Service Introduction Lead

Job Description: Inflight Projects to Support Lead (Service Introduction/Enablement Lead)1. Position OverviewThe Service Enablement Lead is accountable for two core responsibilities:(1) acting as the Operations Gatekeeper for all new and changed services, and(2) governing defined service management processes across the service lifecycle.As the Operations Gatekeeper, the role ensures that both new and existing services meet operational readiness standards before go‑live or major change, including readiness of monitoring, SOPs, runbooks, SLAs, CMDB, security, and support models. The Service Enablement Lead has the authority to approve, or block go‑live decisions based on operational risk and readiness outcomes.In parallel, the role provides governance and continuous assurance for key processes—Change Enablement, Release & Deployment Management, Service Validation & Testing, Knowledge Management, and Service Transition / Introduction—ensuring consistent execution, compliance, and service stability across a multi‑vendor operating environment.2. Key ResponsibilitiesService Onboarding & IntroductionLead end‑to‑end onboarding of new and changed services into BAU operations.Ensure clear service scope, ownership, and operational boundaries are defined before onboarding.Coordinate with Architecture, Projects, Security, and Operations teams to enable smooth service introduction.Validate service acceptance criteria prior to transition.Operational Readiness & Go‑Live AssuranceOwn the operational readiness assessment for all new services, enhancements, and transformations.Ensure go‑live approvals are granted only after all readiness checkpoints are met.Act as the final gatekeeper for “no‑go / go‑live” decisions from an operations perspective.Ensure hyper‑care and stabilization plans are defined and executed.Govern transitions from project teams, implementation partners, or outgoing vendors to operations.Ensure structured transition plans, KT schedules, and acceptance sign‑offs are completed.Monitor vendor compliance with agreed transition timelines and deliverables.Identify transition risks early and drive mitigation actions.Service Readiness Artifacts & ControlsEnsure availability, quality, and completeness of:Monitoring & alerting configurations (in line with SLAs & criticality)SOPs, runbooks, and operational proceduresSLAs, OLAs, and underpinning contractsCMDB entries including Business Services, CIs, relationships, and ownershipSecurity, backup, DR, and access controls relevant to the serviceEarly Life Support (ELS) GovernanceDefine and govern the Early Life Support (ELS) model for new and transitioned services.Ensure clear entry and exit criteria for ELS.Track ELS issues, defects, and performance deviations.Confirm formal handover to steady‑state operations post‑ELS.Processes GovernanceChange EnablementEnsure all changes are assessed for operational impact during design and planning stages.Validate readiness of change documentation, rollback plans, and impact analysis.Ensure change success rates meet defined thresholds before service acceptance.Release & Deployment ManagementGovern release readiness, deployment plans, and release calendars.Ensure releases are aligned with operational capacity and support readiness.Validate post‑deployment checks and stabilization outcomes.Service Validation & TestingEnsure operational acceptance testing (OAT) is conducted prior to go‑live.Validate non‑functional requirements including availability, performance, security, and recoverability.Ensure testing evidence is formally approved and stored.Knowledge ManagementEnsure structured knowledge transfer from projects/vendors to operations.Validate quality and completeness of knowledge articles, SOPs, and runbooks.Prevent dependency on individuals by enforcing centralized knowledge repositories.Service Transition / IntroductionGovern the full service transition lifecycle in line with ITIL practices.Ensure seamless handover from Build → Stabilize → Run phases.Maintain traceability from service design to operational execution.Stakeholder & Project EngagementAct 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.3. Experience RequirementsOverall Experience10–14 years of total IT experience6–8 years in Service Transition, Service Enablement, or Service Management rolesStrong exposure to enterprise‑scale IT environments (multi‑vendor, multi‑tower)4. Professional CertificationsMandatory (at least one)ITIL v4 (Minimum; Managing Professional)Equivalent Service Management certificationHighly PreferredITIL v4 Specialist – Create, Deliver & Support (CDS)ITIL v4 Specialist – Drive Stakeholder Value (DSV