Job Title:  Consultant | ITSM | Bengaluru | Technology Strategy & Transformation

Job Description: Service Introduction Specialist

The Service Introduction Specialist will partner with Service Owners, Project Managers, and the Project Management Office to ensure that new services meet established standards, documented and are transitioned smoothly into BAU with all controls signed off before operational use. This role evaluates the quality of project outputs against Service Transition standards and policies, supported by approved evidence criteria.

Key Responsibilities:

·        Serve as the primary contact for Service Introduction on assigned projects/services, ensuring completion of all required checks.

·        Identify, manage, and escalate risks and issues related to Service Introduction, proposing and tracking mitigation actions with relevant process teams.

·        Collaborate with project managers to confirm that services/applications meet acceptance criteria and required standards, feeding into change management processes.

·        Ensure timely execution and completion of Service Introduction activities, reporting progress and taking proactive corrective actions as needed.

·        Build and maintain effective relationships with internal/external customers and vendor partners to meet Service Introduction objectives.

·        Deliver accurate performance reports (weekly, monthly, quarterly, half-yearly) to the platform services team within agreed timelines.

·        Review Platform Services performance, initiating service improvement and “go-to-green” plans when performance degrades.

·        Support Platforms/Deployment teams in conducting self-assessments and addressing identified weaknesses.

·        Escalate issues, process non-adherence, or unresolved conflicts as required.

·        Maintain up-to-date templates and ensure their availability in a common repository.

·        Regularly review and obtain sign-off for Service Introduction processes, roles, responsibilities, and documentation (at least biannually).

·        Provide support and advice to stakeholders as needed.

·        Ensure adherence to Service Introduction processes throughout all project lifecycle phases.

·        Act as an escalation point for operational services during all project phases.

·        Assess risks to operational support environments and ensure operational readiness documentation is maintained, including planning for Post Go Live Support (PGLS).

Required Experience:

·        Strong understanding of ITIL Service Management.

·        Experience in Service/Application Transitioning, Onboarding, and Offboarding.

·        Proven ability to drive improvements in Service/Application Introduction and Decommissioning.

·        Solid grasp of Incident, Problem, Change, Configuration, and Lifecycle Management processes.

·        Proficiency in generating reports and creating wireframes for dashboards.

·        Ability to proactively identify process defects and operational gaps, with a continuous improvement mindset.

·        Experience hosting governance meetings and tracking action items.

Soft Skills:

·        Excellent verbal and written communication.

·        Strong stakeholder management and relationship-building skills.

·        Proficiency with MS PowerPoint, Excel, Word, and other MS Office tools.

·        Ability to conduct review meetings with senior management and leadership.

·        Analytical thinking and effective problem-solving.

·        Sound judgment and decision-making.

·        Collaborative team player focused on achieving common goals.