Job Title: IT Service Design Introduction Manager
About the Role:
We are seeking an experienced IT Service Design and Transition professional to play a pivotal role in ensuring that new and changed IT services are designed and transitioned into the live environment in a structured and compliant manner.
You will be at the forefront of operationalizing our client's transformation programme and regulatory commitments, specifically aligned with the European Central Bank (ECB) and DORA frameworks.
Main Responsibilities:
* Create and execute Service Design Packages (SDPs) for new or changed services.
* Define and validate service components such as SLAs, OLAs, and support models prior to go-live.
* Collaborate with technical teams to ensure services are resilient, scalable, and supportable.
* Ensure service readiness for various projects and maintain traceability of service design decisions.
* Support the implementation of operational resilience and service continuity capabilities.
* Contribute to the documentation and rollout of the Service Design & Introduction process.
* Standardise templates, workflows, and governance for service onboarding.
* Engage in training initiatives across delivery and operational teams.
* Liaise with stakeholders in Technology, Risk, Compliance, and Business to support service readiness.
* Participate in service readiness reviews and programme governance forums.
* Coordinate the development of support documentation and escalation procedures.
* Implement monitoring, alerting, and reporting aligned with organisational expectations.
* Identify opportunities to enhance service transition practices.
* Contribute to tooling and framework improvements within the service management domain.
Requirements:
* Proven experience in IT Service Design and Transition, preferably within financial services.
* Familiarity with ITIL v4 and service management tools (e.g., ServiceNow).
* Strong documentation and process design skills.
* Effective communication and stakeholder engagement capabilities.
* ITIL v4 certification.
* Project management certification.
* Proficiency in tools like Visio & SharePoint for documentation and process mapping.
* Background in enterprise architecture or solution design.
* Knowledge of DORA is advantageous.