Service Introduction Manager

Career Type: Technology

Location: Commutable to Nottingham

In A Nutshell

The Service Introduction Manager is responsible for overseeing the introduction of new services and ensuring the seamless integration into existing business operations. This role involves coordinating with various internal and external stakeholders, managing risks, and ensuring that new services meet quality standards and business requirements before being fully transitioned into BAU.


  • Develop and maintain the service introduction plan for new services.
  • Define and document service acceptance criteria in collaboration with business stakeholders and BAU delivery teams.
  • Coordinate with project managers, service owners, and business stakeholders to ensure alignment on transition activities and timelines.
  • Develop joint policy framework with external stakeholders as required – i.e. ensure shared protocol definitions are agreed and documented.
  • Identify potential risks and issues related to the introduction of new services and ensure these are clearly documented.
  • Prepare and present reports on service introduction activities to update stakeholders on progress, risks, and issues.
  • Ensure comprehensive documentation is developed for new services, including overarching service model, operational procedures, support documentation, and user guides. (you don’t have to do this, but will make sure it gets done)
  • Plan and manage the transition of new services from project delivery to operational status.
  • Ensure a smooth handover to the service support teams, including the transfer of knowledge and documentation.
  • Monitor the performance of newly introduced services to ensure they meet expected service levels and performance metrics.
  • Conduct post-implementation reviews to evaluate the success of service transitions
  • Implement best practices and process improvements to enhance the efficiency and effectiveness of service introductions.

Key Skills

  • Minimum of 5 years of experience in IT service management, project management, or a related role
  • Strong project management and organizational skills.
  • Excellent communication and stakeholder management abilities.
  • Solid understanding of IT service management frameworks (e.g. ITIL).
  • Excellent communication, interpersonal and leadership skills.
  • Ability to work collaboratively with cross-functional teams
  • Strong attention to detail and commitment to quality
  • Detail-oriented with the ability to work under pressure and meet deadlines.
  • Good level of understanding of the customer lifecycle for an energy supplier is desirable, or the ability to learn quickly in a fast-paced tech environment.
  • Managing expectations of senior stakeholders both internally and externally with customer service focus.
  • ITIL Foundation or higher certification is highly desirable.
  • Project management certifications (e.g., PMP, PRINCE2) are a plus.
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