Service Readiness Manager

Service Readiness Manager
Rate - £600 - £690
Clearance required: BPSS + SC submission to The client (BPSS to activate work order)
Nationality requirement: Single National
Location: Remote
Job Description:

The Service Readiness Manager is responsible for ensuring that new and changed services are fully prepared for deployment into live operation and support. Acting as the focal point between delivery teams, operational support teams, suppliers, and business stakeholders, the role provides governance and assurance that services meet agreed quality, security, supportability, and operational readiness requirements before go-live.

Key Responsibilities

Service Readiness & Operational Acceptance
Define and maintain Service Readiness and Operational Acceptance criteria for programme releases.
Assess readiness across people, process, technology, security, support, service management and operational processes.
Coordinate Operational Acceptance Testing (OAT) activities.
Ensure support teams have the capability, knowledge, documentation and tooling required to operate the service.
Facilitate readiness reviews and provide recommendations to governance boards regarding deployment decisions.
Service Transition

Coordinate transition activities between delivery and operational teams.
Ensure transition plans are developed, maintained and executed.
Verify service support models, processes and SLAs are in place.
Ensure service documentation, runbooks and knowledge articles are complete and approved.
Support supplier onboarding and transition activities.
Hypercare & Stabilisation

Coordinate early life support and hypercare activities.
Monitor service performance and defect resolution during stabilisation periods.
Ensure ownership for outstanding issues is agreed before transition to BAU support.
Produce lessons learned and improvement recommendations.
Risk & Governance

Maintain readiness dashboards and reporting.
Identify and manage service readiness risks and issues.
Present readiness recommendations to Programme Boards, Design Authorities and Service Acceptance Boards.
Support audit, compliance and assurance reviews.
Key Deliverables

Service Readiness Assessments
Operational Acceptance Reports
Release Readiness Reviews
Go-Live Recommendations
Defect and Risk Dashboards
Hypercare Plans
Transition Plans
Operational Support Models
Service Acceptance Packs
Lessons Learned Reports
Skills & Experience
Essential

Experience delivering large-scale digital, data or technology programmes.
Experience of Release Management, Service Transition and Operational Readiness.
Strong knowledge of defect management and quality assurance practices.
Experience working with multiple suppliers and delivery partners.
Strong stakeholder management and governance experience.
Experience presenting recommendations to senior leadership.
Understanding of Agile, Scrum and DevOps delivery approaches.
Experience using service management tooling including ServiceNow and Jira
Strong analytical, planning and risk management skills.
Desirable

ITIL Foundation or higher.
Experience in UK Government digital services.
Experience working in highly regulated environments.
Knowledge of Government Service Standard and service assessments.
Experience supporting cloud-based services (AWS).
Knowledge of cyber security and operational resilience requirements.
Central Government Specific Responsibilities
Support compliance with the Government Digital Service (GDS) Service Standard.
Ensure services are prepared for Alpha, Beta and Live service assessments where required.
Work closely with Service Owners, Senior Responsible Owners (SROs), Delivery Managers and Programme Directors.
Coordinate readiness across internal teams, arms-length bodies, third-party suppliers and managed service providers.
Ensure accessibility, security, operational resilience and support requirements are understood and met before go-live.
Support delivery of citizen-facing services by minimising operational risk during deployment and transition.

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