Overview
The Service Design & Introduction Manager will play a critical role in ensuring the effective transition of IT services into operation for government-related projects. This role requires collaboration with various stakeholders, including project teams and suppliers, to develop service designs in line with ITIL processes. The contractor will contribute to service delivery effectiveness while maintaining service catalogues and coordinating between operational teams and projects.
Responsibilities
- Plan and coordinate resources for effective service transition into operation.
- Create service designs aligned with agreed service level targets.
- Document ITIL-based service support models.
- Ensure adherence to standard service delivery models and non-functional requirements.
- Maintain and update the Service Catalogue with accurate operational service information.
- Identify Operational Level Agreements and underpinning contracts for service operation.
- Develop standard service designs, service sheets, and user-facing materials.
- Document process flows for in-scope service support processes.
Requirements
- Proven experience in service design and introduction roles.
- Strong understanding of ITIL processes, with at least an ITIL Foundation Certificate.
- Experience in SLA reporting, KPIs, and trend analysis.
- Supplier management experience, preferably with ServiceNow.
- Excellent skills in Microsoft Office, particularly Excel.
- Strong communication skills across varied stakeholder levels.
- Ability to work independently while demonstrating strong team collaboration.