Location: Wilmslow (relocating to Circle Square, Manchester from Sept 2026)
Why this role?
This is a strategic leadership role responsible for ensuring new and changed digital services are operationally ready, resilient and supportable before they go live.
As IT Service Introduction Manager, you’ll sit at a critical point between delivery and live operations, making sure services transition smoothly, risks are managed, and operational teams are set up for success.
If you enjoy bringing order to complexity, influencing senior stakeholders, and protecting live services while enabling change, this role offers real scope and impact.
About The Role
Reporting to the Head of IT Operations, you’ll be accountable for the end‑to‑end service introduction process across the DDaT directorate.
You’ll Work Closely With
- Project Managers
- Delivery Managers
- Product and Service Owners
- Operational support teams
What You’ll Be Doing
- Act as the single authority for service introduction and transition activity across DDaT
- Design, implement and improve service introduction processes within IT governance frameworks
- Assure operational readiness of new and changed services
- Coordinate service acceptance activity including testing, training, handover and go/no‑go decisions
- Review and improve service documentation (e.g. Service Definition Documents)
- Oversee creation and maintenance of runbooks, support models and escalation procedures
- Facilitate workshops to gather readiness requirements and feedback
- Define KPIs and metrics to measure service introduction success
- Identify and manage service transition risks
- Act as a key point of contact for senior stakeholders, building confidence and trust
- Ensure services meet internal governance and audit requirements
Who This Role Is For
- Have strong experience in IT operations or service management
- Have worked in service transition / service introduction roles
- Are comfortable working with multiple stakeholders and suppliers
- Understand ITIL practices (especially Service Transition & Service Operation)
- Are analytical, disciplined and process‑driven
- Can step up and provide support outside normal hours when required
Essential Experience
- Working in IT operational / service teams
- IT Service Management (ITSM), ideally in service transition or delivery roles
- Working with third‑party suppliers
- Applying ITIL practices pragmatically
- Managing complex readiness activity across multiple teams
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