IT Service Introduction/Transition Analyst

Company Description/ Business Unit

Location: Basingstoke (hybrid working 3 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus

Think the AA is just about roadside assistance? Think again.

For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as an IT Service Introduction/Transition Analyst means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.

#LI-Hybrid

This is the job

As an IT Service Introduction/Transition Analyst, you’ll play a key role in ensuring that new and changed IT services are transitioned into live operations smoothly, safely, and effectively. Working closely with project teams, architects, and operational colleagues, you’ll help assess service readiness, identify support needs, and ensure all acceptance criteria are met.

What will I be doing?

• Support the Service Introduction Manager in managing service transitions across a £6m project portfolio.
• Act as a quality gate for service readiness, ensuring all deliverables meet operational standards.
• Collaborate with IT Project Managers, Architects, and BAU teams to ensure effective governance and execution.
• Identify and mitigate risks, manage dependencies, and support continuous improvement through post-transition reviews.
• Design and maintain service introduction processes and documentation.
• Ensure compliance with ITIL best practices and internal policies.

What do I need?

• Proven experience transitioning IT services from project delivery into business-as-usual (BAU) environments.
• Strong understanding of ITIL service management practices, including Incident, Change, Problem, and Transition Management.
• Familiarity with the software development lifecycle (SDLC), including infrastructure, testing, and documentation requirements.
• Skilled in stakeholder engagement, with the ability to influence and collaborate across technical and non-technical teams.
• Experience with service design and introduction processes, including service validation, support models, and process mapping (e.g., using Visio).
• Working knowledge of tools such as ServiceNow and Jira, and awareness of Agile, DevOps, and ITIL methodologies.

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

#LI-HH