Onboarding & Transition Lead — IT Services

Focus Group; Shoreham-by-Sea; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Holiday allowance 24 days

Hybrid working options

Enhanced parental leave

Company pension

Health & wellbeing benefits

Volunteer day

Learning & development

Collaborative culture

Job summary

Focus Group is seeking a Customer Onboarding & Transition Specialist to own the journey of new clients from contract to fully integrated service users. You will coordinate technical onboarding, project activities, and cross‑team collaboration to ensure a smooth first 90 days.

The role blends IT delivery with customer success, requiring strong communication, planning, and a proactive approach to risk, portal adoption, and process improvement.

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles
• Strong technical background with solid knowledge of M365, Azure, networking, and related technologies
• Excellent written and verbal communication skills – explain technical concepts to non-technical stakeholders
• Exceptional attention to detail and quality assurance capabilities
• Strong analytical skills for identifying risks, opportunities, and process improvements
• Full valid UK driving licence (for customer site visits)
• Ability to manage and prioritize complex workloads based on competing customer requirements
• Excellent time management with a punctual, responsible approach
• Ability to work independently whilst maintaining collaborative relationships across departments
• 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.
• Own customer success during the critical onboarding phase, beyond project delivery.
• Lead end-to-end transitions from incumbent providers with onboarding plans and meetings.
• Collaborate with engineers on onboarding components and define joiner/leaver processes.
• Monitor risks, manage portal move, and resolve gaps with the support team

Skills

IT project mgmt

Technical delivery

Service desk leadership

Customer success

Microsoft 365

Azure

Networking

Stakeholder mgmt

Documentation

Education

Microsoft certifications

ITIL Foundation

Prince2

PMP

Tools

Datto RMM

ServiceNow

IT Glue

Rewst

Job description

Focus Group is seeking a Customer Onboarding & Transition Specialist to own the journey of new clients from contract to fully integrated service users. You will coordinate technical onboarding, project activities, and cross‑team collaboration to ensure a smooth first 90 days.

The role blends IT delivery with customer success, requiring strong communication, planning, and a proactive approach to risk, portal adoption, and process improvement.