IPC Service Introduction Manager

Gijima Holdings HR; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT service management firm based in Midrand is seeking an IPC Service Introduction Manager. This role involves managing the introduction of new and changed services, ensuring minimal disruption to customers. Responsibilities include leading service design, coordinating service levels, and providing management information to facilitate risk management. The ideal candidate should be ITIL certified and possess strong communication skills and a process engineering background. Excellent opportunities for professional growth and development are offered.

Qualifications

• ITIL v3 / v4 certified.
• Experience working in an IT Managed Services environment.
• Strong communication and interpersonal skills.

Responsibilities

• Lead the design and implementation of new services.
• Create Service Design documentation to assess impact.
• Ensure fit for purpose services are validated and approved.

Skills

ITIL v3 / v4 certification

Service Design skills

Strong process engineering background

Excellent communication skills

Analytical skills

Tools

Microsoft Office

Job description

PURPOSE :

The IPC Service Introduction Manager will introduce new and changed services into multiple customer environments ensuring minimal service disruption or impact to the Customer. Lead on the design, approval, implementation, and early life support of new services, ensuring that delivery teams are trained, prepared and ready to accept new services.

Provide management information on pipeline, delivery progress and early life support, that helps with demand planning and risk management.

RESPONSIBILITIES :

• Works with Delivery Managers to understand all in-scope projects that require service introduction
• Adopts standard best practice methodology in the implementation of new and changed services around risk management, governance quality assurance, issue resolution and reporting
• Leads on the creation of Service Design documentation that identifies changes to existing services and assesses the impact on the existing service model
• Ensures that new and changed services are fit for purpose, validated, and approved
• Works with delivery teams, customers, and 3rd parties to gain agreement on roles, responsibilities, and service levels for new and changed services
• Creates introduction plans based on the Service Design, that identifies project deliverables, action owners, delivery timescales
• Coordinates the delivery of the introduction plans, taking corrective action as needed to ensure on time deliveryManages the introduction of changed services through Early Life Support as agreed with the Delivery Managers
• Provides a full handover into Service Management following early life support closure
• Contributes to helping shape the processes and governance around Service Introduction
• Works closely with product and service owners to suggest, collate and validate IT services deliver the right business outcomes both internally and externally

ESSENTIALS :

• ITIL v3 / v4 certified
• Exposure of working in an IT Managed Services environment
• Experience of external customer engagement and service integrations methods
• Service Design, Impact Assessment and Service Modification skills
• Strong process engineering background
• High proficiency in Microsoft Office applications
• Ability to produce, interpret and present clear management information
• Excellent written and verbal communication
• Able to self-manage with minimal supervision
• Strong communication and interpersonal skills, ability to negotiate, mediate and resolve conflicts
• Ability to build string relationships both internally and externally
• Excellent analytical skills and attention to detail

DESIRABLE :

• ITIL Service Transition
• Lean certified
• Agile certified
• Working with 3rd party suppliers
• Managing direct or matrix resources assigned to the project
• Project Management and / or Transition Management experience
• Experience of working in a customer focused environment
• Working knowledge of the Information Technology Infrastructure Library (ITIL) – Incident, Problem, Change, Request etc.
• Strong customer facing skills and experience
• Strong business acumen