Key Requirements & Responsibilities
Transition Methodology Architecture - Define, institutionalize, and continually monitor the enterprise-wide global transition services, establishing strict tollgate criteria for AS-IS discovery, TO-BE state definitions, and parallel run phases.
Act independently to build required transition plans, sign off with customer and internal stakeholders, work with delivery, talent acquisition, practice & finance teams to complete transition on schedule, budget and scope
Build transition plans including support models, change management, learning and communication deliverables using transition framework
KT lifecycle verification, architect and enforce rigorous validation gates for the end-to-end KT process, including documented structured shadowing and reverse-shadowing schedules.
Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production. This includes operational readiness, support documentation and acceptance checklists.
Risk & Remediation Management, proactively identify, track, and mitigate transition risks and cultural friction points, designing custom remediation plans when knowledge retention gaps are flagged during phase audits.
Location & Agility, Candidate is required in India (Working Hours suitable to drive transition of services globally – 3 PM IST to 12:00 AM IST) with 50% travel if required, heavier during transition delivery phases.
Global Transition Delivery & Implementation Strategy
Sourcing Optimization, partner with talent acquisition, to map and execute sourcing strategies that leverage talent capabilities in strategic locations based on the requirement of the specific service & offshore locations.
Operating Model Harmonization, bridge geographical, cultural, and operational requirements between US-based corporate leadership and international delivery teams, ensuring complete alignment on target operational performance baselines.
Resource Readiness, validate that international delivery teams meet precise staffing, language proficiency, multi-lingual tiering, and technical capability matrix requirements prior to operational handoffs.
Domain Based Transition Execution – Service Desk, EUC, ITAM, AV & Supply Chain logistics
Direct the comprehensive service capture, asset mapping, and capability transition across the following five critical technological domains:
IT Service Desk, Oversee the onboarding of global, multi-lingual, multi-tiered support models, ensuring proper capture of incident management protocols, conversational workflows, and ticket-routing heuristics.
End User Computing (EUC) Services, drive the service handoff of modern workplace environments, including Virtual Desktop Infrastructure (VDI), unified endpoint management, and local/remote device deployment logistics.
IT Asset Management (ITAM), manage the meticulous transfer of hardware/software asset lifecycles) licensing compliance protocols, and governance standards.
AV Technology, Command complex service transitions for AV experience centers, their setup, management & maintenance activities, verifying the handoff required playbooks, access, and niche tasks that could be region specific.
Supply Chain Logistics, Lead the transition between multi-vendor logistics providers, their processes, and build required plans to ensure all services across vendors are captured and would be unified and standardized across global locations.
Required Qualifications & Experience
Professional Tenure 15 years of experience in Transitioning large scale global services from tier 1 product organizations to multi-tier service providers and service integrators, with at least 10 years spent exclusively leading massive, multi-tower ITES service transitions.
Geographical Presence, Must be permanently based in India, with a proven history of managing complex stakeholder relationships at senior levels within customer and incumbent organizations.
Global Transition Mastery, Demonstrable, hands-on track record of orchestrating large-scale transitions to global delivery hubs, nearshore & offshore centers, managing programs involving 500+ global resources.
Infrastructure Fluency, Deep, structural understanding of Managed Services Provider (MSP) operational frameworks covering IT Service Desk, EUC, ITAM, AV services & supply chain logistics.
Commercial Acumen, Thorough experience working with Statements of Work (SOW), Master Services Agreements (MSA), Service Level Agreements (SLA), and managing transition budgets exceeding $50M.
Preferred Certifications
Service Management, ITIL v4 Master or ITIL v4 Managing Professional certification.
Program & Project Management, Program Management Professional (PgMP) or Project Management Professional (PMP).
Key Performance Indicators (KPIs)
Knowledge Retention & Readiness Score, Achieve a minimum 95% pass rate on engineering/agent readiness assessments during the reverse-shadowing phase prior to final sign-off.
Time-to-Steady-State Acceleration, Seamless execution of transition phases ensuring the global delivery team meets baseline SLA commitments within 30 days of standard run-rate handoff.
Transition Budget Variance, Manage the comprehensive, global transition program within a +/- 5% variance of the approved financial business case.
Zero Escalation Tollgate Compliance, 100% adherence to playbook tollgate requirements without critical operational service disruptions during parallel run phases.
