Job Summary

Key Responsibilities

• Service Introduction & Transition Management

• Lead the end-to-end Service Introduction process for all inflight projects.
• Ensure new or changed services meet operational readiness criteria before go-live.
• Develop, review, and maintain the Service Design Package (SDP) for each service.
• Coordinate service acceptance testing, operational validation, and readiness assessments.
• Ensure smooth handover to BAU support teams with complete documentation and knowledge transfer.

• SIAM Framework Governance

• Operate within a multi-vendor SIAM model, ensuring clear roles, responsibilities, and interfaces.
• Facilitate collaboration between internal teams and external service providers.
• Ensure service components from multiple suppliers integrate seamlessly into the end-to-end service.
• Maintain RACI matrices, service models, and operational governance structures.
• Support continual improvement of SIAM processes and service integration practices.

• Stakeholder & Project Engagement

• Act as the primary point of contact between project delivery teams and operational support.
• Participate in project boards, design workshops, and technical reviews.
• Ensure operational requirements are captured early in the project lifecycle.
• Provide guidance on supportability, maintainability, and service design best practices.
• Communicate risks, dependencies, and readiness gaps to project and service owners.

• Documentation & Knowledge Transfer (including Service Design Package)

• Ensure all required documentation is delivered, including Service Design Package (SDP), support models, escalation paths, and SOPs.
• Oversee training and knowledge transfer sessions for support teams.
• Ensure asset and configuration details, monitoring and alerting requirements are documented.
• Maintain knowledge base articles and operational documentation.

• Operational Readiness & Acceptance

• Define and enforce service acceptance criteria.
• Validate that monitoring, backup, DR, security, and performance requirements are in place.
• Ensure support teams have tools, access, and resources required for BAU operations.
• Conduct post-implementation reviews and ensure lessons learned are captured.

• Continuous Improvement

• Identify gaps in service transition processes and drive improvements.
• Enhance templates, checklists, and governance frameworks for future transitions.
• Promote standardization across service introduction activities.

Skill Requirements

• Bachelor’s degree in IT, Engineering, or related field.
• 7–12 years of experience in IT service management, service transition, or project delivery.
• Strong understanding of ITIL v4 (Service Transition, Service Design, Service Operations).
• Experience with SIAM principles and multi-vendor environments.
• Proven experience creating and managing Service Design Packages (SDPs).
• ITIL or SIAM certification preferred.

Preferred Skills

• Excellent communication and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Ability to influence without authority across project and operational teams.
• Experience with service modelling, process mapping, and governance frameworks.
• Strong documentation and presentation skills.

5. Behavioral Competencies

• Ownership and accountability.
• Collaboration and cross-functional leadership.
• Structured and detail-oriented approach.
• Ability to manage ambiguity and competing priorities.
• Customer-centric mindset.

Other Requirements

This is a full-time role in a hybrid or on-site environment. The Inflight Projects to Support Lead reports to the Service Delivery Manager, Head of IT Operations, or SIAM Lead. The role involves close collaboration with project managers, architects, service owners, and support teams. Occasional travel may be required for project workshops or vendor coordination.