Project & Service Introduction Manager

Team / Directorate: Service Management Team / Finance and Corporate Services

Starting salary:  £41,132  rising to £44,988 per annum through annual increments being paid each year (pro rata for part time applicants)

Contract type: Permanent

Work pattern:  Full time, 37 hours per week. Work as part of a flexible shift pattern to cover service hours.  You will also work as a ICT duty incident manager on an ‘Out of Hours’ rota.

Interview date: To be confirmed

Post number: 201868          (For office use only: H, TTJ)

The role

We are looking for a highly organised and proactive Service Transition Manager to join our Service Management team within the Digital, Data and Technology (DDaT) department at Natural Resources Wales (NRW)

This pivotal role will lead the end-to-end transition of digital projects into live operational services, ensuring that all activities align with NRW’s corporate project management methodologies and standards. You will play a critical part in ensuring that new or enhanced digital services are delivered smoothly, effectively, and with long-term sustainability in mind.

As Service Transition Manager, you will work closely with project and product teams—within DDaT and across the wider organisation—to coordinate the service acceptance process, ensuring that new services are supportable, secure, and ready for operational use.

You will also provide assurance to the Service Delivery Manager on the organisational and technical readiness to support services post go-live, helping to embed these services into business-as-usual operations.

The role requires a strong understanding of IT Service Management (ITSM) principles and the (Information Technology Infrastructure Library) ITIL framework, excellent stakeholder engagement skills, and a commitment to ensuring that new digital solutions are not only delivered—but successfully adopted and sustained across the organisation..

As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.

For informal enquiries, please contact Sarah Griffith at sarah.griffith@cyfoethnaturiolcymru.gov.uk

Interviews will be held on Microsoft Teams. 

Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. Appointments are normally made within 4 to 8 weeks of the closing date.

About us

Established in 2013, Natural Resources Wales (NRW) adopted a cloud-first strategy from the outset, free from legacy systems and large-scale migrations. Our Digital, Data and Technology (DDaT) department is structured into specialist teams that manage a multi-region Azure cloud environment supporting critical national services, operating 24/7.

Our technology estate is extensive and vital, including over 100 web applications, real-time modelling systems, public alerting tools, and IoT data from 650+ remote sites. This work supports public safety, environmental protection, and high-quality service delivery.

Looking ahead, NRW is investing in Wales’ digital capabilities by partnering with expert design and development firms. Through integrated delivery teams—combining internal staff and external specialists—we’re building capacity, expanding skills, and delivering outcomes aligned with our Digital and Corporate Strategies.

 

What you will do

• Plan and manage the development and delivery of projects, often aggregated into small programmes, within the major DDaT programmes of works to time, budget and quality using the NRW project management tools, frameworks and governance processes.
• Ensure that projects produce the required products to the required standard of quality and within the specified constraints of time, cost and DDaT technical compatibilities and that the products are capable of achieving the benefits defined in the business case presented to the solution design authority.
• Coordinate and advise on the business change requirements for DDaT implementations, working with business owners in line with the strategic approach set out in the Business Change Framework and ensuring that business change is timely and at an appropriate level.
• Influence key stakeholders and maintain partnerships internally and externally, enhancing the reputation of the DDaT department by responding to and resolving issues raised.
• Work with business leads and key users to build expert user networks for long term, sustainable support of applications, ensuring applications are rolled out with the appropriate guidance, training and support documentation.
• Build a culture of project management in DDaT through standard project management tools, guidance and frameworks to ensure project management is consistent and delivers successfully for the organisation.
• Ensure readiness of the service entering the Service Acceptance process to undertake evaluation.
• Delivering service design and Introduction guidance to the projects in accordance with current DDaT strategy and policies. 
• Plan, schedule and perform tasks which facilitate the operational effectiveness of the Service Design and introduction function.  
• Ensure all new Service Knowledge is available through the project and is made available to the Service Acceptance and Release manager for evaluation.                                              
• Support the users of the Service Introduction function to effectively deliver services into support while balancing the requirement to ensure the supportability and maintainability of the service being transitioned.
• Draft service support documentation and RACI, which make the support requirements understood by both the Customer and the DDaT resolvers
• Undertake health and safety duties and responsibilities appropriate to the post
• Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post
• Be committed to your own development  through the effective use of your personal development plan (known as Sgwrs).
• Any other reasonable duties requested commensurate with the grade of this role.

Your qualifications, experience, knowledge and skills

In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method.

1. ITSM / ITIL experience mandatory, ideally qualified in ITIL Foundation. 
2. Experience of working within a service management function. 
3. Excellent grasp of service design phase processes.
4. Excellent grasp of the transition-based functions especially Change and Release Management. 
5. Understanding of related ITIL functions especially release management, Incident and problem management.

Welsh language level requirements

Desirable: A1 - Entry level (able to use and understand simple, basic phrases and greetings, no conversational Welsh) previous Level 1

Please note if you do not meet the A1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Benefits 

This role will offer a range of benefits, including:

• Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme)
• 28 days annual leave, rising to 33 days
• generous leave entitlements for all your life needs
• commitment to professional development
• health and wellbeing benefits and support
• weekly wellbeing hour to use as you choose
• See full details for all the employee benefits you will receive.

Please keep reading

We’re passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.  

We are committed to equal opportunities and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.

We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.

We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.  

We are a Bilingual organisation which complies with the Welsh Language Standards.  Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills. 

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