Onboarding & Offboarding Manager

• Lead the end-to-end delivery of onboarding projects for new customers and brands entering the DIS portfolio
• Develop detailed transition plans covering technical, operational, and commercial readiness
• Coordinate cross-functional teams to manage dependencies, risks, and deliverables, ensuring all governance requirements, system access, and readiness documentation are completed before launch
• Maintain visibility of progress through PMO reporting and regular stakeholder updates
• Manage structured offboarding projects and controlled service exits to ensure smooth decommissioning with minimal disruption
• Oversee data management, access removal, and compliance activities in collaboration with Legal, Operations, and Security teams
• Ensure all contractual, operational, and documentation requirements are fulfilled before service closure, and communicate timelines and risk mitigations clearly to stakeholders
• Own the delivery plan for onboarding and offboarding streams, aligning with PMO governance and portfolio cadence
• Chair monthly pipeline review meetings to maintain visibility on upcoming opportunities and delivery feasibility
• Facilitate discussions on scope, risks, and dependencies, flagging scalability concerns early
• Provide progress and readiness reports to senior leadership, embedding checkpoints within governance gates and capturing lessons learned for continuous improvement
• Ensure all transitions meet operational readiness criteria before go-live or service closure
• Oversee preparation of handover documentation, escalation paths, and operational support details
• Work closely with Commercial and Customer Care teams to ensure a smooth transfer into business-as-usual support
• Validate that monitoring, reporting, and access requirements are fully operational at handover
• Continuously review and refine onboarding and offboarding frameworks, templates, and checklists to improve speed and quality
• Identify bottlenecks, inefficiencies, or recurring risks and implement solutions
• Contribute to PMO delivery standards and share best practices across teams to drive consistency and excellence

• Have a passion for delivering seamless customer experiences and operational excellence during critical business transitions
• Bring demonstrable experience in managing onboarding, migrations, or service transition projects in a complex, multi-brand, or technology-driven organization
• Enjoy a fast-paced environment where priorities shift and collaboration is key to success
• Bring the experience of working with cross-functional teams including Product, Engineering, Operations, and Commercial
• Be able to understand our product portfolio and how service transitions impact technical and operational readiness
• Be happy to attend governance meetings, pipeline reviews, and stakeholder updates to maintain visibility and alignment
• Know how to establish structured plans, governance checkpoints, and risk mitigation strategies for smooth transitions
• Be curious, research, and ask questions to uncover dependencies, identify risks, and drive continuous improvement
• Be results and target driven with a focus on delivering projects on time, within scope, and to the highest quality standards
• Be working with the rest of the team in collaboration, and make sure you track your activity in PMO tools such as Jira and Confluence to ensure visibility and accountability
• Demonstrate excellent communication skills, both oral and in writing to engage stakeholders and influence senior decision-makers
• Have exceptional organisational skills and attention to detail to manage multiple projects simultaneously
• Be a creative thinker, always thinking “how can we” improve processes, frameworks, and delivery standards
• Show a strong desire to succeed and make a difference by driving operational readiness and customer satisfaction

Project management or service management certification (PRINCE2, PMP, ITIL, or equivalent) preferred

• We are collaborative, fair, consciously inclusive, and flexible
• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We invest in the development of our people to drive our ambitions forward
• We offer a range of benefits (including your choice of tech) and a competitive package
• We offer a great work environment in an internationally successful enterprise in the online services industry