Transition and Transformation V

Astreya; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Astreya is seeking an accomplished Transition Leader to define and govern enterprise-wide transition services. You will design tollgates for AS-IS/TO-BE, drive KT readiness, and manage risks across IT service domains from India, with international delivery involvement.

You will lead multi-tower ITES transitions, including IT Service Desk, EUC, ITAM, AV and Supply Chain, coordinating stakeholders and budgets above $50M. This role requires deep MSP familiarity and a hands-on delivering mindset.

Qualifications

• 15 years of experience in large-scale global service transitions.
• Based in India with a track record of managing senior stakeholder relationships.
• Hands-on orchestration of transitions to global hubs, nearshore and offshore centers.
• Fluency in MSP operational frameworks across ITSM disciplines.
• Experience with SOW/MSA/SLA and budgets exceeding $50M.

Responsibilities

• Define enterprise-wide transition services and tollgate criteria.
• Architect and enforce KT validation gates and readiness.
• Identify and mitigate transition risks and remediation plans.
• Coordinate global delivery with India-based and offshore teams.
• Lead domain transitions: IT Service Desk, EUC, ITAM, AV, and Supply Chain.

Skills

Transition Architecture

KT Verification

Risk Management

Global Delivery

Sourcing Strategy

Operating Model

Resource Readiness

Domain Transitions

IT Service Desk

EUC Services

ITAM

AV Technology

Supply Chain

Stakeholder Mgmt

SOW/MSA/SLA

Job description

Key Requirements & Responsibilities

• Transition Methodology Architecture - Define, institutionalize, and continually monitor the enterprise-wide global transition services, establishing strict tollgate criteria for AS-IS discovery, TO-BE state definitions, and parallel run phases. Act independently to build required transition plans, sign off with customer and internal stakeholders, work with delivery, talent acquisition, practice & finance teams to complete transition on schedule, budget and scope. Build transition plans including support models, change management, learning and communication deliverables using transition framework.
• KT lifecycle verification, architect and enforce rigorous validation gates for the end-to-end KT process, including documented structured shadowing and reverse-shadowing schedules. Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production. This includes operational readiness, support documentation and acceptance checklists.
• Risk & Remediation Management, proactively identify, track, and mitigate transition risks and cultural friction points, designing custom remediation plans when knowledge retention gaps are flagged during phase audits.
• Location & Agility, Candidate is required in India (Working Hours suitable to drive transition of services globally – 3 PM IST to 12:00 AM IST) with 50% travel if required, heavier during transition delivery phases.

Global Transition Delivery & Implementation Strategy

• Sourcing Optimization, partner with talent acquisition, to map and execute sourcing strategies that leverage talent capabilities in strategic locations based on the requirement of the specific service & offshore locations.
• Operating Model Harmonization, bridge geographical, cultural, and operational requirements between US-based corporate leadership and international delivery teams, ensuring complete alignment on target operational performance baselines.
• Resource Readiness, validate that international delivery teams meet precise staffing, language proficiency, multi-lingual tiering, and technical capability matrix requirements prior to operational handoffs.
• Domain Based Transition Execution – Service Desk, EUC, ITAM, AV & Supply Chain logistics Direct the comprehensive service capture, asset mapping, and capability transition across the following five critical technological domains.
  • IT Service Desk, Oversee the onboarding of global, multi-lingual, multi-tiered support models, ensuring proper capture of incident management protocols, conversational workflows, and ticket-routing heuristics.
  • End User Computing (EUC) Services, drive the service handoff of modern workplace environments, including Virtual Desktop Infrastructure (VDI), unified endpoint management, and local/remote device deployment logistics.
  • IT Asset Management (ITAM), manage the meticulous transfer of hardware/software asset lifecycles) licensing compliance protocols, and governance standards.
  • AV Technology, Command complex service transitions for AV experience centers, their setup, management & maintenance activities, verifying the handoff required playbooks, access, and niche tasks that could be region specific.
  • Supply Chain Logistics, Lead the transition between multi-vendor logistics providers, their processes, and build required plans to ensure all services across vendors are captured and would be unified and standardized across global locations.

Required Qualifications & Experience

• Professional Tenure 15 years of experience in Transitioning large scale global services from tier 1 product organizations to multi-tier service providers and service integrators, with at least 10 years spent exclusively leading massive, multi-tower ITES service transitions.
• Geographical Presence, Must be permanently based in India, with a proven history of managing complex stakeholder relationships at senior levels within customer and incumbent organizations.
• Global Transition Mastery, Demonstrable, hands-on track record of orchestrating large-scale transitions to global delivery hubs, nearshore & offshore centers, managing programs involving 500+ global resources.
• Infrastructure Fluency, Deep, structural understanding of Managed Services Provider (MSP) operational frameworks covering IT Service Desk, EUC, ITAM, AV services & supply chain logistics.
• Commercial Acumen, Thorough experience working with Statements of Work (SOW), Master Services Agreements (MSA), Service Level Agreements (SLA), and managing transition budgets exceeding $50M.

Preferred Certifications

• Service Management, ITIL v4 Master or ITIL v4 Managing Professional certification.
• Program & Project Management, Program Management Professional (PgMP) or Project Management Professional (PMP).

Key Performance Indicators (KPIs)

• Knowledge Retention & Readiness Score, Achieve a minimum 95% pass rate on engineering/agent readiness assessments during the reverse-shadowing phase prior to final sign-off.
• Time-to-Steady-State Acceleration, Seamless execution of transition phases ensuring the global delivery team meets baseline SLA commitments within 30 days of standard run-rate handoff.
• Transition Budget Variance, Manage the comprehensive, global transition program within a +/- 5% variance of the approved financial business case.
• Zero Escalation Tollgate Compliance, 100% adherence to playbook tollgate requirements without critical operational service disruptions during parallel run phases.