Tower Lead - ServiceNow, IT Service Management

Job Summary

 1. Service Introduction Manager\\r\\n\\r\\nKey Responsibilities\\r\\n\\r\\n• Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program into the live service.\\r\\n• Ensure creation and submission of required documentation.\\r\\n• Ensuring that operational service requirements are articulated and delivered.\\r\\n• Act as escalation point for operational services during all project phases.\\r\\n• Ensure the Gate process are adhered to and provide support/advice to stakeholders by Suppliers\\r\\n• Ensure Suppliers provide status reporting on projects from a Service Introduction perspective.\\r\\n• Ensure assessment of the risks to operational support environments has taken place.\\r\\n• Ensure operational support teams have been fully engaged and are able to support the required services by Suppliers.\\r\\n• Ensure Early Life Support (ELS) has been planned.\\r\\n• Ensure Warranty support is provided and formal sign off on ELS has taken place prior to Project Release\\r\\n• Ensure supporting processes are being engaged e.g. Asset Management, Service Reporting, Change Management, Security, ITSC\\r\\n• Ensure that the Quality Gates are completed to standard by Suppliers.\\r\\n• Ensure service introduction management reporting is performed by all Suppliers.\\r\\n• Participate in Go/No go decisions with Suppliers.\\r\\n• Retain the Operational Readiness Documentation\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nSkills, Knowledge and Experience\\r\\n• Must be an experienced resource with knowledge & sound understanding of various IT technologies/domains.\\r\\n\\r\\n• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.\\r\\n\\r\\n• Understanding of foundational IT technical issues and relationships\\r\\n\\r\\n• Experienced in conducting IT risk assessments, IT service quality audits.\\r\\n\\r\\n• Ability to influence and lead technical conversations with various infrastructure support groups.\\r\\n\\r\\n• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills\\r\\n

Key Responsibilities

 1. Service Introduction Manager\\r\\n\\r\\nKey Responsibilities\\r\\n\\r\\n• Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program into the live service.\\r\\n• Ensure creation and submission of required documentation.\\r\\n• Ensuring that operational service requirements are articulated and delivered.\\r\\n• Act as escalation point for operational services during all project phases.\\r\\n• Ensure the Gate process are adhered to and provide support/advice to stakeholders by Suppliers\\r\\n• Ensure Suppliers provide status reporting on projects from a Service Introduction perspective.\\r\\n• Ensure assessment of the risks to operational support environments has taken place.\\r\\n• Ensure operational support teams have been fully engaged and are able to support the required services by Suppliers.\\r\\n• Ensure Early Life Support (ELS) has been planned.\\r\\n• Ensure Warranty support is provided and formal sign off on ELS has taken place prior to Project Release\\r\\n• Ensure supporting processes are being engaged e.g. Asset Management, Service Reporting, Change Management, Security, ITSC\\r\\n• Ensure that the Quality Gates are completed to standard by Suppliers.\\r\\n• Ensure service introduction management reporting is performed by all Suppliers.\\r\\n• Participate in Go/No go decisions with Suppliers.\\r\\n• Retain the Operational Readiness Documentation\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nSkills, Knowledge and Experience\\r\\n• Must be an experienced resource with knowledge & sound understanding of various IT technologies/domains.\\r\\n\\r\\n• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.\\r\\n\\r\\n• Understanding of foundational IT technical issues and relationships\\r\\n\\r\\n• Experienced in conducting IT risk assessments, IT service quality audits.\\r\\n\\r\\n• Ability to influence and lead technical conversations with various infrastructure support groups.\\r\\n\\r\\n• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills\\r\\n

Skill Requirements

Other Requirements