Service Introduction Manager - Nottingham Hybrid - Delivery Manager I

Role Description

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.

Hurry & apply for a more detailed conversation!

#UST

Skills

transition management,service management,service delivery management,project management,