Service Introduction Manager (Service Design & Transition)
Nottingham – Hybrid (3 days per week onsite)
Contract (Inside IR35) or Fixed‑Term Employment
We’re looking for an experienced Service Design & Transition Manager to lead the successful introduction of new and changing IT services into live operations. This is a high‑impact role, working closely with senior stakeholders, delivery teams, and external partners to ensure services are operationally ready, resilient, and scalable from day one. You’ll play a pivotal role in bridging delivery and operations, ensuring that what is built can be effectively supported, operated, and continuously improved.
The Role
- Lead the design, transition, and introduction of new or enhanced IT services into Service Operations.
- Own Service Readiness through to go‑live, ensuring both functional and operational acceptance.
- Define and embed ITIL‑aligned service design and transition processes across the full delivery lifecycle.
- Develop and maintain Service Acceptance Criteria, Run Books, support models, and transition documentation.
- Partner with business and technology leaders, including executive‑level stakeholders, to manage expectations and outcomes.
- Lead change management activities to ensure smooth adoption and minimal service disruption.
- Manage and mitigate service risks, dependencies, and operational impacts.
- Lead negotiations around SLAs, OLAs, and underpinning support processes.
- Coordinate effectively with third‑party suppliers and multiple delivery partners, facilitating alignment and accountability.
- Support migration and dual‑running activities, ensuring operational continuity.
- Drive continuous service improvement, embedding best practices across delivery and operations.
- Contribute to the evolution of RunOps and operating models, including engagement of new or existing support partners.
What You Will Bring
- Proven experience in IT Service Management roles, with a minimum of 18+ months at management level in Service Design / Service Transition.
- Strong knowledge of ITIL frameworks and the full service lifecycle.
- Experience working across both Agile and Waterfall delivery environments.
- Demonstrated ability to lead and motivate teams, including line‑management and performance management experience.
- Excellent stakeholder management skills, with confidence engaging at senior and executive level.
- Experience supporting digital or web re‑platforming programmes, ideally within cloud‑hosted environments.
- Good understanding of modern architectures (cloud platforms, microservices, APIs).
- Awareness of migration considerations such as content, data mapping, integrations, SEO impact, and redirect strategies.
- Strong organisational skills, comfortable working independently using tools such as Jira, Confluence, and SharePoint.
- A pragmatic, solutions‑focused mindset with the ability to navigate complexity and ambiguity.
Key Skills
- Transition management
- Service management
- Service delivery management
- Project management
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