Salary: £65,000 - 65,000 per year Requirements: 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. Responsibilities: 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 organization. Partner closely with engineering, infrastructure, application support, cyber security, and platform teams to ensure operational readiness. 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. 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, and operational readiness reviews. Provide clear communication across stakeholders around timelines, risks, service scope, and operational readiness. 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. 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. Technologies: DevOps Support ITIL ITSM Security ServiceNow More: We are a major enterprise SaaS platform business based in Manchester or Leeds, currently experiencing significant growth and platform evolution across Europe. Our organization is investing heavily in the introduction of new products and services into stable live environments. The Service Introduction Lead will play a pivotal role at the intersection of product, engineering, and operations, ensuring every new platform capability is introduced in a controlled and supportable way. This role offers high visibility and the opportunity to shape and mature service introduction frameworks across our technology organization. last updated 11 week of 2026