Service Introduction Officer

• Facilitate agreements & negotiations between project team and support teams.
• Working across the organization to identify and assess demand for new service introductions with operational delivery units and prepare prioritization discussion of associated resource demands, ensuring consistency with overall demand / supply planning.
• Act as a gate keeper function that ensures effective transfer to operations in compliance with the Service Transition Framework (STF) for all new services introduced via the business project lifecycle, coordinating all service transition activities.
• Effectively working with operational functions and counterparts in the SI process to ensure compliance with agreed processes and SLAs.
• Identify all risks and issues that could have an impact on implementation, service transition and stabilization, or BAU service performance; facilitate discussion and mitigation activities.
• Manage service readiness through the final decision for project go lives.
• Driving optimal operation and continuous improvement of the service introduction process to deliver customer and project delivery excellence.
• Setting up and running appropriate governance for service introduction and internal demand management to ensure successful and controlled impact assessment of demand and resource prioritization.
• Effective stakeholder management and proactive communication across the business.
• Ensure the process interface dependencies between change management and other processes are align and effective.
• Develop integrated service reporting mechanisms and provide reporting updates to the senior IT management as well as business management for the performance of the in-scope processes.

• Bachelor degree or above in information technology or any related disciplines.
• ITIL Service Management foundation certification.
• At least 5 years of relevant working experiences in I.T. industry, change management or transition management would be an added advantage.

• Experience of project delivery in all aspects of the transition lifecycle management for the introduction of outsourced or managed support services.
• Technical knowledge on IT infrastructure and software.
• Strong analytical ability and logical thinking.
• Robust, accountable and independent.
• Excellent communication skills including the ability to interact effectively with senior management in both Asia and overseas offices, internally and externally.

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
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