Service Introduction Lead - REMOTE - EST Hours

Hi All, I am looking for a Service Introduction Lead. • This is a remote position. • 6 months contract (will be extended) • Inside IR35 • Working EST hours UK hours will be 1pm - 8pm Job description As a Service Introduction Lead, you will play a critical role in ensuring smooth onboarding for new customers, the successful rollout of key product releases, and the management of scope changes in customer usage. You will ensure that both the Service Desk (L1/L2) and the L3 support teams are prepared, equipped, and ready to deliver high-quality support. The ideal candidate will be responsible for knowledge management, ensuring comprehensive documentation, and continually looking to streamline onboarding processes. Key expectations of our service Introduction Leads are: Key Responsibilities: Service Readiness: · Ensure the Service Desk (L1/L2) is fully trained and equipped to handle support requests for new customer onboardings, product releases, and scope changes. ·... Collaborate with the L3 support team to make sure they are prepared to address any complex issues or escalations from new products, releases, services or scope changes ensuring they are fully tested, compliant and ready for operational use · Develop, execute and track service introduction plans with key milestones to facilitate smooth onboarding · Be the advocate for Service readiness flagging any risks for ability of Service Desk or L3 support teams to support · Lead handover meetings between stakeholders, service desk and L3 support to facilitate smooth onboarding and all operational requirements are met · Collaborate with Customer Success Managers to facilitate a smooth handover from a customer onboard to ensure appropriate transfer of information · Responsible to escalate high priority issues or blockers during new study introduction, new releases or new services to Head of Customer Experience Knowledge Management: Create, review, and update knowledge articles to ensure the Service Desk has access to accurate, up-to-date documentation within the knowledge base repository. Develop and maintain a comprehensive knowledge base, ensuring it covers all necessary product information, troubleshooting procedures, and FAQs. Change Management: Work closely with product teams to understand upcoming product releases or changes and assess their impact on customer support. Manage the transition of support responsibilities from product teams to the Service Desk as part of service readiness for product updates, creating relevant material to ensure service readiness Stakeholder Collaboration: Engage with cross-functional teams (e.g., Product, Engineering, and Customer Success) to understand customer needs and product capabilities. Serve as the point of contact for the Service Desk during product introductions and significant changes in customer use cases. Serve as the point of contact in the immediate go-live period to ensure a smooth transition to live Evaluate service performance post go live of a new study introduced, identify areas for improvement and contribute to improvement initiatives Process & Tools Management: Analyze service metrics to continually improve the service onboarding process Qualifications: Experience: · >5 years proven experience in service introduction, IT service management, or a related support leadership role. · Experience working with Salesforce Service Cloud or similar customer support software. · Proven experience of knowledge article creation and management · Experience in Customer Success is advantageous Skills: · Strong ability to write and manage knowledge articles, ensuring clarity and accessibility for support teams. · Technical acumen to understand the products and help to impact assess changes, releases and how our customers will utilise key components · Exceptional project management skills and organisational skills to oversee onboarding, product releases, and scope changes. · Excellent communication and stakeholder management skills, capable of liaising across different teams and levels of the organization. · Ability to identify gaps in support readiness and proactively address issues before they impact customers. · Capable of driving improvements in support processes through data-driven insights. · Familiar with ITIL principles, PMP, or Six Sigma Job Title: Service Introduction Lead - REMOTE - EST Hours Location: Manchester, UK Rate/Salary: 300.00 - 301.00 GBP Daily Job Type: Contract Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices. To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices. 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