Service Introduction Lead

at  Amach

ABOUT US:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
The Service Introduction Lead is accountable for creating and maintaining a mature fit for purpose and scalable Service Introduction strategy, building awareness and a broad understanding of what good service introduction practices and usage look like. They work closely with their colleagues in both Delivery & Service Management, in particular Change Management, early in the development and delivery lifecycle to consider all potential dependencies and risks, helping teams to deliver without compromising on quality.
The role is key in creating and building an end-to-end culture to ensure new or changed services are introduced smoothly, efficiently and with minimal disruption across our customer’s technology.

REQUIRED SKILLS:

• 5 years+ experience in Operational strategy and Service Management, including:
• Demonstrable experience designing and delivering a Service Introduction strategy
• Proficiency in managing outsourced service providers
• Deep understanding of Service Level Agreements in line with broader business priorities
• An ability to clearly articulate the analysis of service changes for the purpose of monitoring contract targets and objectives
• Mature project management skills to plan, manage and monitor deliveries as they move through service introduction projects, with at least 3 years’ experience / exposure to methodologies like ITIL, ITSM & COBIT
• Strong Experience with knowledge supporting tools including SharePoint, JIRA and Confluence or similar, with the ability to learn new skills quickly
• Have a keen sense of what ‘quality’ is, to ensure a service or delivery meets high quality standards before launch
• Data analysis and reporting skills, with experience in tools such as PowerBI an advantage
• Broad experience of modern IT infrastructure and applications
• Communication Skills: Excellent communication skills to effectively interact with stakeholders at all levels
• Problem-Solving Skills: The ability to identify and resolve issues that may arise during the service introduction process
• Practical working experience in a related Service Delivery Role. Ideally within an Operational Service Environment
• A strong and proven understanding of best practises, tools, and techniques for across the lifecycle of service introduction, with ability to identify issues and improve these processes
• The ability to make informed decisions, using the data and information available
• Experience in stakeholder management, with an ability to communicate across levels of an organisation
• Strong conflict resolution skills, to resolve disagreements efficiently without damaging relationships
• Proficient in the purpose and function of SLAs, to allow you to evaluate a team’s performance and identify areas for improvement
• Flexible, with the ability to plan and organise and adapt as needed
• Acute understanding and ability to demonstrate value measurement and optimisation, adapting to challenge, risk & active change management
• Experience in the IT industry and / or aviation/travel industry advantageous
• Knowledge and experience of GDPR regulations beneficial

NOT FOR YOU?

Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don’t be afraid they’ll steal it from you, if you’re amazing and smart we’ll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.

• Develop and establish a Service Introduction process, engaging with key stakeholders and establishing key relationships across business domains, which will support a successful rollout
• Work with teams to develop a detailed plan for the introduction of new or changed services, which includes migration strategies, cutover plans, and rollback procedures
• Conduct regular assessments of service readiness for deployment, considering factors like infrastructure availability, training completion, and testing results
• Liaise with the delivery and programme teams to ensure the correct process and governance are followed, as per the agreed-upon plan, ensuring new or changing services have fully developed end-to-end Service Management Models based on agreed and defined Service Acceptance Criteria / Service Management requirements
• Works closely with the Change Management function to ensure that all necessary steps in the process are authorised and implemented as per the approved plan, prior to changes proceeding
• Conducts thorough reviews post deployment of a service, to identify lessons learned on the SI process and areas for improvement
• Influence key stakeholders to ensure continual improvement plans are in place to address issues as they are identified
• Provide necessary training and knowledge on the Service Introduction process to support teams pre, during and post flow, establishing an easily accessible source of material
• Design, build and run regular reporting for both the Service Management leadership team and senior management, focusing on performance, including agreeing SLA’s, key metrics and other performance indicators relating to Service Introduction
• Be responsible for the implementation and ‘landing’ of compliance or regulatory controls affecting the technology processes you oversee
• Own continual service improvement for Service Introduction and actively contribute to CSI across the Service Management team
• Identify and manage Service Management / Operational risks, facilitating the formal acceptance of risks for services by the service owner and business users
• Deputise for the Service Manager when appropriate