Job Description
Key Responsibilities
1. Transition Management
* Develop comprehensive, business continuity-optimized transition plans, including scope, timelines, milestones, and resource allocation for the migration of solutions to external LSSC/AMS providers and internal offshoring services (MDI)
* Implement and manage the overall transition program governance, ensuring all workstreams deliver according to defined timelines and objectives
* Define and monitor KPIs and success criteria for transition completion
* Ensure business continuity through proactive risk identification and mitigation strategies
* Ensure compliance with contractual obligations, SLAs, and regulatory requirements
* Oversee the implementation of the defined support model for all local solutions
* Oversee structured knowledge transfer processes, including documentation and training.
* Ensure operational readiness through process mapping, SOP development, and service acceptance validation, including management of shadowing and reverse-shadowing phases prior to go-live
1. Stakeholder & Change Management
* Act as the primary interface between service providers and internal stakeholders, including platform leads and senior business representatives
* Manage executive reporting on transition and performance. Facilitate steering committees and governance forums
* Lead organizational change management initiatives for the transition in close collaboration with communication and change experts
* Coordinate workforce transitions, including redeployment, reskilling, or vendor onboarding
* Develop and execute integrated communication plans to support the adoption of new operating models (i.e., platform-based operation model)
1. Drive operational excellence
* Organize post-transition to ensure a smooth handover to steady-state or service management teams.
* Support stabilization through post-transition reviews and lessons learned to drive continuous
* Establish a steady-state governance and service management model
* Continuously monitor, review, and optimize SLAs and KPIs (availability, response times, incident resolution, backlog)
* Functionally lead and steer the Local Solutions Operations Managers chapter.
* Implement best-practice processes for major incident and crisis management, aligned with METRO standards
* Establish a centralized change request management process and governance structure for local solution enhancements
* Define and track service improvement, automation, and monitoring initiatives.
* Manage vendor governance, performance, and commercial topics (scope, billing, deliverables), driving optimization and corrective actions where needed.
1. Legacy Decommissioning Program
* Operationally steer and govern the decommissioning of local legacy solutions to achieve the decommissioning targets through FY28
* Continuously align with senior stakeholders and platform leads to accelerate decommissioning initiatives
* Ensure dependencies, risks, and business impacts are actively managed throughout the decommissioning process
Qualifications
* 10+ years of experience leading complex IT outsourcing, shared services, or large-scale transition and transformation programs in international environments
* Proven track record in managing external service providers and offshore delivery models (e.g., AMS, shared services, or global capability centers)
* Demonstrated experience leading large-scale transition programs, including migration of services and systems from local teams or incumbent vendors to new delivery models
* Strong experience in legacy landscape optimization, including decommissioning of local solutions and application rationalization initiatives
* Proven ability to drive cost optimization and efficiency improvements through outsourcing, standardization, and consolidation initiatives
* Extensive experience working in complex, multi-country organizations with diverse stakeholder groups
* Strong program and project management capabilities, including governance, risk management, and delivery oversight
* University degree in Information Technology, Business Administration, Engineering, or a related field; advanced degrees (e.g., MBA) are a plus
* Strong interpersonal and stakeholder management skills, with the ability to communicate effectively and build trust-based relationships
* Strong leadership presence with the ability to inspire confidence, influence stakeholders, and drive alignment across teams and senior partners
* English business fluency in written and oral communication
Additional Information
Additional information
This resonates with you? Apply now!
What we offer at METRO.digital?
* Hybrid and agile work: thrive in a flexible, multicultural environment.
At METRO.digital, we promote work-life balance through a hybrid working model. You’ll be part of self-organizing, multicultural teams that collaborate in an agile setup.
* People development: when you grow so do we!
We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.
* Support with individual solutions: we are people-caring!
We offer support whenever you need it - at every stage of your professional journey.
Want to know more about all our benefits? Discover more here.
Let´s connect soon. Apply for the role now!
Position grade within our career framework: Chapter Area Lead Md10