Transition Manager - IT Managed Services

About the role

Ensures overall success of Managed Services’ Transition projects by acting as the project leader and process expert in planning and directing the successful onboarding of new customers into the Logicalis Managed Services’ platform including but not limited to: Infrastructure Remote Monitoring & Management, Managed Cloud Services, Data Center, Security, Collaboration, Network, and Service Desk services.

Essential Duties And Responsibilities

• Maintains working knowledge of IT Service Management and ITIL principles.
• Provides expertise during pre-sales process in conveying the value of the Logicalis MS Transition Methodology in migrating the customer to our support platform.
• Develops project design approach and documentation as key expert/consultant.
• Identifies project dependencies and develops project implementation plan in order to meet required timelines and requirements.
• Manages expectations and executes communication plans to ensure stakeholder support.
• Identifies transition project risks and implements mitigation plans as needed.
• Works with management to ensure appropriate technical resources from Professional Services and Managed Services are assigned and supporting integration.
• Makes sure key Transition KPIs are monitored and managed to drive continuous improvement and standardization.
• Communicates directly with customer and key stakeholders regarding Transition project health, issues, risk, and key decisions as the primary authority for onboarding activities.
• Responsible for quality gates validations and a clean handover of a functional program to Managed Services Operations.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Qualifications

• Equivalent combination of education and experience accepted.
• Bachelor’s Degree in Information Technologies or Business Administration strongly preferred.
• Broad understanding of Managed Security Services technologies, including exposure to Security Information and Event Management (SIEM), network security such as Next Generation Firewall (NGFW), endpoint security technology (beyond antivirus) along with fundamentals of vulnerability management, and/or Cloud computing (Azure).
• Broad understanding of infrastructure concepts like Network Address Translation and Terminal Servers along with security concepts like least privilege and role based access control.
• Demonstrated ability in translating business requirements to IT requirements in terms of ITSM and ITIL.
• 3 or more years of experience in two or more of the following: Managed Services Transition project management or consulting, IT Service Management, Project management on strategic enterprise wide initiatives, Process management in design, documentation, and implementation, Technical architect role.
• One or more of the following certifications or equivalent: Lean Six Sigma Certification, ITIL Foundations (Information Technology Infrastructure Library), Project Management Professional (PMP, Scrum, or CAPM), IT Certifications and/or Cybersecurity credential from (ISC)², CompTIA, ISACA, or GIAC.