IT Service Transition & Delivery Analyst

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.


Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

About the Role

We are looking for an IT Service Transition & Delivery Analyst to ensure that new or changed IT services are transitioned smoothly into operational support. You will play a key role in service readiness, go-live coordination, and continuous service improvement, working closely with technical teams, project managers, and business stakeholders.

Key Responsibilities

Service Transition

• Coordinate service readiness activities and go-live planning
• Ensure support documentation, training, and SLAs are in place before handover
• Validate transition criteria and manage handovers to BAU teams
• Support creation of Service Design Packages (SDPs)

Service Delivery

• Monitor post-go-live performance and service metrics
• Manage risks to service stability and escalate where required
• Support improvement initiatives and vendor collaboration
• Act as an escalation point, including out-of-hours support rotation

Stakeholder Engagement

• Bridge communication between project, operations, and technical teams
• Communicate transition plans, readiness status, and key updates
• Participate in service reviews and continuous improvement meetings

Skills and experience needed:

• Proven experience in IT Service Management (ITSM), particularly in transition or delivery
• Strong understanding of ITIL (ITIL Foundation v3 or v4 preferred)
• Project management experience
• Experience with service readiness, go-live, and operational handovers
• Excellent documentation, communication, and stakeholder skills
• Strong analytical and problem-solving capabilities
• Ability to manage multiple projects in a fast-paced environment

** This role will require some on call & weekend work (rota)

Apply Now

Submit your CV and tell us why you're a strong fit for the role. We look forward to hearing from you.


Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]