Service Introduction Manager

Service Introduction Manager - Contract Outside IR35 - Hybrid Working - London

A Service Introduction Manager needed for a major client who will be responsible for transitioning new and or updated services into a live operational environment, acting as the key liaison between project teams and operational stakeholders to ensure a seamless and stable handover. It will be focused on Security Services and applications into the business.

This role involves managing the transition process, defining and verifying service acceptance criteria, mitigating risks, and ensuring operational teams are fully prepared to support the new service. Essential skills include strong project management, ITIL knowledge (particularly ITIL 3/4), and excellent communication and stakeholder management abilities.

Key responsibilities

• Manage the transition process: Oversee the entire process of introducing a new or changed service into the live environment, ensuring a smooth transition with minimal disruption.
• Liaise between teams: Act as the primary contact between project teams and operational stakeholders (including business, IT, and support teams).
• Define acceptance criteria: Work with project teams to ensure that Service Acceptance Criteria (SAC) are defined, met, and verified before the service is handed over to operations.
• Manage risk and issues: Identify, assess, and mitigate risks associated with the service transition, escalating issues as necessary.
• Ensure operational readiness: Conduct readiness assessments, ensure support models and documentation are in place, and oversee the "Early Life Support" phase to ensure full operational readiness.
• Facilitate sign-offs: Facilitate and manage the sign-off activities for service readiness and go-live decisions.
• Knowledge transfer: Create and manage documentation to support knowledge transfer, training, and ongoing support for the operational teams.
• Improve processes: Continuously improve the service introduction capability and processes.

Required skills and experience

• Proven experience in leading service transitions and managing the operational handover of new services.
• Strong understanding of ITIL principles, specifically service design, service transition, and service delivery.
• Excellent communication, stakeholder management, and influencing skills, with the ability to translate technical issues for non-technical audiences.
• Experience in project management and managing project governance.
• Strong decision-making and problem-solving skills.
• Ability to work effectively with cross-functional teams, including senior management and third-party providers.
• Familiarity with defining Service Design Packs (SDPs).

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Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003.