Head of Service Readiness & Enablement (IRE)

About Origina
Origina is a rapidly growing global challenger technology company on a mission to stop unnecessary technology change by helping enterprises to extend protect and enhance their software assets. We believe organisations should be free to run their systems for as long as they choose - without being pushed into costly unwanted upgrades that dont align with their strategy so we step in to provide an alternative from the original vendor.

Were scaling fast with a clear path to 0.5 billion in the next five years and expanding our presence across Europe the US and Australia. As a leading force in independent enterprise software support we help the worlds largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.

If youre energised by growth excited by change and motivated to help customers challenge long-standing industry norms this is the team to join. At Origina youll be part of a bold fast-moving global business where your impact will be felt immediately.

The Role

You will be responsible for turning approved service ideas into services the business can actually run.

This role sits between innovation and operations. Its purpose is to ensure that every service Origina launches is operationally sound repeatable and ready to scale so that Customer Operations can deliver it with confidence and Sales can represent it accurately and safely.

If the Innovation function proves an idea is worth pursuing service readiness & productisation proves that it works in the real world.

What Youll Be Responsible For

• Own the full Blueprint > Pilot > BAU lifecycle for new services: This includes designing pilots defining what success looks like running structured pilots in partnership with Customer Operations and the Service Manager role and making clear go/no-go recommendations.
• Translating service blueprints into operational reality: You will develop the SOPs process maps tooling requirements and role definitions required for consistent delivery. During pilots and pre-BAU phases you will help stabilise services through hypercare and iteration ensuring issues are resolved before they reach scale.
• Own Originas Service Knowledge Base: This is the single source of truth for what Originas services are how they work when they should be used (and when they should not) and how they help customers reduce OEM dependency. Maintaining clarity and consistency here is a core accountability.
• Capturing service success stories and value intelligence: Rather than acting as a content or marketing team you will identify patterns of success outcomes achieved and why services mattered and feed these structured insights into Sales & Marketing.
• Managing incremental OEM diversification governance: This includes managing technical fit checks licensing positions GIEs and risk assessments maintaining a clear and up-to-date supported portfolio and escalating gaps or opportunities into the Innovation Incubator where deeper work is required.
• Work closely with Customer Operations to ensure pilots are executed properly delivery teams are enabled and global service standards are consistently applied.

About you

You are likely to have a background in service design operations transformation or productisation within complex enterprise environments. You are structured but pragmatic comfortable working across teams and motivated by building things that scale cleanly. You care deeply about clarity repeatability and execution quality.

• Proven experience in service design and transition within IT services managed services or SaaS support.
• Strong grounding in service management frameworks (e.g. ITIL) with a pragmatic and commercial mindset.
• Demonstrated ability to map customer journeys and embed governance and quality standards.
• Extensive background in customer operations enterprise support services or consulting.
• Track record of delivering scalable processes and coaching internal teams to adopt them.
• Experienced service management leader with a hands-on outcome-driven approach.
• Able to translate technical expertise into structured repeatable customer-facing services.
• Skilled in change management and communication - able to position CAB support and proactive assurance as value-add.
• Comfortable working across mixed teams and stakeholder groups.
• Not just an advisor - someone who will build the playbook and lead the first executions.

What Success Looks Like

Success in this role shows up as faster and safer service launches fewer delivery escalations and the elimination of tribal knowledge. Sales and Operations should have high confidence in what Origina supports and how services are delivered. Over time this function enables growth without heroics through structure clarity and repeatability.

What This Role Is Not

This role does not invent net-new services conduct deep R&D deliver services day-to-day execute marketing campaigns or own revenue targets. Its purpose is to turn innovation into trust not to replace other functions.

What we offer

• Competitive compensation that rewards achievement
• Hybrid flexible working model
• Family Health Dental & Vision Insurance from day 1
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
• Generous Maternity & Paternity leave policies
• 6% Pension match
• 200 annual wellness benefits
• 1000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• Adedicated Volunteer Day to give back to your community and support meaningful causes
• Employee Assistance Programme
• An inclusive environment with regular events organised by Engagement and Diversity Committees

Dont worry if you dont meet ALL the requirements if you feel you would be a great fit for this role we would love to hear from you! At Origina the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness Trust Relationships and Opportunities.

Origina is an equal opportunity employer and were proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race colour religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry physical or mental disability military or veteran status or any other characteristic protected by applicable law.

By submitting your application you agree that Origina may collect your personal data for recruiting global organisation planning and related purposes. Originas Candidate Privacy Notice explains what personal information Origina may process where Origina may process your personal information its purposes for processing your personal information and the rights you can exercise over Originas use of your personal information.

Required Experience:

Director