Job summary
- Main area
- Technology Services, Digital, IT Service Management
- Grade
- Civil Service: Grade 7
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job share
- Flexible working
- Job ref
- 919-CG-61649681-EXT
- Employer
- UK Health Security Agency
- Employer type
- Public (Non NHS)
- Site
- Core HQ
- Town
- Birmingham, Leeds, Liverpool, London (Canary Wharf)
- Salary
- £54,416 - £68,344 per annum, pro rata
- Salary period
- Yearly
- Closing
- 17/10/2025 23:59
Employer heading

Service Introduction & Delivery Manager
Civil Service: Grade 7
Job overview
As a Service Design & Introduction Lead at UKHSA, your primary responsibility is to ensure that digital and technology services supporting the agency’s critical public health mission are transitioned into live service safely, effectively, and in a way that supports operational readiness and long-term sustainability.
You will play a vital role in supporting UKHSA’s objectives to prevent, detect, analyse, respond to, and lead efforts against threats to public health—by ensuring services are robust, fit-for-purpose, and aligned with operational needs from day one.
We have three positions available. One of the three positions will be expected to Matrix manage their peers’ workloads. This involves impacting, prioritising and allocation of work. Line management responsibility will remain with G6 Head of Service Delivery.
Main duties of the job
- Lead the transition of projects and services into operation, working with delivery and enterprise teams, ensuring transition processes follow defined governance and align with the agency’s strategic priorities in health security
- Ensure all necessary people, processes, suppliers, and tools are in place to support operational teams, enabling the smooth handover of new/changed services into the live environment
- Drive transition activities to meet agreed delivery timelines without compromising the quality or safety of live services that underpin UKHSA’s public health operations
- Make evidence-based recommendations on service rollout approaches, early-life support, quality assurance, and handover planning to ensure services are deliverable and supportable across national and regional contexts
- Develop strong, trust-based relationships with project delivery teams, digital service management, technical teams, and third-party suppliers to anticipate challenges and overcome barriers collaboratively
- Manage risks, dependencies and priorities within service transitions to reduce operational impacts and support UKHSA’s critical capabilities in public health surveillance, emergency response, and health inequalities reduction
- Coordinate the onboarding of new services into UKHSA’s ServiceNow ITSM platform, working closely with project teams, service architects, support operations and commercial functions to ensure shared understanding of service responsibilities and performance expectations
Working for our organisation
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce. UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all. Please visit our careers site for more information https://gov.uk/ukhsa/careers
Detailed job description and main responsibilities
Essential Criteria:
- Proven track record in leading service transitions, including managing the introduction and operational handover of new or changed services. You should have substantial experience in ensuring that IT services are integrated into live environments seamlessly, meeting both business and operational requirements.
- Strong communication skills, with experience engaging both technical and non-technical stakeholders. You should be adept at translating complex technical issues into business-friendly terms and managing expectations during critical service transitions. You will be expected to influence decisions and drive alignment across diverse teams, including senior management, business stakeholders, and third-party providers.
- Experience in leading the creation and review of Service Design Packs (SDPs) and ensuring service readiness before operational handover. You will be responsible for ensuring that services meet acceptance criteria and are supported by comprehensive service wraps to maintain long-term stability and performance.
- Proven ability to identify and manage risks and issues during service transitions, ensuring they are mitigated or escalated as necessary. You will manage dependencies across teams, ensuring smooth transitions while addressing any emerging risks or service performance issues.
- Demonstrated experience working with third-party suppliers and internal teams to ensure alignment on service expectations. You will be responsible for ensuring that external service providers meet their SLAs and KPIs and that the service transition process integrates them seamlessly into the UKHSA’s operations.
- Strong understanding of ITIL best practices, particularly in service transition and service management processes. You will need to have experience working with ITSM tools and processes, including handling incidents, problems, and changes during service transitions.
Desirable criteria:
- Prior experience in leading teams would be advantageous for the Matrix Management role.
Selection Process Detail
This vacancy is using Success Profiles and will assess your Behaviours, Strengths, Experience and Technical Skills.
Stage 1: Application & Sift
Success Profiles
You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a:
- Application form (‘Employer/ Activity history’ section on the application)
- 1000 word supporting statement.
This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.
Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words.
The Application form and supporting statement will be marked together.
Longlisting:
In the event of a large number of applications we may longlist into 3 piles of:
- Meets all essential criteria
- Meets some essential criteria
- Meets no essential criteria
Those that ‘meet all essential criteria’ and those that ‘meet some essential criteria’ will be progressed to shortlisting.
Please note feedback will not be provided at this stage.
Shortlisting:
In the event of a large number of applications we will shortlist on the following criteria:
- Proven track record in leading service transitions, including managing the introduction and operational handover of new or changed services. You should have substantial experience in ensuring that IT services are integrated into live environments seamlessly, meeting both business and operational requirements
- Strong understanding of ITIL best practices, particularly in service transition and service management processes. You will need to have experience working with ITSM tools and processes, including handling incidents, problems, and changes during service transitions.
Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates
If you are successful at this stage, you will progress to interview & assessment
Feedback will not be provided at this stage.
Stage 2: Interview
Success profiles
You will be invited to a face to face interview. If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview.
Behaviours, technical skills and strengths will be tested at interview.
The Behaviours tested during the interview stage will be:
- Leadership (Lead behaviour 1)
- Communicating and Influencing (Lead behaviour 2)
- Managing a Quality Service
- Working at Pace
Lead behaviour 1 and 2 above will be used in tie break scenarios to break ties in scores at interview, if required.
You will also be expected to deliver a 10 minute presentation during your interview. The subject of this being:
- Understanding of ITIL principles, especially around service transition and operations
Using ITIL principles, how would you ensure a smooth transition of a new IT service into live operations, while maintaining service quality and minimising risk?
Interviews dates are yet to be confirmed.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).
Location
This role is being offered as hybrid working based at any of our Core HQ’s. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQ’s (Birmingham, Leeds, Liverpool, and London).
Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Salary Bands
National: £54,416 to £64,485
Outer London: £56,503 to £66,415
Inner London: £58,589 to £68,344
Security Clearance Level Requirement
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.
Person specification
Application Form and Supporting Statement
Essential criteria
- Application Form and Supporting Statement
Behaviours
Essential criteria
- Leadership (Lead behaviour 1)
- Communicating and Influencing (Lead behaviour 2)
- Managing a Quality Service
- Working at Pace
Presentation
Essential criteria
- Presentation
Strengths
Essential criteria
- Strengths
Documents to download
Further details / informal visits contact
- Name
- Carmelita Goodwin
- Job title
- Resourcing Support
- Email address
- [email protected]
- Additional information
For more information about the role, or to arrange and informal discussion, please contact the Hiring Manager, Romanara Khan via [email protected]
List jobs with UK Health Security Agency in Administrative Services or all sectors