Overview

This role is offered on a hybrid basis at UKHSA, based at one of our Core HQs. The organisation operates a hybrid working model where business needs allow. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual hours (approximately 3 days a week pro rata, averaged over a month) at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, or London).

Role

As a Service Design & Introduction Lead, 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.

Locations and team structure

We have three positions available. One of the three positions will be expected to matrix-manage their peers’ workloads (impacts, prioritises and allocates work). Line management responsibility remains with the G6 Head of Service Delivery.

Responsibilities

• 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 underpinning 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.

Qualifications and Skills

• Proven track record in leading service transitions, including managing the introduction and operational handover of new or changed services. Substantial experience in ensuring IT services are integrated into live environments, meeting business and operational requirements.
• Strong understanding of ITIL best practices, particularly in service transition and service management processes. Experience with ITSM tools and processes, including handling incidents, problems, and changes during service transitions.
• Excellent communication skills, with experience engaging both technical and non-technical stakeholders. Ability to translate complex technical issues into business-friendly terms and manage expectations during critical service transitions.
• Experience leading creation and review of Service Design Packs (SDPs) and ensuring service readiness before operational handover, with comprehensive service wraps to maintain long-term stability and performance.
• Ability to identify and manage risks and issues during service transitions, managing dependencies across teams to ensure smooth transitions and address emerging risks or performance issues.
• Experience working with third-party suppliers and internal teams to align service expectations, ensuring external providers meet SLAs and KPIs and integrating the service transition into operations.
• Desirable: prior experience in leading teams, which would be advantageous for the Matrix Management role.

Selection and Interview

• The role may include a face-to-face interview; remote interview may be offered in exceptional circumstances. Behaviours, technical skills and strengths will be tested at interview.
• You will be expected to deliver a 10-minute presentation during your interview on: Understanding of ITIL principles, especially around service transition and operations; using ITIL principles to ensure a smooth transition of a new IT service into live operations while maintaining service quality and minimising risk.

Eligibility and Other Information

Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security and nationality requirements may apply. Successful candidates must undergo a criminal record check and baseline personnel security standard checks. This role may require International Police Checks if you have spent time abroad.

Salary: National £54,416 – £64,485; Outer London £56,503 – £66,415; Inner London £58,589 – £68,344. Benefits include a Civil Service pension with employer contribution and learning opportunities.

For more information, please visit the UKHSA careers site: https://gov.uk/ukhsa/careers