Service Introduction Manager; Technical Project Manager

Position: Service Introduction Manager (Technical Project Manager)

Service Introduction Manager (Technical Project Manager)

The Service Introduction Manager (Technical Project Manager) ensures that all new or modified IT services are introduced into the production environment in a controlled, coordinated, and compliant manner.

This role coordinates across all delivery and support teams, aligns process gates (Design, Build, Test, Transition, Go‑Live), and analyzes readiness documentation to ensure each project meets operational, technical, and governance criteria before handover to steady‑state operations.

Key Responsibilities Cross‑Functional Coordination & Process Alignment

• Act as the central coordination point between Project Managers, Service Owners, Operations, and ITSM process teams.
• Align timelines, deliverables, and dependencies across project, infrastructure, and support functions.
• Maintain an active Service Introduction tracker for all ongoing transitions, capturing risks, dependencies, and status.
• Intervene when cross‑functional bottlenecks or ownership gaps delay progress or jeopardize readiness.
• Facilitate regular coordination calls, capturing and escalating issues that require leadership attention.

Process Gate Assurance & Readiness Validation

• Verify that each process gate meets its acceptance criteria before advancing to the next phase.
• Coordinate completion of key readiness documents, including:
  • Service Readiness Assessment (SRA)
  • Operational Acceptance Checklist (OAC)
  • Support Model and RACI
  • Monitoring and DR Readiness Validation
  • Change & Release Records
• Analyze documentation submitted by project teams for completeness, accuracy, and alignment with ITSM and security standards.
• Report readiness compliance and highlight gaps to management and project governance boards.
• Ensure Command Center onboarding, monitoring, and alert validation are completed before go‑live.

Management Reporting & Governance Communication

• Prepare and present weekly and monthly Service Introduction reports summarizing progress, readiness scores, risks, and next steps.
• Provide executive summaries highlighting project readiness health, process gate status, and deviations.
• Maintain visibility dashboards showing all projects in transition, categorized by phase and health.
• Ensure consistent communication with Project Management Office (PMO) and Service Delivery leadership.
• Track post‑implementation stability and report on early‑life support performance metrics (e.g., first 30‑day incident trend).

Documentation Analysis & Quality Validation

• Review solution architecture, support models, DR plans, and operational runbooks for accuracy and operational readiness.
• Validate that key documents include clear contact matrices, escalation paths, SOPs, and monitoring references.
• Ensure technical and service documents are signed‑off by the respective process owners (Change, DR, Monitoring, etc.).
• Maintain a Service Documentation Repository, ensuring version control and audit readiness.
• Provide summarized document reviews and recommendations to management for each project before approval.

Project Alignment & Execution Support

• Work alongside project managers to align delivery timelines with Service Transition milestones.
• Ensure service onboarding tasks are embedded into each project plan and tracked to completion.
• Coordinate with PMO to integrate Service Readiness into the overall project governance framework.
• Support issue resolution by facilitating technical or operational discussions across teams.
• Provide readiness input for Go‑Live approval boards and Change Advisory Board (CAB) meetings.
• Capture post‑implementation feedback from Command Center, Operations, and Business teams.
• Maintain a lessons‑learned register to improve future Service Introduction processes.
• Propose enhancements to readiness templates, documentation checklists, and process gates.
• Promote consistency and discipline across all transitions to minimize post‑go‑live incidents.

Skills and Experience Technical & Process Expertise

• Proven ability to coordinate multiple teams across delivery, operations, and governance functions.
• Strong knowledge of ITIL v4, particularly Service Transition, Change, Release, and Continual Improvement.
• Familiar with infrastructure and application landscapes, including middleware, monitoring, and DR components.
• Experience reviewing and analyzing project documentation, architecture, and operational SOPs.
• Strong communication and reporting skills to interact effectively with leadership and technical teams.

Certifications (Preferred)

• ITIL v4 Managing Professional / Service Transition Certification
• PMP / PRINCE2 / Agile‑PM
• Technical certifications (Cloud, Infrastructure, Monitoring) are a plus.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Project Management

Industries

IT Services and IT Consulting

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