Service Introduction Analyst

Service Introduction Analyst

Reporting to: Technical Change Management Manager

Location: UK, Germany

Role Objectives:

The Service Introduction Analyst is responsible for ensuring that new and changed IT services are introduced into the live environment in a controlled, supportable, and service-ready manner. Reporting to the Technical Change Management Manager, the role acts as a key bridge between project teams, service management, and the key Managed Service Partners to ensure operational readiness, knowledge transfer, and high-quality end-user support from day one.

Key Results / Areas

Core Responsibilities

Service Introduction & Transition

• Coordinate, in collaboration with Managed Service Providers, the introduction of new and changed services into the operational support environment.
• Ensure services meet defined supportability, readiness, and acceptance criteria prior to go-live.
• Act as the operational readiness representative in projects and change initiatives and facilitate liaison with Managed Service Providers as appropriate.

Service Desk & Support Team Readiness

• In conjunction with Managed Service Providers, ensure the Service Desk and relevant Support Teams are fully prepared to support new and changed services.
• Oversee and govern knowledge transfer process, training and handover activities for relevant Support Teams.
• Validate that support models, escalation paths, and contact points are clearly defined, documented & understood.

Knowledge & Documentation Management

• Ensure high-quality knowledge articles, FAQs, and troubleshooting guides are created and maintained.
• Validate completeness and accuracy of service documentation, runbooks, and support procedures.
• Working with Managed Servive Providers, promote knowledge-centered service (KCS) principles where applicable.

Operational Alignment

• Collaborate with Change Management to align service introductions with release and change schedules.
• Ensure incidents and early-life support issues are tracked and addressed during service stabilization.
• In conjunction with Managed Service Providers, support post-implementation reviews and capture lessons learned.

Stakeholder & Communication Management

• Act as a central point of contact between the Managed Service Providers and project or delivery teams where appropriate.
• Track and report on service readiness status, risks, and gaps to the Service Management team and stakeholders as needed.
• Support clear and consistent communication across teams to ensure smooth service adoption.

Knowledge, qualifications, and experience

Required Skills & Experience

• Experience in Service Introduction, Service Transition, or IT service operations roles.
• Experience of working with Managed Service Providers in an outsource delivery model
• Strong understanding of Service Desk operations and support models.
• Knowledge of ITIL practices, particularly Service Transition, Change, and Knowledge Management.
• Strong organizational and coordination skills across multiple stakeholders.
• Excellent communication and documentation skills.

Qualifications

• Degree in Information Technology, Business Information Systems, or a related field, or equivalent experience.
• ITIL Foundation or higher certification preferred.
• Experience with ITSM tools (e.g. ServiceNow) is an advantage.

Skills and Competencies

• Builds customer loyalty: Demonstrates an understanding of the customer (internal/external), builds productive customer relationships with integrity, and takes responsibility for ensuring customer advocacy.
• Delivers against operational objectives: Translates strategic priorities into medium-term operational reality for own part of the business, respecting and aligning with the values and managing interdependencies with other parts of Hays.
• Engaging Communication: Engages and influences by using a wide range of communication methods and styles with the ability to present complex technical issues to varied populations. Facilitates understanding and encourages communication both within own team and more broadly.
• Builds collaborative relationships: Establishes effective relationships with a wide range of stakeholders inside and outside their immediate working environment, valuing the contribution from others and leveraging networks across Hays.
• Facilitates transformational change: Facilitates the implementation of change and transformation within the workplace by guiding others and helping them adapt is a positive ambassador of change.
• Identifying and developing talent: Identifies and appropriately deploys key knowledge, skills and experience required across their organisation. Uses Hays’ people process to attract, develop, and engage and retain the appropriate talent.
• Demonstrates personal resilience: Highly efficient, has the organisation skills to manage a diverse range of tasks and see work through to completion, in a timely manner, ensuring deadlines are met. Able to cope well with pressure, deals constructively with setbacks.
• Demonstrates continuous learning: Demonstrates continuous interest in personal skills in development and learning, aiming to develop senior leadership capabilities and seeking continuous feedback to manage own impact and maintain self-awareness.

Situational Requirements

• Comfortable travelling– a dispersed geographic spread of countries.
• Able to work across multiple time zones.
• Fluency in written and oral English.

At Hays, we share a passion for creating a culture of opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career.