Senior Transition Manager

Job Description:
Experience & Mandatory Skills Job Description
1. Overall 20+ years of IT experience, with 7 to 12+ years of Transition Role specific experience in reputed Organization.
2. Candidate must have performed the role of Transition Solution Architect during Bid cycle, technically seasoned and expert in designing the Transition solution for various scope such as Application Development, Application Support, Testing, Transition out, Transition As Service (consulting), Role based, Inflight projects, Agile AD projects, Build to Run transition, DevOps model transition
3. Candidate must have managed and executed Transition programs of Medium size (250 FTE) to Large size (1000 FTE) deals, worked with Fortune 100 Client
4. Candidate must be ready to Travel (domestic & international) across the globe based on the requirements, should have valid Passport.
5. Candidate must possess excellent Client management, stakeholder management, program management skill, situation handling, advance presentation skill, handled Senior Management (CEO/ CTO/Program sponsor) connect
6. It is must to possess Thought leadership, Innovation skill & Demonstrated expertise in designing future & Next Generation Transition Solutions, ideation & execution of the tool / utilities/ product that will help to improve Transition Quality, reduce transition duration, automation of transition task, enhance & improve the end user experience during Transition program.
7. Basic / practitioner Knowledgeable on RPA, Machine Language, NLP, 3rd party Automation tools will be a preferred.
8. Candidate should have handled
18+ years relevant experience working as a Service Delivery Manager in IT industry
Must have good understanding of the ITIL processes (Incident / request handling, approval process, Change and Problem Management, Governance & Reporting)
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Excellent customer facing/customer service skills
Able to demonstrate a high degree of flexibility including shift and out of hours working Roles & Responsibilities
Take complete control/ownership for Incident, Request, Change and Escalation processes,
Ensure high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and client review meetings covering performance, service improvements, quality and processes
Operations o Help with resourcing, team building, conduct interviews, actively participate in team build-up operations o Ensure resource availability and allocation for 24x7 support (responsible as sole owner for team augmentation and build-up) o Compute track/project margins, track utilization, mentor team members In Technical Skills section: 1) Strong understanding or hands-on experience in any of the Mode-2 Digital Technologies (e.g, J2EE/.NET, Angular, Android/IOS, BI/Analytics, Hybris etc.

• 18+ years relevant experience working as a Service Delivery Manager in IT industry
• Must have good understanding of the ITIL processes (Incident / request handling, approval process, Change and Problem Management, Governance & Reporting)
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to demonstrate a high degree of flexibility including shift and out of hours working

Roles & Responsibilities

• Take complete control/ownership for Incident, Request, Change and Escalation processes,
• Ensure high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimised and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and client review meetings covering performance, service improvements, quality and processes Operations
• Help with resourcing, team building, conduct interviews, actively participate in team build-up operations
• Ensure resource availability and allocation for 24x7 support (responsible as sole owner for team augmentation and build-up)
• Compute track/project margins, track utilization, mentor team members

In Technical Skills section:
1) Strong understanding or hands-on experience in any of the Mode-2 Digital Technologies (e.g, J2EE/.NET, Angular, Android/IOS, BI/Analytics, Hybris etc.,) and experience in managing / executing projects in Agile with DevOps
2) Must have handled/managed production support of Digital systems across multiple regions with geographically dispersed teams