Service Transition Manager

Key Responsibilities

Service Transition & Change Management

• Lead end-to-end service transition activities for new and existing IT services.
• Plan and coordinate changes between Business, Service Operations, and suppliers.
• Ensure all service transitions are delivered with minimal operational risk and disruption.
• Define and maintain Service Transition strategies, processes, standards, and governance.
• Ensure suppliers and internal teams adhere to Service Transition and Change Management processes.

Stakeholder & Business Management

• Build strong relationships with Business stakeholders and act as a trusted advisor.
• Understand business objectives, constraints, and service requirements.
• Serve as the escalation point for Business users, Clients, and Service teams.
• Support the Applications Lead in managing client and business relationships.

Release & Service Readiness

• Develop and maintain release calendars and deployment schedules.
• Coordinate regular and emergency release windows with Business and Operations teams.
• Define service acceptance criteria and readiness requirements.
• Ensure adequate support models, documentation, and operational processes are in place before go-live.

Vendor & Supplier Management

• Partner with suppliers to define and implement support models.
• Monitor supplier quality and transition deliverables.
• Support onboarding and management of new vendors.
• Coordinate across multi-vendor environments to ensure successful service delivery.

Reporting & Governance

• Produce service review reports, KPI dashboards, and Change/Release Management reports.
• Present operational performance and transition updates to leadership teams.
• Drive process improvements across Change, Release, and Transition Management functions.

Continuous Improvement

• Identify opportunities to improve Service Transition, Change, and Release processes.
• Support Agile, Waterfall, and DevOps delivery methodologies.
• Promote adoption of standardized development and support services across the organization.

Mandatory Skills & Experience

• 8+ years of experience in Service Transition, IT Service Management, or IT Project Management.
• Proven experience managing large-scale IT service transitions involving multiple teams and vendors.
• Strong understanding of ITIL Service Management processes.
• Experience in:
• Service Transition
• Change Management
• Release Management
• Incident Management
• Problem Management
• Experience designing end-to-end service and support models.
• Strong stakeholder management and communication skills.
• Experience working in multi-vendor environments.
• Strong vendor management experience.
• Ability to manage competing priorities and deadlines.
• Excellent leadership, negotiation, and influencing skills.

Required Qualifications

• ITIL V3 Foundation Certification (Mandatory)

Preferred Qualifications

• ITIL Service Transition Certification
• PRINCE2 Certification
• PMP Certification
• Experience with Cloud technologies and/or SAP environments
• Knowledge of Agile, Waterfall, and DevOps methodologies
• Experience working within large enterprise IT environments