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.

Skills Required