Senior Managed Services Transition Lead

Ultima; Cape Town; On-site; ZAR 1,534,000 - 1,972,000; Full time

Job summary

Trustmarque Ultima seeks an experienced Senior Transition Manager to lead complex Managed Services transitions from planning to live service, ensuring customer outcomes and adherence to budgets and timelines.

You'll work with Service Architects, PMO, Sales and delivery teams to orchestrate governance, knowledge transfer and handovers, building strong relationships with senior stakeholders and C-Suite leaders across our client base.

Qualifications

• Proven experience managing complex service transitions, ideally within a large-scale Managed Service Provider (MSP).
• ItIL Managing Professional accreditation or experience in ITIL-aligned service management.
• Strong knowledge and practical application of service transition and service management principles.
• Extensive experience in the technology industry with IT infrastructure and Managed Services.
• Experience managing multiple customer transitions or workstreams simultaneously.
• Excellent stakeholder management with the ability to engage across Sales, Delivery, Product, Operations and Executive teams.
• Strong customer-facing experience with the ability to engage and influence senior and C-Suite stakeholders.
• Excellent communication, facilitation and documentation skills.
• Strong commercial awareness including managing transition budgets and contractual requirements.
• Proactive, organised and methodical with strong attention to detail.
• Solution-focused mindset with ability to identify issues and drive resolution.

Responsibilities

• Lead the planning and delivery of complex Managed Services transitions from inception through to operational acceptance.
• Own the end-to-end transition lifecycle, ensuring services are operationally ready before acceptance into live service.
• Manage customer onboarding, service mobilisation, mid-life changes, new service introductions and customer decommissions.
• Develop and maintain transition plans, mobilisation plans and governance frameworks.
• Define and manage clear entry and exit criteria throughout each stage of transition.
• Lead service readiness reviews and ensure operational teams have the knowledge, documentation, tooling and processes required to support each service.
• Identify and manage risks, issues and dependencies that could impact successful transition.
• Act as a key transition contact for customers, providing clear communication, governance and assurance throughout onboarding.
• Build trusted relationships with senior customer stakeholders and manage expectations throughout the transition lifecycle.
• Facilitate and chair transition workshops, stakeholder meetings and operational reviews.
• Work collaboratively with Service Architects, PMO, Service Delivery Managers, Sales and operational delivery teams.
• Ensure contractual service requirements are understood and successfully implemented.
• Oversee knowledge transfer and handover between project, technical and service delivery teams.
• Maintain transition documentation, service acceptance records and readiness checklists.
• Identify opportunities to improve transition processes, reduce delivery timescales and enhance the customer experience.

Skills

Complex transitions ownership

ITIL Managing Professional

Service transition principles

IT infrastructure knowledge

Budget & contractual management

Stakeholder management

Customer-facing senior stakeholderEng

Communication & documentation

Multiple workstreams management

Problem solving & ownership

MSP experience

Job description

Trustmarque Ultima seeks an experienced Senior Transition Manager to lead complex Managed Services transitions from planning to live service, ensuring customer outcomes and adherence to budgets and timelines.

You'll work with Service Architects, PMO, Sales and delivery teams to orchestrate governance, knowledge transfer and handovers, building strong relationships with senior stakeholders and C-Suite leaders across our client base.