Service Design & Introduction Manager

Kingfisher; Southampton; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Diversity & Inclusion

Job summary

Kingfisher is seeking a Service Design & Introduction Manager to lead the design and introduction of new technology services into live operation, ensuring they are supportable and ready before transition to BAU. The role is based in our Southampton/Yeovil/Lille footprint with a hybrid model and about 12 days in the office.

The successful candidate will partner across IT projects, suppliers and business teams, shaping services that are fit for purpose and fully supportable, while embedding

Qualifications

• Experience in IT Service Management, Service Transition, Service Design or Service Introduction within a complex technology environment.
• Good understanding of ITIL practices and how they support the service lifecycle.
• Experience working across agile, waterfall and hybrid delivery approaches.
• Strong stakeholder management, influencing and communication skills across tech, business and supplier teams.
• Experience producing or assuring service management artefacts and operational readiness documentation.

Responsibilities

• Lead the Service Design & Introduction approach across projects, ensuring requirements are understood early and embedded throughout delivery.
• Develop and maintain service design documentation, including packages, acceptance criteria and operational readiness artefacts.
• Partner with technology, business and supplier stakeholders to shape services that are fit for purpose and fully supportable.
• Build strong relationships across teams with clear communication and stakeholder engagement.
• Assess readiness and provide go-live recommendations, warranty support and service acceptance.
• Identify risks and gaps, helping teams make informed decisions for successful outcomes.
• Drive continuous improvement of service design and introduction processes and share expertise with colleagues.

Skills

IT Service Management

ITIL practices

Agile/Waterfall/Hybrid

Stakeholder management

Service design artefacts

Job description

Overview

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas to life. Guided by our purpose Better Homes. Better Lives. For Everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.

We have an excitingopportunity for a new Service Design & Introduction Manager to join us, to lead on the design and introduction of new and changed technology services into live operation, ensuring they are supportable, operationally ready and aligned with business needs before transitioning into business as usual.

This role will work closely with IT projects across Group Technology and our wider business, so we are open to basing it out of our Southampton, Yeovil or Lille offices, with an expectation of 12 days a month in the office.

What's the job?

• Lead the Service Design & Introduction approach across assigned projects, products and programmes, ensuring service requirements are understood early and embedded throughout delivery.

• Develop and maintain service design documentation, including service design packages, acceptance criteria and operational readiness artefacts.

• Partner with technology, business and supplier stakeholders to shape services that are fit for purpose, fit for use and fully supportable.

• Build strong relationships across teams, providing clear communication and effective stakeholder engagement throughout delivery and operational phases.

• Assess operational readiness and provide recommendations for go-live, warranty support, early life support exit and formal service acceptance.

• Identify and manage risks, dependencies and service gaps, helping teams make informed decisions that support successful outcomes.

• Drive continuous improvement of service design and introduction processes, while sharing expertise and providing guidance to colleagues supporting transition activity.

What you'll bring

• Experience in IT Service Management, Service Transition, Service Design or Service Introduction within a complex technology environment.

• Good understanding of ITIL practices and how they support the service lifecycle.

• Experience working across agile, waterfall and hybrid delivery approaches.

• Strong stakeholder management, influencing and communication skills, with the ability to work effectively across technology, business and supplier teams.

• Experience producing or assuring service management artefacts, operational readiness documentation and service acceptance deliverables in large-scale technology environments.

How We WorkWe believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average, around 60% of your time will involve in-person collaboration.

What We OfferAn inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.

Diversity & InclusionOur customers come from all walks of life - and so do we. We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.