The SILService Introduction Lead ) holds accountability for the delivery of service introduction and
activities for a portfolio of projects or large changes within the ATS team. Responsible for working closely
with project teams that are introducing or improving a service within Diageo. Package a SI plan and
embed the same into the project, work closely with the PM and make sure all of the activities listed in the
SI plan are completed. Responsible for ensuring operational readiness for services transitioning into live
support environments including SLA implementation. Responsible for leading warranty, coordinating with
all test users/stakeholders and ensuring ownership of Service Acceptance criteria, ensure that these are
signed off before moving to next phase. Define processes (Incident, Change and Problem Management,
all other ITIL processes – as appropriate) for the service introduced based on ITIL frameworks. Ensure
Service desk is clear on support processes and procedures. Ensure ServiceNow is updated with any
new resolver queues and workflows.Facilitate agreements & negotiations between service providers and
support teams. Carry out management of Service Risks and raise them during the project meetings.
Responsible for communication of changes to support teams and dealing with various stakeholders.
Approver of SI deliverables, with BAU Application Owners. Approver at key SI Transition Point reviews.
Ensure BAU team is set up and ready to run operations having received relevant documents and
transition.
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