Transition Manager – Job Description

Transition manager is responsible to move services into the live business environment as smoothly
as possible. This vital step in the service lifecycle lies between ‘Design’ and ‘Operations’ and ensures
that policies, processes and procedures are in place to protect the live operational environment.
Expectation is to ensure that any modifications or transitions to the live operational environment –
affecting either new, modified, retiring or retired services – meet the agreed expectations of the
business, customers and users. This means that all modifications to operational environments should
be managed, planned and coordinated through service transition processes and activities, to
facilitate a smooth transition to live operation.

Role will also ensure that a new, modified, retiring or retired service fulfils its operational
expectation and has no, or at the very worse, minimal adverse impact on customers, users and the
business

Objectives
• Plan and manage service changes efficiently and effectively
• Manage risks relating to new, changed or retired services
• Successfully deploy service releases into supported environments
• Set correct expectations on the performance and use of new or changed services
• Ensure that service changes create the expected business value
• Provide good-quality knowledge and information about services and service assets.

Expectations:
• Experience of application development and maintenance engagements across different
domains and technologies
• Performed the role of transition manager for a complex application portfolio of strategic
customers from multiple geo’s
• Minimum of 12 months experience in a service delivery role for a managed services
engagement
• Experience in transition methodologies, related tools and best practices
• Must have performed the role of program manager for the entire transition or in segments
of a large transitions
• Planning and managing the capacity and resources required to manage service transitions
• Establishing and maintaining the integrity of service assets
• Ensuring that services can be managed, operated and supported in accordance with
constraints specified during the service design stage of the service lifecycle.
• Managing the complexity associated with changes to services and service management
processes
• Introducing new services
• Changes to existing services, e.g. expansion, reduction, change of supplier, acquisition or
disposal of sections of user base or suppliers, change of requirements or skills availability
• Decommissioning and discontinuation of services, applications or other service components
• Transferring services to and from other service providers.

Sensitivity: Internal & Restricted

Key Responsibilities:
• Communicating with stakeholders
• Maintaining records and providing management information on resource use,
project/service transition progress, budgeted and actual spend
• Managing and coordinating the functions that are involved in service transition
• Budgeting and accounting for service transition activities and resources
• Acting as the prime interface for senior management for service transition planning and
reporting
• Managing and coordinating requests for resources
• Coordinating service transition activities across projects, suppliers and service teams
(working with project managers and other personnel as required)
• Ensuring that the final delivery of each service transition meets the agreed customer and
stakeholder requirements specified in the service design package.
• Maintaining and integrating plans for specific service transitions
• Maintaining and monitoring progress for service transition changes, issues, risks and
deviations; including tracking progress on actions and mitigation of risks

Skills:
• Strong program and project management skills
• Good analytical and problem-solving skills
• ITIL V3 or PMI certification is preferred
• Knowledge Management
• The Service Design Package (SDP)
• Service Transition Policies

Experience:

• Overall 7 to 10 years of experience

• Atleast 3+ years of experience in Project & Program Management.

Sensitivity: Internal & Restricted