Service Transition Manager – Lead Service Design & Implementation

About the role

We are seeking a Service Transition Manager to lead the definition, design and hand‑over of new services to operations. The role will act as the primary point of contact between clients, project teams and support functions, ensuring smooth, high‑quality transitions.

Key responsibilities

• Establish service definitions, support models, SLAs/OLAs, governance models and operational cost budgets for new services.
• Participate in client stakeholder meetings, coordinate with operations and support teams, and serve as the main contact for transition initiatives.
• Implement service standards and operational policies to drive business excellence.
• Stabilize operations after go‑live and formalize business integration programs.
• Liaise between business owners, project managers, design & development teams, operations, and partners to ensure seamless service transition.
• Ensure project adherence to Service Design & Transition processes and act as gatekeeper for the Service Readiness Process.
• Create and lead Service Design Assessments, Support Plans and Service Acceptance Criteria.
• Define end‑to‑end support models across multiple delivery organisations and oversee training and non‑functional requirement delivery.
• Proactively identify, escalate and mitigate risks in collaboration with line management.

Required profile

• Bachelor’s degree in a relevant discipline or equivalent experience.
• 10+ years of experience, primarily in BPO/Shared Services environments, with hands‑on migration of small‑to‑medium engagements.
• Strong project management knowledge, including risk and issue management.
• Proven leadership abilities and experience managing teams.
• Excellent analytical, problem‑solving and communication skills.
• Ability to build relationships and negotiate with stakeholders.

Required skills

• MS Office