Transition Manager SDM

Main Responsibilities

• Understand current set up, compare it with our solutions and do a gap analysis and roll out new solutions.


• Planning the IT Transition project and actively managing its progress, resolving issues and initiating appropriate corrective action


• Ensuring the delivery of IT services into Operational Service is to the appropriate level of quality, on time in accordance with the project plan and project governance arrangements


• Managing communications with stakeholders (internally and externally), reporting the progress of the project at regular intervals


• Managing Risks, Assumptions, Issues & Dependencies to a successful outcome


• Managing the transition scope, through effective change management throughout the project lifecycle, escalating and highlighting to relevant parties for resolution as necessary.


• Manage the expenditure within the IT Service Transition, ensuring all costs and times are recorded against products and services delivered


• Adhering to Serco’s transition and governance


• Provide leadership and guidance to staff;


• Post-transition Account management;


• Manage and maintain the staffing plans in accordance with operational and legal requirements;


• Act as the escalation point for issues for both staff and the customer;


• Reporting internally and externally[JK1] 


• Tracking of issues and incidents;


• QA (including tracking/resolution of actions, reporting and participation in reviews/audits).

Successful Candidate

• 8 years of experience as Team Leader with 5 years of those coming as a Service Delivery Manager role with experience in IT service desk transition process


• Demonstrated Service Delivery and IT Service Desk Management experience (SLA definition, setup and monitoring).


• Account Management experience


• ITIL certified and project management experience


• 5 years of experience with certification such as ITIL V4+ expert RCV + expert OSA)


• Knowledge / Experience with CMMI Procedures and Methodology or equivalent


• Have a good understanding of IT Infrastructure and Security:  concepts, technology and best practices:[JK2]  ticketing tools and change management


• Knowledge of ticketing tools and change management


• Have a good understanding of IT networking:  WAN/LAN concepts, technology and troubleshooting;


• Fluent in both French and English, both in speech and writing;


• Strong experience in team management and supervision in shift working environments;


• Strong leadership skills


• Experience in training and mentoring staff;


• Solid knowledge of KPI/SLA driven service environments;


• Good knowledge of QA systems;


• Self-starter, able to work independently with little or no supervision;


• Pro-active and confident personality with good persuasive skills;


• Team-player, able to interface with technical and management personnel;


• Well-organized, able to prioritize and manage several tasks in parallel


• Able to write and present documentation and reports.