Service Operations Transition Manager

Dyson Institute; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Dyson Institute is seeking an IT Service Operations Transition Manager in Malaysia to govern, coordinate, and assure the successful transition of IT services into live operation. You will work across project teams, service owners, suppliers, and operational support to ensure services are ready, documented, and aligned with standards.

Responsibilities include defining readiness criteria, conducting transition reviews, and ensuring knowledge transfer and training are completed before production.

Qualifications

• 5+ years global experience in leading service transition, service introduction, operational readiness, or production acceptance activities.
• Experience supporting complex programmes, technology transformations, platform deployments, supplier transitions, or operational change initiatives.
• Ability to manage service introductions into global operational environments and work with ITIL-based governance.
• Strong stakeholder management, communication, and facilitation skills; ability to influence delivery teams and senior stakeholders.
• Knowledge of risk management, transition governance, and go/no-go decision processes.

Responsibilities

• Own the service transition framework, standards, governance, and improvement roadmap.
• Ensure new and changed services meet operational readiness and acceptance criteria before go-live.
• Coordinate transition activities across project, engineering, supplier, service owner, and operational teams.
• Lead readiness reviews, transition governance forums, and operational acceptance decisions.
• Govern knowledge transfer, documentation, training, and handover activities.
• Ensure early life support is planned, governed, monitored, and formally closed.
• Maintain visibility of transition risks, unresolved actions, readiness gaps, and decision points.
• Support go/no-go decisions with clear evidence and practical risk recommendations.
• Provide executive reporting on transition readiness, service risk, and post go-live stability.

Job description

About role

The IT Service Operations Transition Manager is accountable for governing, coordinating, and assuring the successful transition of new, changed, or transformed IT services into live operation. The role ensures services, applications, platforms, infrastructure, workplace technologies, suppliers, and operational capabilities meet defined readiness and acceptance criteria before deployment into production. The IT Service Operations Transition Manager works across project teams, engineering teams, service owners, process owners, suppliers, cybersecurity, architecture, and operational support functions to ensure services are stable, supportable, recoverable, documented, monitored, and aligned to operational standards.

Key Accountabilities

1. Service Transition Ownership and Governance

The IT Service Operations Transition Manager is accountable for the design, governance, and effective operation of the service transition framework.

Responsibilities include:

• Own and maintain the service transition framework, governance model, standards, and operating procedures.
• Define operational readiness requirements for new and changed services.
• Establish service transition checkpoints, decision gates, and approval criteria.
• Ensure service transition is embedded into project, change, release, and operational governance.
• Provide senior oversight of production service introductions and operational acceptance decisions.
• Act as the escalation point for transition risks, readiness gaps, and unresolved handover issues.

2. Operational Readiness Assurance

Ensure services are fully prepared for live operation before deployment.

Responsibilities include:

• Define and maintain operational acceptance criteria across people, process, technology, supplier, risk, and support dimensions.
• Assess readiness across support models, monitoring, alerting, documentation, ownership, knowledge, access, reporting, and escalation paths.
• Ensure operational teams are ready, trained, and equipped to support the service from day one.
• Validate that service desk, resolver groups, suppliers, and service owners understand support responsibilities.
• Confirm critical operational controls are in place before go-live.
• Challenge go-live decisions where readiness is incomplete or service risk is unacceptable.

3. Transition Planning and Cross-Functional Coordination

Lead transition planning across complex technology and operational environments.

Responsibilities include:

• Develop and maintain transition plans for major projects, services, platforms, and supplier changes.
• Coordinate transition activities across project teams, operational teams, suppliers, and business stakeholders.
• Identify transition dependencies, risks, owners, milestones, and acceptance actions.
• Facilitate transition governance forums and readiness reviews.
• Provide clear reporting on readiness status, outstanding actions, risks, and decisions required.
• Ensure transition activities are aligned with change, release, service design, and operational planning.

4. Knowledge Transfer and Operational Acceptance

Ensure operational teams receive the knowledge, documentation, and capability required to support services effectively.

Responsibilities include:

• Govern knowledge transfer from delivery teams, engineering teams, suppliers, and project teams into live operations.
• Ensure support documentation, runbooks, knowledge articles, escalation paths, and operational procedures are complete and usable.
• Coordinate training and walkthroughs for service desk, resolver groups, support teams, and suppliers.
• Ensure formal operational acceptance is completed before services move into production.
• Maintain evidence of handover, training, acceptance, and outstanding support risks.
• Ensure lessons from early life support are captured and used to improve future transitions.

5. Early Life Support and Post Go-Live Stabilisation

Ensure services remain stable during the critical post-deployment period.

