Transition Manager

Key Responsibilities

• Lead end-to-end transition programs for application support, infrastructure, cloud, and managed services engagements.
• Develop and manage transition plans, timelines, milestones, dependencies, and deliverables.
• Cook up knowledge transfer (KT), shadowing, reverse-shadowing, and operational readiness activities.
• Establish governance structures, status reporting, RAID management, and executive communications.
• Work closely with client stakeholders, incumbent vendors, delivery teams, and project managers to ensure successful transition outcomes.
• Define support processes, runbooks, SOPs, escalation matrices, and operational procedures.
• Track and manage transition risks, issues, and dependencies.
• Drive resource onboarding, access provisioning, environment readiness, and tool setup activities.
• Ensure compliance with contractual obligations, service level agreements (SLAs), and transition acceptance criteria.
• Support service stabilization activities and transition-to-operations handoff.

Required Qualifications

• 10+ years of IT experience with at least 3-5 years leading transition or service onboarding programs.
• Experience managing transitions for Application Management Services (AMS).
• Strong understanding of ITIL processes including Incident, Problem, Change, Knowledge, and Service Request Management.
• Proven experience in stakeholder management across business, technology, and vendor organizations.
• Experience creating transition plans, governance reports, RAID logs, and operational readiness assessments.
• Strong project management and organizational skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• PMP, Prince2, Agile, or Scrum certification.
• Experience working with global delivery models and offshore/onshore teams.
• Experience in financial services, insurance, healthcare, or large enterprise environments.
• Familiarity with ServiceNow, Jira, Confluence, Azure DevOps, or similar service management tools.

Key Skills

• Transition Management
• Service Transition
• Knowledge Transfer (KT)
• Stakeholder Management
• Vendor Management
• Program Governance
• Risk & Issue Management
• Operational Readiness
• ITIL
• Service Delivery
• Managed Services
• Resource Onboarding
• Process Documentation
• Executive Communication

Success Metrics

• On-time transition completion
• Successful knowledge acquisition and sign-off
• Minimal business disruption during transition
• SLA adherence during stabilization period
• Succesful transition-to-steady-state handoff
• Client satisfaction and governance compliance