Senior Service Introduction Manager

About the job.

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network. 

As Senior Service Introduction Manager, you will play a key operational leadership role within our Service Introduction team, part of Digital Corporate & Shared Services and Digital Operations Services within the Digital Directorate at National Highways.

Reporting to the Head of Operational Service Design & Transition, you will lead the day-to-day delivery, governance and continual improvement of the Service Introduction function. You will manage and develop a team of Service Introduction Managers and Service Introduction Leads, ensuring a consistent approach to introducing new and changed services across our programmes, projects and technology portfolio.

Working as part of the Service Introduction leadership team, you will ensure operational requirements are identified early, embedded throughout delivery and successfully transitioned into live service. You will oversee Service Design, Service Transition, Acceptance into Service (AiS) and Early Operational Support (EOS), helping us deliver services that are operationally ready, resilient and sustainable.

In this role, you will:

• 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.

About you.

You will be an experienced and credible service management leader with a strong background in Service Introduction, Service Transition, Service Design or Service Management. You will have the confidence to lead and develop high-performing teams, establish effective governance and assurance arrangements, and influence stakeholders at all levels.

• Significant experience in Service Introduction, Service Transition, Service Design or Service Management leadership, including managing teams within a service management or project delivery environment.
• A 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.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this are our values of passion, integrity, safety, teamwork and ownership.

The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent