Transition & Service Readiness Manager

Tezo; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Tezo in Sydney, Australia, seeks a Transition & Service Readiness Manager to lead the planning and coordination of transitioning new services into BAU. You will enable operational readiness, document knowledge transfer, and ensure engineers are prepared before handover.

This role requires strong stakeholder management, ITIL-informed transition practices, and the ability to coordinate multiple streams across technology and business teams.

Qualifications

• Experience coordinating service transitions, operational readiness, or service management 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.

Responsibilities

• 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.

Skills

Stakeholder management

Project coordination

ITIL knowledge

Documentation

Communication skills

Job description

Role : Transition & Service Readiness Manager

Location : Sydney - Australia

Reporting to: Practice Lead, Digital Operations

Job Description:

The Transition & Service Readiness Coordinator will be responsible for ensuring new services, applications, and initiatives are successfully transitioned into Business-as-Usual (BAU) support. The role will coordinate transition activities across Technology and business stakeholders, ensuring operational readiness, support documentation, knowledge transfer, and engineer enablement are completed prior to service handover.

This role will address current challenges associated with limited transition planning timeframes and improve the consistency and quality of service onboarding into BAU support.

Key Responsibilities

Transition Planning & Coordination

• 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.

Application Endorsements

• 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.

Roadmap Initiative Readiness

• 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.

India Transition Coordination

• 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.

Knowledge Management & Training

• 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.

Stakeholder Engagement

• 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 & Skills

• 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.

Success Measures

• 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.