Job Description

Key Responsibilities:

Lead and manage the transition of services from projects into BAU, ensuring readiness, stability, and handover to operations teams. Collaborate closely with project managers, solution architects, and operations teams to define transition requirements and success criteria. Establish and maintain transition checklists, governance frameworks, and acceptance processes. Ensure documentation, knowledge transfer, and training are completed for operational teams before go-live. Oversee ongoing service delivery performance, ensuring services meet agreed SLAs and KPIs. Identify opportunities for process, technology, and operational improvements across service delivery. Lead service improvement initiatives to enhance reliability, efficiency, and customer experience. Work with stakeholders to analyze incident trends, problem records, root causes, driving preventive measures. Act as a primary point of contact for stakeholders during service transition and improvement initiatives. Manage relationships with third-party vendors and partners to ensure effective delivery of services. Provide clear communication to senior management on service performance, risks, and improvement initiatives. Ensure service delivery aligns with ITIL, project governance frameworks, and organizational policies. Maintain compliance with relevant audit, security, and regulatory requirements. * Support risk management and mitigation across service transition and delivery.