Job Description Key Responsibilities 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 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) 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. 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