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Transition Manager / Project Manager

Role Purpose:

We are seeking an experienced Transition Manager / Project Manager to lead the transition of End User Computing (EUC), Service Desk, and associated support services from the supplier to a new supplier. The successful candidate will be responsible for planning, coordinating, and delivering a seamless service transition with minimal impact on business operations while ensuring knowledge transfer, process migration, governance establishment, operational readiness, and achievement of the expected transformation benefits. The role will work closely with business stakeholders, the suppliers, and other delivery partners.

Key Responsibilities:

• Transition Management:
  • Develop and own the end-to-end transition plan.
  • Lead service transition activities from mobilization through hypercare.
  • Coordinate all transition workstreams across the organization and the suppliers.
  • Manage dependencies, risks, assumptions, and issues throughout the project lifecycle.
  • Ensure service continuity is maintained during the migration period.
  • Define and manage transition governance structures and reporting.
• Service & Process Migration:
  • Oversee transition of Service Desk processes, Incident Management, Request Fulfilment, Knowledge Management, Escalation Management, Service Reporting, SLA Management, and Operational Governance.
  • Validate operational readiness prior to go-live.
  • Ensure all transition deliverables are completed and signed off.
• Stakeholder Management:
  • Act as the primary coordination point between the organization and the suppliers.
  • Facilitate workshops, decision boards, and steering committees.
  • Communicate progress, risks, and key decisions to senior management.
  • Work closely with business representatives to minimize operational impact.
• Governance & Quality Assurance:
  • Define KPIs and transition success criteria.
  • Establish operational governance forums.
  • Ensure compliance with standards, security requirements, and ITIL best practices.
  • Monitor transition performance and benefit realization.
• Change Management:
  • Support user communication and organizational readiness activities.
  • Coordinate training, knowledge transfer, and documentation activities.
  • Ensure support teams are fully prepared before handover.

Required Experience:

• Minimum 8 years of IT Project or Transition Management experience.
• Proven track record delivering large-scale outsourcing or managed service transitions.
• Experience transitioning Service Desk and Workplace Services between providers.
• Strong understanding of ITIL Service Desk Operations, Incident and Request Management, Service Governance, Vendor Management, and Knowledge Transfer.
• Experience working with multinational organizations.

Preferred Experience:

• ServiceNow-based ITSM environments.
• EUC, Workplace Services, and Infrastructure Operations.