Hybrid IT Onboarding & Transition Lead

Focus Group; Birmingham; Hybrid; GBP 40,000 - 44,000; Full time

Benefits offered by this job

Benefits

Job summary

Focus Group is seeking a Customer Onboarding & Transition Specialist to own end-to-end onboarding for IT Managed Services customers. You will guide transitions from signed contract to fully integrated service users, coordinating with engineers, sales, and support to ensure a smooth first 90 days.

This role blends technical understanding with customer success, delivering thorough onboarding plans, onsite visits when required, and proactive risk management across departments.

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles.
• Strong technical background with M365, Azure, networking.
• Excellent written and verbal communication skills.
• Attention to detail and quality assurance capabilities.
• Strong analytical skills for risks and improvements.
• Full valid UK driving licence.
• Ability to manage and prioritise complex workloads.
• Time management with punctual, responsible approach.
• Ability to work independently whilst maintaining collaborative relationships.
• Genuine desire to expand your technical knowledge and customer service skills.
• Experience with documentation systems and process development.

Responsibilities

• Take new customers from signed contract to fully integrated, confident service users.
• Lead end-to-end transitions from incumbent providers with onboarding plans and meetings.
• Coordinate onsite visits and ensure each department plays its part at the right time.
• Spot risks early, facilitate transitions to portals and systems, and address gaps identified by support.
• Support discoveries during later sales stages and discuss upsell opportunities with the right teams.

Skills

IT Project Management

Technical Delivery

Customer Success

M365 & Azure

Networking

Communication skills

Attention to detail

Analytical skills

UK driving licence

Workload prioritisation

Time management

Independent working

Documentation systems

Process development

RMM

ServiceNow

IT Glue

Datto RMM

Rewst

Tools

RMM

ServiceNow

IT Glue

Datto RMM

Rewst

Job description

Focus Group is seeking a Customer Onboarding & Transition Specialist to own end-to-end onboarding for IT Managed Services customers. You will guide transitions from signed contract to fully integrated service users, coordinating with engineers, sales, and support to ensure a smooth first 90 days.

This role blends technical understanding with customer success, delivering thorough onboarding plans, onsite visits when required, and proactive risk management across departments.