Service Design & Transition (SD&T) Consultant (Outside IR35 Contract)

Duration: 6 months
 

Purpose of the assignment

TMHCC is undertaking a structured effort to bring governance, supportability, and operational control to a growing number of business-led (“unmanaged” or “shadow IT”) applications already in live use.

This assignment will execute Service Design & Transition (SD&T) processes retrospectively, ensuring that these applications are formally assessed, documented, and transitioned into sustainable IT-supported services.

The assignment will act as the delivery engine for SD&T, working across business and IT stakeholders to gather information, define support models, produce required artefacts, and secure formal sign-off for transition into BAU.

Success in this assignment will be measured by the number of applications successfully transitioned into governed, supportable services, with clear ownership and operational readiness established.

Rationale

Several applications are currently in use across the business without formal IT onboarding, governance, or support models. This introduces operational, security, and compliance risks.

The SD&T framework provides a structured approach to address this by ensuring services are supportable, compliant, and aligned to IT operating models .

However, unlike standard delivery scenarios, these applications:

• Are already live and in use,
• Lack formal documentation and ownership,
• Require retrospective application of SD&T processes, and
• Often need adaptation of standard processes to fit real-world constraints.

A dedicated contractor is required to execute SD&T, at scale, working through an initial backlog approximately ten applications) and expanding scope as additional applications are identified.

Key Responsibilities

SD&T Execution

• Execute the end-to-end SD&T lifecycle for unmanaged applications, including:
  • Initiation & engagement
  • Service Impact Assessment (SIA)
  • Planning & design
  • Transition & execution
• Apply SD&T principles pragmatically to retrospective scenarios, adapting where required
• Ensure services meet operational readiness, governance, and compliance expectations

Information Gathering & Analysis

• Engage with business stakeholders to understand:
  • Purpose and usage of applications
  • Business criticality and dependencies
• Collaborate with technical teams to understand:
  • Architecture, integrations, and risks
  • Existing support arrangements (if any)
• Identify gaps in documentation, ownership, and supportability

Artefact Creation & Management

• Own and produce SD&T deliverables, including:
  • Service Impact Assessments (SIA)
  • Operational Acceptance Criteria (OAC)
  • Service Definition Documents (SDD)
• Ensure documentation is complete, accurate, and aligned to standards
• Manage review cycles and incorporate stakeholder feedback

Support Model Definition

• Work with IT and business stakeholders to:
  • Define target operating models for each application
  • Identify and agree BAU support ownership
• Facilitate agreement on which IT teams will take ownership of services
• Ensure support models align with ITSM processes (Incident, Change, Release, etc.)

Stakeholder Management & Coordination

• Act as the central coordinator between:
  • Business users
  • Product teams
  • IT support teams
  • Architecture and governance functions
• Drive alignment and decision-making across distributed stakeholders
• Manage expectations in situations where:
  • Ownership is unclear
  • Documentation is incomplete
  • Processes need to be adapted

Backlog Management & Prioritisation

• Maintain a backlog of identified unmanaged applications
• Support triage and prioritisation based on:
  • Business impact
  • Risk exposure
  • Regulatory considerations
• Progress multiple SD&T engagements in parallel

Governance & Sign-Off

• Ensure all required artefacts are:
  • Completed
  • Reviewed
  • Formally signed off by relevant stakeholders
• Support transition into BAU with clear accountability and ownership
• Validate readiness for go-live governance checkpoints

Success Measures

• Number of unmanaged applications successfully transitioned into governed services
• Completion and quality of SD&T artefacts (SIA, OAC, SDD)
• Clear assignment of BAU ownership for each application
• Stakeholder sign-off achieved across all transitions
• Reduction in operational and governance risk associated with unmanaged IT
• Establishment of a scalable backlog and prioritisation approach

Exit Criteria

• All in-scope applications transitioned into BAU with agreed support models
• SD&T artefacts completed and signed off
• Backlog established and prioritised for future pipeline
• Knowledge transfer completed to internal teams for ongoing SD&T execution