Position Overview
The Service Introduction Lead coordinates service integration and introduction of new or changed IT services, ensuring they are delivered as cohesive, end‑to‑end offerings across multiple providers. Acting as the lead service integrator in a SIAM‑style model, this role unifies processes, roles, and responsibilities between internal teams and external suppliers, promoting collaboration and consistent service delivery.
The lead establishes governance, interface agreements, and performance measures so services transition smoothly from design and build into steady‑state operations. Aligned to the IT Services Manager standard job, the position facilitates risk management, continual improvement, and integrated service operations across the service ecosystem in a highly regulated federal IT environment.
Key Responsibilities
- Lead multi‑provider service‑integration activities, aligning processes, roles, and responsibilities across internal IT teams and external supplier organizations.
- Define and maintain service‑introduction frameworks, including entry and exit criteria, readiness checklists, and transition plans for new or changed services entering production.
- Establish and oversee governance mechanisms such as operating‑level agreements, RACI models, and integrated performance‑reporting structures that ensure accountability and clarity for end‑to‑end services.
- Coordinate incident, change, and problem‑management integration across providers to maintain consistent user experience, service quality, and operational continuity.
- Facilitate risk and impact assessments for service changes, ensuring operational, security, and compliance considerations are addressed and documented before go‑live.
- Support IT staff responsible for service delivery and operations by communicating expectations, monitoring performance, and enforcing organizational policies, procedures, and core values.
- Promote continual improvement by analyzing service‑delivery challenges, recommending process changes, and implementing best practices for multi‑provider coordination.
- Collaborate with senior IT leadership to align service‑integration goals with broader organizational objectives, budget constraints, and strategic technology initiatives.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Management, or a related field, or equivalent relevant experience.
- 6–8 years of experience in information technology with 2–5 years managing IT staff or leading service‑delivery and service‑integration functions.
- Demonstrated experience coordinating services across multiple service providers, including defining processes, assigning responsibilities, and fostering collaboration to ensure service quality and efficiency.
- Practical knowledge of ITIL‑aligned service‑management processes and experience applying them in multi‑provider or SIAM‑style environments.
- Strong communication, analytical, problem‑solving, and interpersonal skills, with the ability to facilitate meetings, document requirements, and conduct root‑cause analysis.
- Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified.
- Willingness and ability to travel 10–25% to support stakeholder engagement, service transitions, and operational coordination.
Preferred Qualifications
- Experience operating in a lead‑supplier or service‑integrator role within a formal SIAM framework, coordinating multiple IT service providers.
- ITIL or SIAM‑focused training or certification demonstrating structured knowledge of service‑integration and multi‑vendor management best practices.
- Background in federal contracting environments with experience managing service transitions, governance structures, and compliance documentation.
- Familiarity with tools and techniques for integrated performance reporting, service‑level management, and cross‑provider incident and change coordination.