Hybrid Onboarding & Transition Lead

Focus Group; Birmingham; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid working options

Pension scheme

Health & wellbeing benefits

Volunteer days

Learning & development

Collaborative culture

Job summary

Focus Group in Birmingham is seeking a Customer Onboarding & Transition Specialist to lead the end-to-end onboarding of new customers, from signed contract to first-time portal usage. The role blends project management, technical onboarding and deep customer success, with hybrid work from UK offices and some travel.

You will develop onboarding plans, run meetings, coordinate across departments, and ensure risks are mitigated in the first 90 days while delivering a smooth transition experience.

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles.
• Strong technical background with M365, Azure, networking knowledge.
• Excellent written and verbal communication, able to explain tech to non-tech stakeholders.
• Attention to detail and quality assurance capabilities.
• UK driving licence for on-site visits.

Responsibilities

• Own end-to-end onboarding from contract to fully integrated users.
• Lead onboarding meetings, including onsite visits when needed.
• Coordinate across departments to hit exact timings during transitions.
• Identify risks early and facilitate portal and system adoption.
• Support renewals and explore automation opportunities during onboarding.

Skills

IT project management

Technical delivery

Service desk leadership

Customer success

M365 knowledge

Azure knowledge

Networking

Clear communication

Documentation

Driving licence

Tools

RMM

PSA

Datto RMM

ServiceNow

IT Glue

Rewst

Job description

Focus Group in Birmingham is seeking a Customer Onboarding & Transition Specialist to lead the end-to-end onboarding of new customers, from signed contract to first-time portal usage. The role blends project management, technical onboarding and deep customer success, with hybrid work from UK offices and some travel.

You will develop onboarding plans, run meetings, coordinate across departments, and ensure risks are mitigated in the first 90 days while delivering a smooth transition experience.