Service Transition and Continuous Improvement Specialist

About the role

The Service Transition and Continuous Improvement Specialist supports the Service Transition Manager in planning, coordinating and executing end‑to‑end service transition activities. The role ensures new or modified services are handed over smoothly to operational support while driving continuous improvement initiatives.

Key responsibilities

• Support the Service Transition Manager in planning, coordination and execution of service transition demands across towers.
• Create comprehensive service documentation, including process guides, service definitions, support models, SLAs, OLAs and governance models.
• Develop and execute service transition deliverables such as design assessments, readiness plans and acceptance criteria.
• Capture and validate operational training needs, performance, availability, scalability and security requirements.
• Assess and escalate transition risks and issues to stakeholders and line management.
• Facilitate stakeholder engagement to ensure alignment across technical, business and support teams.
• Maintain knowledge management artifacts and transition key operational knowledge.
• Manage Service Transition Kanban boards and apply Scrum methodologies to track progress.
• Assist in resource planning, workload allocation and capacity optimisation.
• Compile and analyse reports on transition progress and service performance.
• Contribute to process improvement, innovation and continual service improvement initiatives.

Required profile

• Proactive collaboration with Tower Heads, managers and cross‑functional teams.
• Ability to identify, assess and communicate transition risks.
• Strong focus on documentation quality and knowledge transfer.

Required skills

• Scrum
• Kanban
• Service Level Agreement (SLA) management
• Operational Level Agreement (OLA) management