Service Introduction Lead Location: Manchester or Leeds (Hybrid) About the Opportunity A major enterprise SaaS platform business is entering a significant period of growth and platform evolution across Europe. With multiple engineering squads delivering new capabilities, the organisation is investing heavily in how new products and services move from development into stable, scalable live environments. As Service Introduction Lead, you will play a pivotal role at the intersection of product, engineering and operations, ensuring that every new platform capability is introduced into live environments in a controlled, resilient and supportable way. This is a high-visibility role working across engineering, infrastructure, security, data and product teams, shaping how service readiness, operational maturity and platform governance are delivered at scale. If you enjoy operating where delivery meets operations, influencing complex platform ecosystems and bringing structure to fast-moving SaaS environments, this role offers real ownership and impact. The Role Reporting to the Head of Service Delivery, you will lead the end-to-end introduction of new products, services and platform capabilities into live operations. You will define and govern the frameworks that ensure new services are secure, stable, observable and fully supportable before they reach production. This role combines service transition leadership, operational governance and cross-functional delivery coordination within a modern SaaS platform environment. What Youll Be Responsible For Service Introduction & Platform Readiness Own the end-to-end service introduction process across a complex SaaS platform portfolio. Ensure new or significantly changed services transition into production in a controlled, resilient and supportable manner. Maintain full visibility of the service introduction pipeline, including milestones, risks, dependencies and delivery readiness. Define and improve service introduction standards, frameworks and governance models across the technology organisation. Partner closely with engineering, infrastructure, application support, cyber security and platform teams to ensure operational readiness. Operational Governance & Service Lifecycle Ensure all services entering production meet operational readiness requirements including: Incident Management Request Management Problem Management Change Management Knowledge Management Oversee creation and validation of service design packages and operational documentation. Ensure monitoring, integrations, access controls and operational tooling are fully configured and validated before go-live. Maintain clear governance around service catalogue alignment, operational ownership and lifecycle management. Cross-Team Collaboration Act as the central point of coordination between product delivery and operational support teams. Run structured readiness workshops including: Transition kick-offs Service discovery sessions Operational readiness reviews Provide clear communication across stakeholders around timelines, risks, service scope and operational readiness. Knowledge Transfer & Operational Enablement Plan and deliver structured knowledge transfer sessions to support and infrastructure teams. Ensure BAU teams are fully equipped with documentation, support models and operational runbooks. Identify capability gaps and ensure training and onboarding plans are in place. Leadership & Team Development Lead and mentor a small Service Introduction capability. Build capability frameworks and development plans as the service transition function grows. Foster a culture of operational excellence, ownership and accountability. What Youll Bring Strong understanding of ITIL service management principles, particularly Service Design, Transition and Operation. Experience introducing complex digital or SaaS services into live operational environments. Ability to coordinate across engineering, product, infrastructure and operational teams. Experience building and governing structured service introduction or service transition frameworks. Strong stakeholder management across technical, operational and vendor environments. Excellent workshop facilitation and communication skills. Experience with modern SaaS delivery environments, Agile or DevOps models is highly desirable. Familiarity with ITSM platforms such as ServiceNow. Why This Role is Interesting Work within a large-scale SaaS platform environment. Operate at the intersection of engineering delivery and operational excellence. Influence how new digital products move from development to live production environments. High visibility across platform, engineering and operations leadership. Opportunity to shape and mature service introduction frameworks at scale .