Service Introduction Lead – SIAM

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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