Service Transition Manager

Key Responsibilities

• Establish the following, but not limited to, for new services:
• Service Definition
• Support Models
• Defined SLAs & OLAs
• Governance Models which align with the project & support divisions
• Operational Support cost model & budgets for the new service
• Participate in Client stakeholder meetings and calls, work closely with Operations and Support Teams and will be the main Point of Contact leading the transition and implementation initiatives, working hand in hand with leadership team to develop strategic proposals and business cases for new/expanded offerings
• Implement service standards & operational policies for business excellence
• Help stabilize operations post-go-live
• Support tuning up, formalizing and documenting the program of Business Integration
• Liaise between business owners, project managers, design & development teams, operations teams, and partners/suppliers communicating between all key stakeholders to ensure smooth and successful transition of new services, executed to high quality standards.
• Responsible for ensuring project adherence to Service Design & Transition process within delivery teams.
• Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services.
• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to service management principles.
• Responsible for creating and leading the Service Design Assessments, Support Plans and Service Acceptance Criteria.
• Define and deliver the end-to-end support model with all key stakeholders across multiple delivery organisations.
• Ensure operational training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
• Proactively identify potential risks and escalate these to the line manager. Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities.
  
  
  

• Bachelor’s degree in a relevant discipline or equivalent experience.
• 10+ years of experience, with hands-on experience of migrating processes of small to medium size engagement, most of which should be in BPO/ Shared Services environment including understanding of enabling functions (technology, pricing) and operating environment
• Strong project management skills including solid know how of project management frameworks and methodology (ability to apply and follow existing methodology) with working experience on risk and issue management
• Strong leadership skills and the ability to effectively and efficiently manage others
• Strong analytical, problem-solving abilities and complexity management
• An effective communicator with excellent relationship building negotiation and interpersonal skills
• Proficient with MS Office and hands-on experience in creating and maintaining project plans, completion status, and/or process maps
• Continuous improvement experience
• Six Sigma belts/certifications preferred.
• Self-starter, proactive and results oriented.
• Open minded, positive thinker that identifies and pursues the opportunities for change and improvements.
• Expertise in managing budget and financials