Project and Service Introduction Manager

Location: Clapham Junction

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. To make an informal enquiry about this role, please contact Sarah Griffith at Interviews will take place through Microsoft Teams.

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 are 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…