IT Service Introduction Manager

Job summary

IT Service Introduction Manager

Full time / Part time

Salary: £44,297-£49,813 with potential to further progression to £56,082 our pay progression scheme.

Location: Hybrid

Contracted to our Wilmslow office.

Our Wilmslow office will be relocating to Manchester city centre from 28 September 2026. Once the move takes place your contracted office will be Circle Square, Manchester. Through hybrid working we offer flexible home and office-based working opportunities and there will be times when you will be expected to attend the office to collaborate with colleagues or travel due to business need.

Job description

This role is a strategic leadership position accountable for developing, implementing and managing a robust service introduction process for the DDaT directorate. This role is responsible for assuring the operational readiness of new projects and services prior to their going live. You will own the end-to-end readiness process and be responsible for ensuring a successful and smooth transition into live service

Reporting to the Head of IT Operations, this role requires a broad understanding of the various specialisms across the DDaT directorate, as you will be accountable for assuring the successful introduction of new or changed IT services into live operation.

This role works closely with Project Managers, Delivery Managers, and Product/Service Owners providing advice, guidance and direction to ensure seamless transition and support for new services in the operational teams within DDaT.

You will need a strong customer-focus, to be resilient and adept influencing senior stakeholders, and be an expert at coordinating service transition activities across multiple teams.

Key Responsibilities

• Acts as the authority and primary point of contact for all service introduction and transition activities across the DDaT directorate – including all new products, services and projects delivering a solution into the live environment
• Design, implement, and continuously improve the Service Introduction processes as part of a broader IT governance framework
• Provide advice and guidance to project and product teams to assure that their service readiness
• Coordinate and manage service acceptance activities including testing, training, handover and go/no go decisions
• Review and revise existing service operational documentation (Service Definition Documents) in conjunction with wider organisation
• Oversee the development and maintenance of support documentation sets: including runbook templates, support model templates, and escalation procedures
• Facilitate workshops and meetings to gather requirements and feedback
• Lead the establishment of KPIs and metrics to measure service introduction success
• Identify and manage risks associated with new services.
• Acts as the single point of contract for senior stakeholders, building strong relationships and ensuring effective engagement to support service delivery to live services
• Evaluate and ensure current and future needs are met
• Ensure compliance with internal governance and audit requirements

Person specification

Essential criteria assessed at application stage

• Experience working in IT Operational / Service team with multiple stakeholders
• Proven experience in IT Service Management, ideally within a Service Introduction Transition or Delivery role.
• Experience with liaising with external third-party support partners
• Strong understanding of IT Infrastructure Library (ITIL) practices, particularly Service Transition and Service Operation.
• A demonstrable systematic, disciplined and analytical approach to work

Essential criteria assessed during interview:

• Excellent interpersonal skills and the ability to form effective working relationships at all levels
• Excellent standard of literacy and effective written communication skills for writing documentation and reports and meeting notes
• Good intellectual and analytical ability in order to assimilate often complex data or technical information and apply it to the operational activities of the ICO
• Strong time management, organised and delivery focused, good planning skills and process driven
• Ability to step up when needed and offer support even when outside normal hours if required

Benefits

Alongside your salary of £44,297, Information Commissioner's Office contributes £12,832 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.Please visit ico.jobs for full details, including salary and benefits.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Equality, diversity, and inclusion

The ICO is committed to promoting and enhancing equality, diversity, and inclusion. We are focused on developing a workforce that is representative of the communities we serve and together we are building an inclusive workplace where all of our colleagues have the opportunity to make a real difference. We are championing this through our Equality Diversity and Inclusion Board together with a number of staff networks. Read more about our commitment on our website.

Candidates with a disability who meet the minimum criteria for this vacancy will be invited to interview as part of the ICO’s commitment to the Disability Confident Scheme.

As part of the ICO’s commitment to our EDI objectives and creating a workplace that represents the communities and societies we serve, we guarantee an interview to candidates who declare they identify as belonging from an ethnic minority background and who meet the minimum criteria for this vacancy

If you are disabled or have an impairment and require an alternative application method, please email the HR team at recruitment@ico.org.uk

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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Contact point for applicants

Job contact :

• Name : recruitment@ico.org.uk
• Email : recruitment@ico.org.uk

Recruitment team

• Email : recruitment@ico.org.uk