Technical Specialist

Others, Dubai

Job Summary

Inflight Projects to Support Lead (Service Introduction & SIAM)

The Inflight Projects to Support Lead is responsible for ensuring that all new or enhanced services delivered through projects are successfully transitioned into operational support. This role governs the Service Introduction process, manages the Service Design Package (SDP), and ensures alignment with the SIAM (Service Integration and Management) framework. The position acts as the bridge between project teams, service providers, and operational support functions to guarantee service readiness, stability, and long-term sustainability

Key Responsibilities

• Service Introduction & Transition Management

Lead the end-to-end Service Introduction process for all inflight projects.

Ensure new or changed services meet operational readiness criteria before go-live.

Develop, review, and maintain the Service Design Package (SDP) for each service.

Coordinate service acceptance testing, operational validation, and readiness assessments.

Ensure smooth handover to BAU support teams with complete documentation and knowledge transfer.

• SIAM Framework Governance

Operate within a multi-vendor SIAM model, ensuring clear roles, responsibilities, and interfaces.

Facilitate collaboration between internal teams and external service providers.

Ensure service components from multiple suppliers integrate seamlessly into the end-to-end service.

Maintain RACI matrices, service models, and operational governance structures.

Support continual improvement of SIAM processes and service integration practices.

• Stakeholder & Project Engagement

Act as the primary point of contact between project delivery teams and operational support.

Participate in project boards, design workshops, and technical reviews.

Ensure operational requirements are captured early in the project lifecycle.

Provide guidance on supportability, maintainability, and service design best practices.

Communicate risks, dependencies, and readiness gaps to project and service owners.

• Documentation & Knowledge Transfer (including Service Design Package)

Ensure all required documentation is delivered, including Service Design Package (SDP), support models, escalation paths, and SOPs.

Oversee training and knowledge transfer sessions for support teams.

Ensure asset and configuration details, monitoring and alerting requirements are documented.

Maintain knowledge base articles and operational documentation.

• Operational Readiness & Acceptance

Define and enforce service acceptance criteria.

Validate that monitoring, backup, DR, security, and performance requirements are in place.

Ensure support teams have tools, access, and resources required for BAU operations.

Conduct post-implementation reviews and ensure lessons learned are captured.

• Continuous Improvement

Identify gaps in service transition processes and drive improvements.

Enhance templates, checklists, and governance frameworks for future transitions.

Promote standardization across service introduction activities.

Skill Requirements

Bachelor’s degree in IT, Engineering, or related field.

7–12 years of experience in IT service management, service transition, or project delivery.

Strong understanding of ITIL v4 (Service Transition, Service Design, Service Operations).

Experience with SIAM principles and multi-vendor environments.

Proven experience creating and managing Service Design Packages (SDPs).

ITIL or SIAM certification preferred.

Preferred Skills

Excellent communication and stakeholder management abilities.

Strong analytical and problem-solving skills.

Ability to influence without authority across project and operational teams.

Experience with service modelling, process mapping, and governance frameworks.

Strong documentation and presentation skills.

5. Behavioral Competencie