Senior Service Introduction & Transition Lead

National Highways; Leeds; On-site; GBP 90,000 - 120,000; Full time

Job summary

National Highways is strengthening its Digital Services function with Senior Service Introduction Manager roles to lead the Service Introduction team and ensure operational readiness across programmes, projects and technology portfolios. The role focuses on governance, service design, transition and EOS, delivering services that are resilient and sustainable.

You will manage a team, liaise with senior stakeholders, and apply ITIL principles to ensure successful live service transitions within a

Qualifications

• Experience leading service introduction, transition and design across complex programmes.
• Strong ITIL-based governance and assurance across portfolios.
• Experience in public sector or highly regulated environments is desirable.
• Familiarity with ServiceNow and related service-management tools.

Responsibilities

• Lead, manage and develop a team of Service Introduction Managers and Service Introduction Leads.
• Oversee Service Introduction governance, assurance and quality controls for new and changed services.
• Provide leadership across Service Design, Service Transition, Acceptance into Service (AiS) and Early Operational Support (EOS).
• Build relationships with senior stakeholders and use data to drive continual improvement and better customer outcomes.

Skills

Leadership

Stakeholder management

Communication

Governance

Risk management

Project delivery

Education

ITIL 4 Managing Professional qualification

Tools

ServiceNow

Job description

National Highways is strengthening its Digital Services function with Senior Service Introduction Manager roles to lead the Service Introduction team and ensure operational readiness across programmes, projects and technology portfolios. The role focuses on governance, service design, transition and EOS, delivering services that are resilient and sustainable.

You will manage a team, liaise with senior stakeholders, and apply ITIL principles to ensure successful live service transitions within a