Operations Readiness Specialist

Be the reason every service goes live successfully. At Maintel, delivering exceptional customer experiences starts long before a service goes live. We are looking for an Operational Readiness Specialist to join our Design & Transition team. This critical role ensures new and changed managed services are fully prepared for operational support, enabling seamless transitions from project delivery into live service.

You will collaborate with Project Delivery, Customer Operations, Technology Operations & Platforms, and Service Desk teams to ensure every solution is operationally ready, fully documented, and set up for long term success.

Vacancy Type: Permanent/Full Time

Location: London / Remote

Job Profile Document: Job Profile document

Service Transition & Operational Readiness

• Lead operational readiness activities for assigned services and solutions.
• Ensure all readiness criteria, quality gates and sign off requirements are completed prior to go live.
• Coordinate readiness reviews and support formal service acceptance processes.
• Work closely with operational teams to confirm support readiness and capability.

Documentation & Knowledge Management

• Produce comprehensive Operational Readiness Packs and Service Transition Packs.
• Develop and maintain runbooks, SOPs, escalation paths and knowledge articles.
• Ensure monitoring, alerting and support tooling requirements are documented and validated.
• Maintain high standards of quality, consistency and accuracy across all documentation.

Go Live & Early Life Support

• Support the management of Early Life Support activities following service launch.
• Coordinate issue tracking, escalation pathways and stabilisation activities.
• Capture lessons learned and support continuous improvement initiatives.
• Help ensure a smooth transition from project delivery into business as usual support.

Collaboration & Stakeholder Management

• Work closely with Project Delivery, Implementation, Solution Design and Network Provisioning teams.
• Gather and validate technical information required for operational handover.
• Partner with Customer Operations and Service Desk teams to ensure successful support readiness.
• Support governance processes by providing visibility of readiness progress and outstanding actions.
• Identify opportunities to improve transition quality and operational readiness processes.
• Contribute to the development of standardised templates, frameworks and quality controls.
• Champion a right first time approach to documentation and service transition.
• Support the ongoing maturity of Maintel's Operational Readiness function.

Essential Experience

• Experience in Operational Readiness, Service Transition, Service Delivery, Technical Documentation or Service Acceptance roles.
• Experience working within Managed Services, Telecommunications or IT Services environments.
• Proven experience producing operational documentation, runbooks, SOPs, service acceptance packs or handover materials.
• Experience collaborating with Operations, Engineering and Customer facing teams.
• Understanding of ITIL principles, particularly Service Transition and Early Life Support.
• Strong documentation, organisation and stakeholder management skills.

Desirable Experience

• ITIL Foundation certification.
• Experience with service management or project tools such as Autotask, Salesforce or similar platforms.
• Knowledge of one or more of the following solution areas:
• Unified Communications & Collaboration (UC&C)
• Customer Experience (CX)
• Security & Connectivity
• Exposure to technologies such as Microsoft Teams, RingCentral, Genesys Cloud, Zoom Contact Centre, SD WAN or SASE.
• Experience within highly regulated sectors including Healthcare, Financial Services or Government.

• 25 days holiday, rising to 28 days, plus bank holidays
• Company pension scheme
• Life assurance
• Enhanced sick pay
• Health care cash plan
• Private medical scheme (self and family)
• Income protection scheme
• Employee assistance line
• Discounts and cashback on shopping
• Discounted YorkTest home kits
• Free car parking (Blackburn site)
• Holiday trading
• Critical illness cover
• ULEV car leasing scheme
• Cycle to work scheme
• Gym membership
• Car breakdown cover
• Will writing service
• Annual salary review
• Bonus and commission arrangements
• Car allowances
• Recruitment referral scheme
• Various recognition schemes (e.g. long service awards)
• Modern offices with collaboration/meeting spaces
• Agile/remote working
• Technology to support agile/remote working
• Free tea, coffee, juices and snacks at offices
• Supported study
• Apprentice schemes
• Levy funded learning opportunities
• Individual development plans

You will deliver complete and accurate readiness documentation first time, ensure operational teams are fully prepared before every go live, reduce transition risk and improve service quality, support smooth Early Life Support and service stabilisation, build trusted relationships across delivery, engineering and operations teams, and contribute to the continuous improvement of Maintel's service transition capability.

This opportunity offers exposure to a broad portfolio of cutting edge technology solutions, work alongside experienced specialists, and play a key role in shaping how services transition into live operation. If you are passionate about quality, process, collaboration and delivering successful service transitions, we would love to hear from you.

Apply today.