Job Description

Perspective

Responsibility

Customer

Collaborate with internal and external stakeholders, during the transition lifecycle.

Act as a primary point of contact for customer teams during transition, ensuring transparency in communication, reporting, and issue resolution.

Financial

Support budget planning and cost tracking for transition-related activities, ensuring alignment with financial targets and identifying potential savings or overruns

Process and Operations

Transition Design

Detailed Transition approach and methodology curation for all transition phases (Interview, Knowledge Transfer, Trial, Hypercare and Go-Live)

Establish tollgate criteria and exit conditions for each phase (Interview KT Trial Go-Live Hypercare)

Define transition governance structure, escalation matrix, and communication protocols.

Incorporate lessons learned from previous transitions into methodology.

Detailed RACI covering all stakeholders Responsibilities during each phase of transition.

Curation of templates and trackers for each transition phases

Transition Planning

Detailing the schedule/ logistics/ training plan/ assessments and other planning document. at tower / process level

Drive alignment of transition plans with organizational strategy and business objectives

Transition Execution, program management and Reporting

.

Track and update RAID logs (Risks, Assumptions, Issues, Dependencies) regularly.

Support tracking of transition deliverables, timelines, and milestone signoffs

Monitor progress against tollgates; escalate deviations proactively.

Define and implement standardized reporting cadence and templates.

Facilitate transition governance review meetings with stakeholders and leadership.

Lead structured change management initiatives including stakeholder communication, impact analysis, and adoption planning.

Collaborate with IT and automation teams to implement tools to enhance transition reporting.

Transition Risk & Issue Management

Collaborate with stakeholders to implement risk responses and prevent service disruptions.

Ensure business continuity and disaster recovery plans are embedded in transition and service operations.

Learning & Development

Mentor delivery team members on transition related concepts Participate in knowledge-sharing forums and team reviews. Stay updated on analytics tools, audit methodologies, and SSC operating models. Develop reporting templates, process SOPs, and automation guides to enhance team capabilities.

Secondary

Responsibilities

Support service management pillars in Liasoning with Group companies/HQ teams Champion adoption of best practices in performance, governance and service excellence.

SECTION IV: DELIVER - KEY OUTPUTS / RESULTS FROM THE ROLE

Key Performance Indicators (KPI)

What are the measurable indicators for the role?

Measurable Deliverables

Quality and timeliness of transition phase deliverables and templates Active tracking and resolution of risk and issue logs Defined project reporting and post-transition scorecards Increased automation adoption and measurable reduction in manual reporting efforts. Tracking of transition milestones, with signed-off handovers to operations Completion of transition sessions with stakeholder sign-off and documented SOPs * Stakeholder satisfaction scores or feedback ratings meeting predefined thresholds during and after transition