Senior Transition Manager

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

Following the merger of Trustmarque and Ultima, we've created one of the UK's most exciting technology businesses, bringing together over 1,400 talented people and a broad portfolio of cloud, AI, cyber security, digital transformation, and managed services capabilities.

As we continue our ambitious growth journey, we're looking for an experienced Senior Transition Manager to lead complex Managed Services transitions and ensure our customers experience a seamless journey into live service.

If you're an experienced service transition professional who enjoys bringing together customers, technical teams and operational stakeholders to deliver successful outcomes, we'd love to hear from you.

About the Role

As Senior Transition Manager, you'll take end-to-end ownership of complex service transitions, from initial planning and mobilisation through to service readiness, operational acceptance and handover.

You'll manage a varied portfolio of transitions including new customer onboarding, changes to existing customer environments, new service introductions and customer decommissions - ensuring each is delivered within agreed budgets and timescales and meets contractual and operational readiness requirements.

Working closely with Service Architects, the Project Management Office (PMO), Sales, Service Delivery Managers and operational delivery teams, you'll provide the governance and leadership needed to move services successfully into operation.

This is a highly visible, customer-facing role where you'll build relationships with senior stakeholders and C-Suite leaders both internally and across our customer base.

What You'll Be Doing

• 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.

What We're Looking For

We're looking for an experienced Service Transition professional who combines strong service management knowledge with excellent customer and stakeholder management skills.

You'll ideally have:

• Proven experience managing complex service transitions, ideally within a large-scale Managed Service Provider (MSP).
• ITIL Managing Professional accreditation or experienced operating within an ITIL-aligned service management environment.
• Strong knowledge and practical application of service transition and service management principles.
• Extensive experience within the technology industry, with a good understanding of IT infrastructure and Managed Services.
• Experience managing multiple customer transitions or workstreams simultaneously.
• Excellent stakeholder management skills, with the confidence to work 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 experience managing transition budgets and contractual requirements.
• A proactive, organised and methodical approach with strong attention to detail.
• A solution-focused mindset and the ability to identify issues, remove barriers and take ownership through to resolution.

Why Join Trustmarque Ultima?

• This is an exciting opportunity to join a business at a transformational stage of its journey.
• You'll have the opportunity to:
• Take ownership of complex and high-profile customer transitions.
• Work across a broad portfolio of Managed Services and technology solutions.
• Build relationships with senior stakeholders across our business and customer base.
• Influence and improve how we approach service transition and customer onboarding.
• Collaborate with talented teams across technical, project, sales and service delivery functions.
• Build your career within one of the UK's leading technology solutions providers.

Our Values

Everything we do is built around three core values:

Team - We achieve more together through collaboration, trust and mutual respect.

Excellence - We continually strive to deliver exceptional outcomes for our customers, partners and colleagues.

Empowerment - We give our people the freedom, support and confidence to make a real impact.

If you're looking for a senior role where you can take ownership of complex transitions, influence how services are brought into operation and make a real difference to the customer experience, we'd love to hear from you.