Transition Manager

Position Summary

The Project Transition Manager is responsible for planning, coordinating, and executing the successful transition and onboarding of managed IT services, including Service Desk, Field Services, Managed Network Services, and Cyber Security operations. This role serves as the primary leader for all transition-related activities from contract award through steady-state operations, ensuring a seamless migration with minimal business disruption and high customer satisfaction.

The Transition Manager works closely with clients, delivery leaders, service owners, technical teams, cyber security specialists, and third-party vendors to manage governance, resource onboarding, knowledge acquisition, operational readiness, service acceptance, go-live activities, and hypercare support.

Key Responsibilities

Transition Leadership

• Lead end-to-end transition programs from project initiation through operational handoff.
• Develop and maintain comprehensive transition plans, schedules, milestones, dependencies, and risk registers.
• Coordinate multiple workstreams across Service Desk, Field Services, Managed Network, and Cyber Security teams.
• Drive transition governance through executive status reporting, steering committee meetings, and stakeholder communications.
• Ensure all contractual obligations and Statements of Work are translated into executable operational plans.

Service Desk Transition

• Oversee onboarding of Service Desk personnel, tools, processes, and technologies.
• Manage knowledge acquisition sessions with incumbent providers and client SMEs.
• Validate operational processes including:
• Incident Management
• Request Fulfillment
• Major Incident Management
• Problem Management
• Knowledge Management
• Escalation Procedures
• Coordinate training, simulations, pilot activities, soft launches, and production go-live readiness.

Field Services Transition

• Coordinate onboarding of onsite and distributed field support resources.
• Manage technician hiring, background screening, onboarding, and operational readiness.
• Implement field support procedures, dispatch processes, asset management workflows, and SLAs.
• Ensure geographic coverage requirements and staffing models are achieved.
• Facilitate knowledge transfer for site-specific support environments.

Managed Network Services Transition

• Lead discovery, assessment, and onboarding of client network environments.
• Coordinate monitoring platform deployment and integration activities.
• Manage transition of:
• LAN/WAN operations
• Network monitoring
• Device management
• Infrastructure support
• Capacity management
• Ensure operational documentation, runbooks, and monitoring thresholds are validated before go-live.

Cyber Security Transition

• Coordinate onboarding of security operations and compliance requirements.
• Facilitate Cyber Security reviews, approvals, risk assessments, and security governance activities.
• Collaborate with Security Operations, Infrastructure, and Client Security teams.
• Ensure onboarding of:
• Security monitoring
• Vulnerability management
• Access controls
• Incident response procedures
• Security reporting
• Compliance requirements
• Manage security-related dependencies and operational readiness reviews.

Operational Readiness & Go-Live Management

• Execute readiness assessments across all service towers.
• Coordinate training programs and service simulations.
• Lead Go/No-Go reviews and executive readiness meetings.
• Manage cutover activities and production launch plans.
• Oversee hypercare support following go-live.
• Track and resolve transition issues, risks, and dependencies.

Client & Stakeholder Management

• Act as the primary point of contact for transition-related activities.
• Build strong relationships with client executives and operational stakeholders.
• Provide regular executive-level reporting on status, risks, milestones, and financial impacts.
• Facilitate cross-functional collaboration between Delivery, Operations, Security, PMO, and Client teams.

Financial & Commercial Management

• Track transition budgets and resource utilization.
• Monitor transition costs against forecasts.
• Support contract onboarding and change management activities.
• Ensure scope alignment with contractual commitments.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Project Management, or related discipline.
• 7+ years of IT project or transition management experience.
• 5+ years managing IT service transitions within outsourced or managed services environments.
• Demonstrated experience transitioning:
• Service Desk Operations
• Field Services
• Managed Network Services
• Cyber Security Services
• Strong understanding of ITIL-based service management practices.
• Experience managing complex multi-workstream projects

 

 

#LI-BB1