Transition & Service Readiness Manager

Department: Digital Transformation

Experience: 7-10

• Coordinate end-to-end transition-to-BAU activities for new services and applications.
• Support the Knowledge Management team in developing and managing transition plans, schedules, and readiness checkpoints.
• Ensure support requirements are identified, documented, and agreed before handover.
• Track and manage transition risks, dependencies, actions, and issues.

• Support the Technology application endorsement process by ensuring operational support requirements are assessed and documented.
• Engage with application owners, project teams, and Technology stakeholders to validate support models, ownership, escalation paths, and operational requirements.
• Ensure endorsement deliverables are completed before applications enter production support.
• Conduct retrospective operational readiness reviews for existing applications and services that were not formally onboarded into BAU support, identifying gaps in documentation, support ownership, knowledge transfer, monitoring, and support processes, and coordinating remediation activities to bring them to the required support standard.

• Partner with project and delivery teams to embed operational readiness activities into roadmap initiatives.
• Facilitate service readiness reviews and operational acceptance activities.
• Ensure monitoring, support procedures, access requirements, and service documentation are established prior to go-live.

• Coordinate activities associated with the India transition and transfer of support responsibilities.
• Support the Knowledge Management team in facilitating knowledge transfer sessions between teams.
• Ensure support documentation, operational processes, and responsibilities are clearly defined and understood.
• Track completion of readiness activities and report progress to stakeholders.

• Support the Knowledge Management team in capturing operational knowledge, support procedures, and service documentation.
• Coordinate knowledge transfer workshops and handover sessions.
• Ensure Technology support engineers receive adequate training and readiness assessments before assuming support responsibilities.

• Act as the central coordination point between Technology, project teams, vendors, and business stakeholders.
• Facilitate regular transition meetings and provide status reporting.
• Drive accountability for completion of transition deliverables and readiness activities.

• Transition plans and readiness checklists for all in-scope services.
• Completed operational support documentation and knowledge articles.
• Evidence of knowledge transfer and engineer training completion.
• Operational readiness assessments and transition sign-off records.
• Weekly status reporting on transition progress, risks, and issues.

• Experience coordinating service transitions, operational readiness, or service management activities in an enterprise environment.
• Strong stakeholder management and communication skills.
• Experience working with application onboarding, support models, and service operations.
• Understanding of ITIL service transition and operational support practices.
• Ability to coordinate multiple workstreams and manage competing priorities.
• Strong documentation and organisational skills.

• Services transitioned into BAU support with documented support requirements and ownership.
• Knowledge transfer and engineer readiness completed prior to handover.
• Reduction in post-transition support issues caused by insufficient operational preparation.
• Successful coordination of application endorsements, roadmap initiative transitions, and India transition activities within agreed timelines.