Lead Field Service Supervisor
| Posting date: | 11 September 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 October 2025 |
| Location: | Manchester, Greater Manchester |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | CityFibre Holding Ltd |
| Job type: | Permanent |
| Job reference: | REF3718I |
Summary
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 3 days a week.
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.
What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!
Joining us as an IT Service Transition Lead
We’re looking for someone to lead the design and delivery of our Service Transition processes, helping shape how new services move into live operation across CityFibre. You’ll be part of the IT Operations & Security team in Telford, working closely with stakeholders across the business and external partners to ensure best practice and continuous improvement. This is a key role in supporting our wider Service Management strategy and driving a culture of service excellence.
You’ll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.
This is some of what you can expect to be doing:
Design and implement mature Service Transition processes aligned to ITIL principles
Own and manage Service Transition processes in ServiceNow and other tools
Drive governance, compliance, and stakeholder engagement across the business
Create reporting dashboards to provide insight into Service Transition performance
Provide guidance and training on Service Transition to teams and senior leaders
Align Service Transition processes with security standards (ISO, TSA, CE)
What you’ll bring to the role
You’ll have strong experience in service management and a proactive approach to stakeholder engagement. You’ll also have:
Proven experience in implementing Service Transition models
Experience in governance tracking and compliance reporting
Relevant Service Management qualifications (e.g. ITIL)
Knowledge of Service Management tools and frameworks
Strong customer engagement skills
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Gold Covenant, are a Care Leaver Friendly Employer, and we’re a Disability Confident Leader. Working together with our Employee Communities, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.
#LI-KC1
Qualifications
-
Additional information
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.
What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!
Joining us as an IT Service Transition Lead
We’re looking for someone to lead the design and delivery of our Service Transition processes, helping shape how new services move into live operation across CityFibre. You’ll be part of the IT Operations & Security team in Telford, working closely with stakeholders across the business and external partners to ensure best practice and continuous improvement. This is a key role in supporting our wider Service Management strategy and driving a culture of service excellence.
You’ll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.
This is some of what you can expect to be doing:
Design and implement mature Service Transition processes aligned to ITIL principles
Own and manage Service Transition processes in ServiceNow and other tools
Drive governance, compliance, and stakeholder engagement across the business
Create reporting dashboards to provide insight into Service Transition performance
Provide guidance and training on Service Transition to teams and senior leaders
Align Service Transition processes with security standards (ISO, TSA, CE)
What you’ll bring to the role
You’ll have strong experience in service management and a proactive approach to stakeholder engagement. You’ll also have:
Proven experience in implementing Service Transition models
Experience in governance tracking and compliance reporting
Relevant Service Management qualifications (e.g. ITIL)
Knowledge of Service Management tools and frameworks
Strong customer engagement skills
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Gold Covenant, are a Care Leaver Friendly Employer, and we’re a Disability Confident Leader. Working together with our Employee Communities, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.
#LI-KC1
Qualifications
-
Additional information
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.