Service Transition Manager

Role Title

Service Introduction Lead

Business Area

CAPTG

Career Stream

P

Career Level

4

Location

Leeds; Manchester

Reports to

Head of Service Delivery

Number of direct reports

1-4

Number of total reports

Department Context

The Cox Automotive Product & Technology Group in Europe (CAPTG) is a collection of Product & Technology teams who together deliver & support all of the digital solutions for Cox Automotive and its businesses within the UK & Europe. Our mission is to deliver exceptional Products and Technology services that support our business operations and drive innovation. This includes Product Management, Software Engineering, Programme Delivery, Service, Infrastructure, Security, Architecture & Data. The Service & Infrastructure teams operate together as a function within that structure

Scope of Role

Reporting to the Head of Service Delivery, you will lead the end-to-end delivery of Product and Service introductions into live operations.

The role ensures all new or significantly changed services are successfully introduced in a controlled, supportable, and resilient manner.

The role governs and continuously improves service introduction standards across CAPTG, ensuring clear ownership, full readiness, and seamless transition from project delivery into BAU support.

Objectives for Role

Service Introduction Governance and Delivery

·       Act as the subject matter expert for service introduction, supporting all Cox Automotive CAPTG teams

·       Govern and enhance service introduction guidelines to ensure supportability, resilience, ownership, and accountability throughout the service lifecycle.

·       Own and maintain the service introduction portfolio, including scope, timelines, dependencies, deliverables, and required milestones.

·       Introduce new or significantly changed portfolio services with readiness and controlled transition

·       Monitor and report on service introduction performance through weekly/monthly updates, highlighting risks, issues, and mitigation plans.

·       Work closely with Infrastructure, Platforms, Network, Application Support, Product, Engineering, PMO/Project teams, Cyber Security and third‑party partners to ensure seamless onboarding and operational readiness.

·       Ensure alignment with ITSM processes, service catalogue, change governance, and transition planning frameworks.

·       Maintain predictable governance rhythms and forward‑looking transparency around upcoming service introductions

·       Contribute to the maturity of Service Delivery by enhancing onboarding experience, documentation quality, knowledge management, and service transition models.

Service Readiness and Acceptance

·       Ensure all operational processes are defined and agreed as part of Service Acceptance, including Incident, Request, Problem, Change and Knowledge Management integration.

·       Oversee the creation and approval of the Service Design Package/ Agreement.

·       Validate readiness of CAPTG tools, integrations, monitoring configurations, and access management.

·       Ensure all documentation (designs, support models, knowledge articles, acceptance criteria, testing evidence) is complete and meets the required Service Delivery standard.

Knowledge Transfer and Capability Uplift

·       Plan and facilitate knowledge transfer sessions for Infrastructure, Service Teams, and BAU support.

·       Identify training requirements for BAU teams and escalate gaps.

·       Communicate timelines, scope, quality expectations, and risk mitigation requirements clearly across stakeholder groups.

·       Drive structured workshops including transition kick‑off, operational readiness, and service discovery.

Leadership and Team Management 

• Line management of 1 direct report at present. This may increase in line with business demand.
• Lead and manage the Service Introduction team, ensuring effective performance management, professional development, and succession planning.
• Develop capability matrices, onboarding plans, and ongoing career development aligned with evolving service transition needs.

Skills, knowledge and experience

·       Strong understanding of ITIL 4, particularly Service Design, Transition, and Operation.

·       Proven experience delivering complex service transitions in enterprise environments.

·       Excellent stakeholder management across technical, operational, and vendor teams.

·       Ability to govern structured processes and embed predictable, repeatable delivery frameworks.

·       High capability in producing and reviewing service documentation and operational artefacts.

• Strong communication and workshop facilitation.

·       Knowledge of Agile/DevOps delivery models and product‑aligned organisations. (Desirable)

·       Experience with ITSM toolsets (preferably ServiceNow), including integrations and catalogue design.

Certifications

·       ITIL 4/5 Foundation—preferred.