We want you to grow with us:
We are expanding our IT Shared Service Delivery team and looking for an IT Service Transition Manager to join our dynamic team. In this role, you will be the critical link between project delivery teams and Business-as-Usual (BAU) operations, ensuring that newly developed or transitioned services are smoothly handed over to the support organisation. You will also oversee the onboarding of new locations into our services ecosystem, while continuously optimising knowledge bases, tooling, and support readiness.
This is a key role within our service delivery function, supporting operational excellence, service readiness, and continuous improvement.
What we can offer:
This role offers the chance to work with exciting projects, collaborate with various internal teams and external service providers, and improve the way we deliver IT services across our organisation. You’ll play a key role in the smooth onboarding of the services to the support organisations while working in a supportive, innovative environment where your ideas and expertise will be valued.
How you will spend your time as our next IT Service Transition Manager:
As our IT Service Transition Manager, you will ensure that new or changed IT services and locations are smoothly handed over to our operational teams. You’ll coordinate post-go-live support, knowledge transfer, and service readiness activities, while maintaining documentation and tooling. You'll lead lessons learned sessions and drive continuous improvement. You’ll also facilitate training and workshops for internal and external support teams, and guide project teams on handover requirements. Your role is key in bridging delivery and operations to ensure stable, efficient, and well-supported services from day one.
Key responsibilities include:
1. Act as the primary interface between project delivery and the BAU support teams for service handovers
2. Coordinate and manage the transition of new or changed IT services into operational support, ensuring readiness across people, process, and tools according to the project timelines
3. Coordinate post-go-live support activities with relevant stakeholders, ensuring smooth stabilisation and effective knowledge transfer to support teams
4. Oversee onboarding activities for new locations, integrating into the organisation’s IT service framework
5. Ensure all relevant documentation, standard operating procedures, and knowledge base articles are created and maintained
6. Organise and facilitate lessons learned sessions following service handovers, and share insights with the project teams, service integration function, and other relevant stakeholders
7. Hold or coordinate training sessions and workshops for internal and external support teams on the operational support model, and educate project teams on BAU handover expectations and requirements
8. Collaborate with tooling and platform teams to ensure monitoring, reporting, and automation capabilities around the new services are aligned with operational needs
9. Identify improvement opportunities in existing processes, documentation, and support tools and liaise for service improvements
10. Participate in change and release planning to align transition timelines and minimise operational risks
What we expect of you:
Essential skills and experiences:
11. Proven experience in IT service delivery, service transition, or operations management
12. Strong understanding of ITIL processes, particularly Service Transition, Knowledge Management, and Continual Service Improvement
13. Familiarity with or previous experience working with ERP and MES systems
14. Experience working with support tooling (e.g., ITSM platforms, monitoring tools, CMDB, KB systems)
15. Excellent coordination, stakeholder management, and communication skills
16. Structured and analytical thinking, with the ability to translate business requirements and technical changes into operational practices
17. Strong problem-solving and troubleshooting skills, with the capacity for mature judgment in challenging situations
18. Ability to work effectively in a complex collaborative, matrix environment with virtual teams in a multi-cultural / geographically diverse environment
19. A strong command of spoken and written English is a must, and knowledge of German is a plus
Valuable experiences:
20. ITIL v3/v4 Foundation certification.
21. Background in IT outsourcing, service contracts, or managed services.
22. Experience in cloud infrastructure management (AWS, Azure, Data Center).
23. Knowledge of WAN/LAN, SD-WAN, and IT operations monitoring solutions.
Important: Please note that a valid work and residence permit is required for non-EU applicants for this position.