Service Introduction Manager

Maersk is going through times of unprecedented change. As we aspire to secure sustainable growth of our businesses, we need to re-think the way we engage with our customers and partners. Digitisation and IT are taking centre stage in enabling this engagement. Join us in Transport and Logistics IT as we re-think what technology can do to drive growth.

We offer

Joining Maersk T&L will embark you on a great journey with career development in a global organisation. As a Service Introduction Manager, you will gain broad business knowledge of the company’s activities globally, as well as understand how the complexity of IT supports the transport and logistics business.
You will be exposed to a wide and challenging range of business issues through regular engagement with key stakeholders across all management levels within Maersk.
You will work and communicate across geographical and cultural borders that will enable you to build a strong professional network. We believe people thrive when they are in charge of their career paths and professional growth. We will provide you with opportunities to broaden your knowledge and strengthen your technical and professional foundation.
By choosing Maersk, you join not only for the role, but for a career. From here your path may take you towards extended responsibilities within Application Development, IT Delivery or IT Leadership.
We aim to be a world-class professional IT organisation that delivers business value through automation, standardisation and innovation. We believe in empowerment where each of us takes ownership and responsibility for developing and implementing new ways of working.

Key responsibilities

A vacancy exists for a Service Introduction Manager within Programmes and Service Transition function within Technology Support, Operations & Engineering (TSOE). The candidate will have end to end responsibility for introducing assigned project changes into IT Operations function. The candidate will already have an extensive knowledge of Service Management and Project delivery.

The role will involve
•Accountability for the delivery of service introduction artefacts and activities for a portfolio of projects or large changes within the Application Development and TSOE Programmes and Service Transition portfolio of projects, reporting into the Head of Service Introduction within the Technology Support, Operations & Engineering team.
•Collaborating with peers within the Production Services (Service Operations) function of TSOE to understand and agree acceptance criteria, processes and support models to ensure effective delivery of projects into operations.
•Developing relationships across the Application Development and TSOE organisation.
•Working closely with the Application Development and TSOE Project Managers to ensure the projects are aligned to the Service Introduction process and are correctly forecasting for Service Introduction deliverables.
•Contribute to defining the standards and approaches for Service Introduction to enable delivery of programmes and projects.
•Continually improving and developing the way projects deliver into Service Operations via the Service Introduction Framework and the Maersk Project Model.
•Authority to deliver Service Introduction on assigned projects.
•Providing guidance and assistance for project and support teams with respect to Service Introduction.

•Contribute to growing and maturing the Service Introduction capability.
•Responsible for Service Introduction of assigned New Services and Change Programs into the Service Operations function.
•Defining Service and Support Models.
•Act as the single point of contact for the assigned projects, coordinating all service transition activities.
•Working with the Project/Delivery teams to ensure requests/need for Service Operations engagement are agreed and introduced in a controlled fashion.
•Ensure that the cost of Service Introduction and ongoing Operational costs are considered by projects.
•Contribute to the development of Service Introduction framework, process and metrics.
•Raising awareness and education of the Service Introduction framework with key stakeholders including running awareness sessions.
•Embrace emerging technologies and solutions to ensure our Service Introduction experience continually evolves to address the needs of our stakeholders.
•Working closely with external service providers and maintain consistent standards and quality assurance.
•Adapt and improve the way services are introduced to the business in a more agile/iterative manner.

Primary Internal Stakeholders
•TSOE Production Services, Industrial and Sites IT.
•TSOE Service Management
•Portfolio & Project (P&P)
•T&L IT Application Development
•PMO
•Agile coach
•Delivery leads and programme managers
•Business Service Management team
•SW Development, Packaged Solutions and Test/Quality Assurance
•Process and Technical Design authorities

Primary External Stakeholders
•Implementation vendors
•Support service providers

We are looking for

Skills
•Service Transition within an ITIL framework with managed SLAs in large scale IT operations.
•Service delivery and operations in ITIL aligned organisation.
•Large scale project delivery in a global organisation.
•Excellent written and verbal communication skills and able to articulate the technically complex to be understood by both technical and non-technical personnel.
•The ability to lead through accountability with delegated responsibilities.
•Ability to manage conflicting priorities and multiple tasks.
•Outstanding stakeholder management and interpersonal skills at both a technical and non-technical level.
•Outstanding influencing ability.
•Able to work in a collaborative environment.
•Outstanding critical reasoning and problem-solving skills – sticks to the problem until it is resolved.
•Customer-orientated, whether responding to queries or delivering new services.

Experience
•Extensive knowledge of IT Service Operations in compareable business
•Practical experience of relevant ITIL Service Management lifecycle processes in relevant context.
•Experience of leading major transitions of services into operations.
•Experience of designing service operating models.
•Extensive experience enabling the delivery of complex projects with extensive use of external service providers in a Global IT function at significant scale.
•Significant international IT experience with Global 500 companies with a proven track record in IT.
•Extensive experience in providing thought leadership, and driving a complex change agenda, and an ability to challenge the “status quo”
•Experience within a customer focused environment.

Qualifications
•Practical experience of relevant Service Management lifecycle processes in relevant context – 5+ Years
•ITIL v3 Foundation - essential
•ITIL v3 Intermediate Service Operations – desirable
•ITIL v3 Intermediate Service Transition – desirable
•ITIL v3 Intermediate Continual Service Improvement – desirable
•Prince 2 Practitioner (or equivalent) – desirable
•Agile delivery (SAFE, SCRUM etc.) - desirable

KeyMeasures
•Percentage of key stakeholders successfully completed Service Introduction training.
•Service Introduction team engagement.
•Percentage of projects completed service impact assessment.
•Percentage of projects with service acceptance signed off successfully (Pre Go Live).
•Number of significant post go-live issues as a result of project changes.
•Delivery of projects against milestones into operations.
•Achievement of agreed business objects and personal objectives.
•360 Degree feedback from colleagues and stakeholders