisfaction survey.
Transition activities delivered on time, within budget and to the required quality.
Accurate and clear documentation sets for all projects.
Delivery of approved service models.
Delivery of transition commitments.
Achievement of customer and Node4 committed outcomes.
Reporting:
The role reports to Head of ITSM, although interaction will be required with various departments across the business.
Monthly, Quarterly and Annual reports will be required (format to be agreed).
What can we offer you?
Hybrid Working
Private Medical Insurance or Company Paid Health Cash Plan
Employee Assistance Program
25 days holidays plus your birthday off
Option to purchase additional holiday (up to 5 days)
Company Pension Scheme
Life Assurance x 4
A diverse workforce
Employee investment with Node4 training Academy
Family savings and shopping discounts through the Node4 benefits portal.
Discounted Gym Membership
Modern facilities with open and welcoming breakout areas
Company Social events
Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.
Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
TAKE A LOOK AT OUR STORY
- Department
- Managed Services
- Role
- Service Management
- Locations
- United Kingdom
- Remote status
- Hybrid
- Employment type
- Full-time