About the Role:

We are seeking a seasoned Service Design & Introduction Manager to ensure the seamless introduction of new and changed IT services, collaborating with cross-functional teams to design supportable, secure, and resilient services while minimizing operational risk.

Key Responsibilities:

- Design and govern IT services through the complete service introduction lifecycle.

- Define and validate operational readiness and service acceptance criteria.

- Ensure services are secure, resilient, monitored, supportable, and compliant before go-live.

- Collaborate with Project, Product, Architecture, Operations, Security, and Engineering teams.

- Drive Go-Live readiness, Hypercare, and Early Life Support activities.

- Maintain service documentation, CMDB, service mapping, runbooks, and knowledge articles.

- Support ITSM processes including Change, Release, Incident, Problem, and Service Transition.

- Identify operational risks and recommend improvements to service quality and customer experience.

Required Skills:

- IT Service Management (ITSM) and ITIL v4.

- Service Design, Service Transition, or Service Introduction.

- Change, Release, Incident, Problem, and Configuration Management.

- ServiceNow or similar ITSM platforms.

- Cloud (Azure/AWS), SaaS, Infrastructure, and Enterprise Applications.

- CMDB, Service Mapping, Monitoring, Operational Readiness, and Go-Live Governance.

Nice to Have:

- ITIL Foundation (ITIL v4 preferred).

- ITIL Specialist, Agile, DevOps, Cloud, or SIAM certifications.