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We are an IT Solutions Integrator/Consulting Firm helping our clients hire the right professional for an exciting long-term project. Here are a few details.

Requirements

The
Service Introduction Lead
is responsible for leading the
end-to-end Service Introduction lifecycle
within a
SIAM (Service Integration and Management)
framework. This role ensures that
new or changed services
are effectively designed, transitioned, and embedded into operations with full readiness for sustainment.

The position requires strong expertise in
service design, service transition, process governance, knowledge transfer, and automation enablement
, working closely with
clients, vendors, and internal teams
.

Key Responsibilities

1. Service Design Leadership & Business Process Mastery

• 
  Lead and coordinate all
  Service Design phases
  :

  • 
    Alignment

  • 
    Discovery

  • 
    Prototype

  • 
    Implementation

• 
  Develop deep understanding of
  client business processes
  and operating models

• 
  Ensure service designs align with:

  • 
    SLAs / OLAs

  • 
    Compliance requirements

  • 
    Business and operational objectives

• 
  Engage
  vendors, SMEs, and architects
  to assess operational impacts of new services

2. Service Transition Planning & Execution

• 
  Lead
  Operational Impact Assessments (OIA)
  and present findings to governance forums

• 
  Develop, maintain, and execute
  Service Transition Plans

• 
  Coordinate:

  • 
    End-to-end process development

  • 
    Operational Readiness Testing (ORT) inputs

  • 
    Readiness and acceptance deliverables

• 
  Drive
  Production Readiness Check (PRC)
  and
  Transition-to-Operations
  approvals

• 
  Ensure smooth handover of services into
  BAU operations

3. Process Development & SIAM Governance

• 
  Author and maintain:

  • 
    New and updated
    processes

  • 
    Templates, playbooks, and operating procedures

  • 
    RACI models

• 
  Support SIAM governance bodies with:

  • 
    Process proposals

  • 
    Impact assessments

  • 
    Approval documentation

4. Knowledge Transfer (KT) Development & Delivery

• 
  Develop comprehensive
  Knowledge Transfer packages
  , including:

  • 
    Runbooks

  • 
    Operational Guides

  • 
    Training and onboarding materials

• 
  Deliver structured
  KT sessions
  to operations teams

• 
  Ensure:

  • 
    KT completion and sign-off

  • 
    Vendor-delivered KT for their service components

5. Automation & AI Enablement

• 
  Identify and embed
  automation opportunities
  within service workflows

• 
  Enable
  AI-driven insights
  for:

  • 
    Risk scoring

  • 
    Predictive forecasting

  • 
    Operational decision support

• 
  Collaborate with automation teams to drive efficiency and consistency

6. Reporting, Metrics & Continuous Improvement

• 
  Track and report on:

  • 
    Service introduction success metrics

  • 
    Risks, issues, and dependencies

  • 
    Lessons learned and improvement actions

• 
  Use insights to continuously refine:

  • 
    Service introduction processes

  • 
    Transition methodologies

  • 
    Governance controls

Stakeholder Engagement

• 
  Act as a primary interface with:

  • 
    Client stakeholders

  • 
    Service providers and vendors

  • 
    SMEs and architects

  • 
    Leadership and governance forums

• 
  Drive collaboration across
  multi-vendor, multi-tower environments

Tools & Key Artifacts

• 
  Service Design Packages

• 
  Service Transition Plans

• 
  Operational Impact Assessments (OIA)

• 
  Production Readiness Check (PRC) documentation

• 
  Knowledge Transfer materials

• 
  Operational Guides and Runbooks

Required Skills & Experience

Must Have

• 
  Strong experience in
  SIAM, Service Transition, or Service Design
  roles

• 
  Proven experience leading
  service introductions in complex environments

• 
  Strong understanding of:

  • 
    ITIL / SIAM frameworks

  • 
    Service lifecycle management

  • 
    Operational readiness and governance

• 
  Experience working with
  multiple vendors and suppliers

• 
  Strong documentation and process design skills

• 
  Excellent stakeholder communication and facilitation skills

Good to Have

• 
  Experience with
  automation and AI enablement
  in service operations

• 
  ITIL / SIAM certifications

• 
  Experience in regulated or large enterprise environments

Benefits