SERVICE ENABLEMENT LEAD, REGIONAL SERVICE DESK
Job Summary
The Service Enablement Lead for the Regional Operation Center (ROC) is responsible for leading and managing the smooth onboarding of new or changed IT services into the live service environment while ensuring the ongoing efficiency and effectiveness of daily operations. This role bridges project delivery and operations, ensuring services are transitioned smoothly and sustained effectively post-deployment. This role also plays a critical part in ensuring that all the ROC services and operations align with business goals, comply with ITIL and ISMS best practices, and deliver high-quality end-user support.
Job Description
Key responsibilities include:
Service Onboarding:
- Lead and manage the onboarding of new or modified IT services into production, ensuring minimal disruption to business operations.
- Coordinate with project managers, solution architects, and support teams to ensure service readiness and knowledge transfer.
- Define and monitor onboarding success criteria, ensure proper documentation, and stakeholder communication.
Operations:
- Ensure the day-to-day operations of all the ROC services (SD, NOC & CC), ensuring incidents and requests are managed within agreed SLAs/OLAs.
- Drive continuous improvement through trend analysis, problem management, and proactive incident reduction.
- Manage service reporting, metrics, and performance dashboards.
Team Management & Collaboration:
- Serve as an escalation point for service process-related issues.
- Lead, mentor, and support the onboarding team.
- Assign tasks and responsibilities based on skills and project timelines.
Process & Compliance Management:
Key responsibilities include:
Service Onboarding:
• Lead and manage the onboarding of new or modified IT services into production, ensuring minimal disruption to business operations.
• Coordinate with project managers, solution architects, and support teams to ensure service readiness and knowledge transfer.
• Define and monitor onboarding success criteria, ensure proper documentation, and stakeholder communication.
Operations:
• Ensure the day-to-day operations of all the ROC services (SD, NOC & CC), ensuring incidents and requests are managed within agreed SLAs/OLAs.
• Drive continuous improvement through trend analysis, problem management, and proactive incident reduction.
• Manage service reporting, metrics, and performance dashboards.
Team Management & Collaboration:
• Serve as an escalation point for service process-related issues.
• Lead, mentor, and support the onboarding team.
• Assign tasks and responsibilities based on skills and project timelines.
Process & Compliance Management:
• Ensure ITIL-aligned service management processes are followed (e.g., Incident, Request, Change, Knowledge Management).
• Support ISMS audits, security compliance activities, and ensure documentation is up-to-date and accurate.
Stakeholder Communication:
• Act as a key liaison between IT operations, project teams, and business units during transitions and ongoing service delivery.
• Provide regular updates to leadership and stakeholders on all the ROC services (SD, NOC & CC) performance, issues, and upcoming transitions.
Key Performance Measures:
• Onboarding Success Rate
• Service Enablement Completion
• Service Onboarding Quality
• Service Level Agreement (SLA) Adherence
• Number of Service Improvements
• Training Effectiveness
• Process Compliance (ITIL & ISMS)
Note:
- Scope of work will be revised depending on the management needs or request.
- Others related duties as and when assigned by the superior from time to time
Education
Qualification & Experience:
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 3+ years of IT project management, service enablement or operations experience
- ITIL Foundation certification (Intermediate/Expert preferred)
- Strong experience with ITSM platforms (e.g., ServiceNow)
- Microsoft, AWS, or Cisco knowledge preferred
- Track record of coordinating onboarding activities for new software, tools, or infrastructure
- Proven ability to manage stakeholder expectations (users, tech teams, vendors)
- Experience conducting training, enablement, or knowledge transfer sessions
- Understanding of IT governance, compliance, and security considerations
- Strong communication and interpersonal skills
- Stakeholder engagement and change management abilities
- Analytical and problem-solving mindset
- Ability to work cross-functionally with technical and non-technical teams
Skills