Senior Service Design & Transition Manager

Experian; Malaysia; Hybrid; MYR 240,000 - 340,000; Full time

Benefits offered by this job

Hybrid work arrangement

Inclusive paid leave

People-first culture

Job summary

Experian is hiring a Senior Service Design & Transition Manager to drive hands-on leadership across service design, transition, and continuous improvement. The role focuses on scalable, supportable services, SaaS transformations, and service governance across EMEA & APAC, reporting to the Head of Service Governance.

This senior individual contributor position emphasizes collaboration over direct people management.

Qualifications

• Bachelor’s degree in computer science, engineering, information technology, business, or a related discipline.
• 8+ years of experience in service design, transition, delivery, or governance within SaaS/cloud/tech environments.
• Experience designing and governing service models, SLAs, and operational commitments.
• Experience leading operational readiness and service transition activities for new products or transformations.
• Identify operational gaps, evaluate supportability risks, and drive remediation before acceptance.
• Strong stakeholder management and cross-country collaboration skills across time zones.

Responsibilities

• Define service models, SLAs, OLAs, and governance standards.
• Lead transition of new services, ensuring readiness and smooth handover.
• Strengthen governance and drive measurable service improvements.
• Coordinate service upgrades and transformation initiatives across regions.
• Apply knowledge of software delivery, cloud, and security risk to assess readiness.

Skills

Service design

Service transition

Governance

Stakeholder management

Leadership without authority

Cloud / SaaS

Release management

Automation opportunities

Education

Bachelor's degree in computer science or related field

ITIL certification

Job description

Senior Service Design & Transition Manager

• Full-time
• Employee Status: Regular
• Role Type: Hybrid
• Department: Customer Service
• Schedule: Full Time

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose-driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

This is a senior individual contributor role reporting to the Head of Service Governance, EMEA & APAC. You will provide hands‑on leadership across service design, transition and continuous improvement, influencing outcomes through expertise and collaboration rather than direct people management. Working across teams, you will help create scalable, supportable and commercially viable services, contribute to strategic programmes such as service pack upgrades and SaaS transformation, and build trusted relationships across EMEA and APAC.

Service Design and SLA Governance

• Define service models, support frameworks, SLAs, OLAs and governance standards.
• Partner with Commercial, Sales, Product, Operations and Client teams on service design, bids, RFPs and proposals.
• Align contractual commitments with operational capabilities, addressing gaps and risks before launch.
• Influence service requirements and go‑to‑market plans to ensure customer commitments are supportable from day one.

Service Transition and Operational Readiness

• Lead the transition of new services, clients, products and major enhancements into business‑as‑usual support.
• Define readiness plans and acceptance criteria while managing risks, dependencies and operational impacts.
• Prepare support teams through training, knowledge transfer, documentation, monitoring and clear procedures.
• Secure service acceptance and a smooth operational handover.

Service Governance and Improvement

• Strengthen service governance, management practices and operational processes.
• Analyse recurring issues and customer feedback, turning insights into measurable improvements.
• Identify automation opportunities that improve efficiency, reduce risk and increase service maturity.
• Lead governance forums and service reviews, providing clear reporting, recommendations and decision support.
• Track service performance, readiness and improvement outcomes through meaningful dashboards.

Release and Upgrade Coordination

• Coordinate service upgrades, software releases and transformation initiatives across EMEA and APAC.
• Manage scope, timelines, dependencies, risks, security remediation and stakeholder communications.
• Drive release readiness, support‑team preparation and operational acceptance.
• Keep customers and internal teams informed of changes, upgrade plans and operational impacts.

Technical Knowledge

• Apply knowledge of software delivery, cloud and platform operations, release governance and security vulnerability management to assess readiness and operational risk.
• Understand deployment approaches such as blue‑green and canary releases.
• Knowledge of Experian Decision Analytics products is beneficial but not essential.

What We're Looking For:

• Bachelor's degree in computer science, engineering, information technology, business, or a related discipline.
• Bring at least eight years of experience in service design, transition, delivery, or governance within a SaaS, cloud, platform, managed services, or technology environment.
• Experience designing and governing service models, support frameworks, Service Level Agreements (SLAs), and operational service commitments.
• Experience leading operational readiness and service transition activities for new products, services, clients, major enhancements, or transformation programs.
• Experience assessing service requirements, identify operational gaps, evaluate supportability risks, and lead remediation actions before service acceptance.
• Stakeholder management, communication, and influencing skills, with the ability to collaborate across multiple countries, cultures, functions, and time zones.
• Experience working across EMEA, APAC, and global teams within a matrix organisation.
• Leadership capability, and influence stakeholders without direct authority.
• Experience with software architecture, deployment processes, infrastructure, and operational support considerations.
• Experience with release management practices, service management tooling, and automation initiatives.
• ITIL certification; Lean Six Sigma, Project Management, or other service management certifications would be advantageous..

• Hybrid work arrangement: home and office
• Inclusive paid leave
• People-first and inclusive workplace

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