Senior Service Introduction Lead - Operational Readiness

National Highways; Leeds; On-site; GBP 85,000 - 100,000; Full time

Job summary

National Highways is recruiting a Senior Service Introduction Manager to lead the Service Introduction team within Digital Corporate & Shared Services as part of the Digital Directorate. You will shape governance, drive transition and ensure services are operationally ready across our programmes and technology portfolio.

You will lead a team, embed robust design and transition practices, and work with senior stakeholders to deliver resilient, sustainable services that meet business needs and

Qualifications

• Significant experience in Service Introduction, Service Transition, Service Design or Service Management leadership.
• Strong understanding of ITIL principles and service lifecycle management, with proven experience of operational readiness, Acceptance into Service and transition governance.
• The ability to manage risks, dependencies, resources and competing priorities, ensuring new and changed services are introduced in a controlled, sustainable and business-focused manner.
• Excellent communication and stakeholder management skills, with the ability to influence senior stakeholders and translate complex technical and operational considerations into clear business outcomes and recommendations.
• An ITIL 4 Managing Professional qualification, or equivalent, alongside practical experience of ServiceNow and related service management tools. Additional certifications such as SIAM or COBIT would be beneficial. Experience in the public sector or a highly regulated environment is also desirable.

Responsibilities

• Lead, manage and develop a team of Service Introduction Managers and Service Introduction Leads, promoting high performance, collaboration and consistent application of Service Introduction processes.
• Oversee Service Introduction governance, assurance and quality controls, ensuring new and changed services meet operational requirements and are successfully transitioned into live service.
• Provide leadership across Service Design, Service Transition, Acceptance into Service (AiS) and Early Operational Support (EOS), ensuring operational readiness and effective transition planning.
• Manage risks, dependencies, resources and competing priorities across a complex portfolio of programmes, projects and service changes, ensuring activities are delivered effectively and in a controlled manner.
• Build strong relationships with senior stakeholders across Digital Services and the wider organisation, using performance data, reporting and continual improvement to enhance service quality, operational resilience and customer outcomes.

Skills

Service Introduction

Service Transition

Service Design

Service Management

ITIL

ServiceNow

Stakeholder Management

Governance

Education

ITIL 4 Managing Professional

Tools

ServiceNow

Job description

National Highways is recruiting a Senior Service Introduction Manager to lead the Service Introduction team within Digital Corporate & Shared Services as part of the Digital Directorate. You will shape governance, drive transition and ensure services are operationally ready across our programmes and technology portfolio.

You will lead a team, embed robust design and transition practices, and work with senior stakeholders to deliver resilient, sustainable services that meet business needs and