Responsibilities include:

• Define early life support requirements, ownership, duration, success criteria, and exit conditions.
• Coordinate post go-live support arrangements across project, supplier, and operational teams.
• Monitor incidents, user feedback, service performance, known errors, and operational defects after launch.
• Ensure unresolved issues are tracked, prioritised, and owned through to closure.
• Facilitate transition closure reviews and confirm readiness for steady-state support.
• Escalate service instability or poor support outcomes where corrective action is required.

6. Risk Management and Service Protection

Protect service stability by ensuring transition risks are visible, assessed, and actively managed.

Responsibilities include:

• Identify operational risks associated with service introduction, supplier transition, technical change, and support readiness.
• Maintain transition risk logs, action plans, and decision records.
• Escalate unacceptable readiness gaps or unmanaged operational risks to senior stakeholders.
• Support go/no-go decisions with clear evidence and risk-based recommendations.
• Ensure transition risks are linked to wider operational, service, supplier, and business risks where appropriate.
• Prevent services entering production without appropriate support, recovery, monitoring, and ownership arrangements.

7. Continual Improvement and Transition Maturity

Build strong relationships across the organisation to drive process adoption.

Responsibilities include:

• Conduct post-transition reviews and identify recurring themes, weaknesses, and improvement opportunities.
• Define and maintain a service transition improvement roadmap.
• Improve transition templates, checklists, governance reporting, and readiness assessment methods.
• Promote standardisation, automation, and repeatability across service introduction activities.
• Use transition outcomes, incidents, audit findings, and stakeholder feedback to improve the process.
• Provide maturity reporting and recommendations to IT leadership.

Key Responsibilities

The IT Service Operations Transition Manager will:

• Own the service transition framework, standards, governance, and improvement roadmap.
• Ensure new and changed services meet operational readiness and acceptance criteria before go-live.
• Coordinate transition activities across project, engineering, supplier, service owner, and operational support teams.
• Lead readiness reviews, transition governance forums, and operational acceptance decisions.
• Govern knowledge transfer, support documentation, training, and handover activities.
• Ensure early life support is planned, governed, monitored, and formally closed.
• Maintain visibility of transition risks, unresolved actions, readiness gaps, and decision points.
• Support go/no-go decisions with clear evidence and practical risk recommendations.
• Provide executive reporting on transition readiness, service risk, and post go-live stability.
• Drive continual improvement of service transition maturity, standards, and ways of working.
• Partner with IT service management, delivery, engineering, architecture, cybersecurity, suppliers, and business stakeholders.

Key Deliverables

• Service Transition Framework.
• Operational Readiness Assessment Model.
• Operational Acceptance Criteria.
• Service Introduction Checklist.
• Transition Governance Reporting.
• Transition Risk and Action Register.
• Knowledge Transfer and Training Plans.
• Service Handover Documentation.
• Support Readiness Reports.
• Early Life Support Plan and Exit Report.
• Service Acceptance Records.
• Post-transition Review Reports.
• Transition Performance Metrics.
• Continual Improvement Required.

Required Experience

The successful candidate should have 5+ years’ global experience in:

• Leading service transition, service introduction, operational readiness, or production acceptance activities in a large or complex organisation.
• Supporting complex programmes, technology transformations, platform deployments, supplier transitions, or operational change initiatives.
• Managing service introductions into global operational environments.
• Working across IT service management, operations, project delivery, engineering, support, supplier, and business stakeholder groups.
• Developing transition governance frameworks, operational acceptance criteria, and readiness assessment models.
• Managing operational risks, readiness gaps, service handover issues, and post go-live stabilisation activities.
• Coordinating knowledge transfer, support documentation, service desk readiness, and resolver group onboarding.
• Producing senior-level reporting on transition status, risk, readiness, and improvement activity.
• Working within ITIL-based service management and change governance environments.
• Driving continual improvement of service transition processes and operational supportability.

Required Skills and Capabilities

• Worked extensively in a global organization where you have been fully accountable for the transition framework and outcomes.
• Strong understanding of service transition, operational readiness, and service acceptance principles.
• Strong IT service management and operational governance knowledge.
• Excellent stakeholder management, communication, and facilitation skills.
• Ability to influence and challenge delivery teams, suppliers, and senior stakeholders.
• Strong risk management and service protection mindset.
• Excellent planning, coordination, and dependency management capability.
• Ability to translate complex technical and operational detail into clear executive insight.
• Strong documentation, reporting, and governance discipline.
• Supplier management and third-party coordination experience.
• Strong problem-solving and decision-making capability.
• Ability to operate confidently across both strategic and operational levels.
• Continuous improvement mindset focused on improving stability, supportability, and employee experience.

Preferred Qualifications

• ITIL Foundation or higher.
• PRINCE2, PMP, Agile, Scrum, or equivalent project management qualification.
• Lean, Six Sigma, or continuous improvement certification.
• ServiceNow experience or equivalent ITSM platform experience.
• Experience with service design, change enablement, release management, or operational resilience.
• Experience operating in a global enterprise environment.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.