Would you like to kick start your career in a supportive, collaborative and innovative company? 

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? 

Join our Service Introduction Team! 

The Service Introduction department is responsible for ensuring new and changed services, customers, and partners are introduced into live operations in a controlled, assured, and repeatable way. We sit at the intersection of sales, delivery, operations, and partners, providing the governance, coordination, and assurance needed to move from design to business-as-usual with confidence.

Success. The Softcat Way. 

Passion. Intelligence. Fun. Responsible. Community: these are the core values which define Softcat. We are one of the UK's leading IT infrastructure providers and a FTSE 250 listed company. We help customers to use technology to succeed, by putting our employees first.

As a Service Introduction Lead, you will take operational ownership for the introduction of new and changed services, customers, and partners across your aligned service tower(s). You are accountable for ensuring introductions are delivered in a controlled, assured, and repeatable way, protecting live operations while enabling the business to move at pace.

You will lead the day-to-day execution and evolution of service introduction for your tower, working closely with Service Architecture to design, implement, and continuously improve service-specific onboarding processes. You will govern adherence to the service introduction framework, processes, and quality standards, ensuring consistent outcomes and a high bar for readiness, assurance, and acceptance into service.

As the Service Introduction Lead, you'll be responsible for: 

• Owning and being accountable for the end-to-end operational execution of Service Introduction across your aligned service tower(s)
• Designing, implementing, and continuously improving service-specific onboarding runbooks in partnership with Service Architecture
• Governing adherence to the Service Introduction framework, processes, and quality standards, ensuring consistent delivery
• Acting as the senior escalation point for tower-specific introduction issues across sales, customers, partners, and internal teams
• Leading and driving tower-level service introduction performance management and continuous improvement actions
• Supporting, coaching, and inspiring direct reports, fostering strong delivery, accountability, and development

We'd love you to have:

• Proven experience leading a team and developing service introduction, service transition, or onboarding within complex, multi-tower or multi-supplier IT service provider environments
• Experience of Design Thinking or Human Centred Design concepts and practical execution
• Ability to effectively manage and resolve conflicts within the team and with stakeholders, fostering collaboration, maintaining positive relationships, and ensuring productive outcomes
• Ability to operate confidently across technical, operational, and commercial domains
• Demonstrated experience governing frameworks, processes, and quality standards, not just delivering within them
• Strong stakeholder management skills, with the confidence to act as a senior escalation point for customers, sales, partners, and internal teams

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!

Work in a way that works for you  

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:  

• Hybrid working – 3 days in the office and 2 days working from home  
• Working flexible hours - flexing the times you start and finish during the day  
• Flexibility around school pick up and drop offs 

Working with us  

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.  

Join us  

To become part of the success story, please apply now.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.  You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/ 

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.