Transition and Transformation Manager

📋 Description

• • Lead end-to-end transition of IT services from incumbent providers or internal teams to Unisys, ensuring continuity of service and fulfillment of contractual obligations.
• • Define and align transition and transformation strategy with contractual scope, service towers, and operating model in partnership with the Unisys Client Technology Officer.
• • Develop and manage a comprehensive transition and transformation plan covering people, process, technology, governance, and security.
• • Establish clear milestones, acceptance criteria, and entry/exit conditions for each phase of the transition.
• • Ensure all transition activities comply with the Master Services Agreement (MSA), Statements of Work (SOWs), and other commercial obligations.
• • Set up and lead transition governance structures including steering committees, operational forums, and escalation paths.
• • Define and monitor KPIs, RAID logs, and reporting frameworks to track progress and performance throughout the transition.
• • Enforce adherence to ITIL service transition principles and client-specific governance, risk, and compliance standards including GDPR and security policies.
• • Design and execute organizational change strategies to ensure client readiness and adoption of transformed services.
• • Coordinate transitions across multiple IT service towers including Service Desk, Infrastructure, Network, Applications, Cloud, and Security.
• • Manage inter-tower dependencies, sequencing, and integration of tooling such as ITSM, CMDB, monitoring, SEA, and reporting platforms.
• • Plan and oversee knowledge transfer from incumbent teams through shadowing, reverse-shadowing, and certification programs.
• • Validate completeness and approval of process documentation, SOPs, runbooks, and architecture diagrams.
• • Confirm readiness of onshore and offshore delivery teams prior to cutover and go-live.
• • Identify, track, and mitigate risks and issues throughout the transition lifecycle, with focus on security, data protection, and regulatory compliance.
• • Manage access provisioning, credential handover, and security approvals in alignment with client policies.
• • Plan and execute cutover and go-live activities for each service tower, including parallel runs and incumbent exit.
• • Lead hypercare and stabilization periods post-go-live, tracking early life support performance and remediation actions.
• • Act as the primary interface between the client, incumbent supplier, and Unisys teams to resolve disputes and manage escalations.
• • Support commercial discussions related to scope changes, transition adjustments, and contractual obligations.
• • Obtain formal service acceptance and transition exit sign-off from the client.
• • Hand over ownership of services to Service Delivery Managers and Operations teams in a structured, documented manner.
• • Capture lessons learned and continuous improvement opportunities to enhance future transition programs.
• • Deliver a comprehensive final transition closure report documenting outcomes, performance, and recommendations.
• • Conduct due diligence and service discovery activities to inform transition planning.
• • Oversee ITSM tool onboarding and alignment of processes across service domains.
• • Implement transformation initiatives as part of Day 1 Services go-live.
• • Maintain contingency and service continuity plans throughout the transition lifecycle.
• • Demonstrate high AI literacy by leveraging data to drive strategic decision-making and optimize transition outcomes.