Service Transition Lead Job at Metcash (Macquarie Park)

Transition Lead (Transition Program Owner)

We are currently seeking a Transition Lead (Transition Program Owner) to join ou...

Location

India , Chennai

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Develop comprehensive Digital Workplace Transition Plans including scope, timelines, milestones, governance, and acceptance criteria
Define and execute transition approach based on risk and service criticality
Establish Knowledge Transfer strategy
Define RACI, communication plan, escalation matrix, and cross-tower dependency map
Drive integrated transition across workplace services: Service Desk, Field Services, EUC/Endpoint, M365, Asset, DeX, Automation
Ensure tool/process alignment for transition
Lead KT sessions from client/incumbent vendors to delivery teams
Ensure documentation completeness
Validate process mapping and operational readiness
Conduct Service Readiness Assessments and entry/exit criteria reviews prior to go-live

Job Responsibility

Transition Planning & Strategy (Digital Workplace)
Knowledge Transfer & Service Readiness
Governance, RAID & Risk Management
Resource Planning & Offshore Ramp-up (Workplace)
Tools, Data & Reporting (Digital Workplace)
Financial & Commercial Oversight
Stakeholder Management (Client + Internal)
Stabilization & Handover to BAU

Fulltime

Transition Lead

Our team is looking for a motivated and experienced Transition Lead in Athens to...

Location

Greece , Athens

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

8-10 years of experience managing complex IT service transitions, mobilizations, or transformation programs within large enterprise, regulated, or governance-driven environments
Bachelor’s or Master’s degree in Information Technology, Business Administration, Engineering, or related field (or equivalent experience)
Strong experience in transition-in, transition-out, operational readiness, and knowledge transfer management
Experience coordinating multiple stakeholders, suppliers, incumbent providers, and cross-functional teams in international or multi-vendor environments
Solid understanding of IT service management principles, operational governance, and managed services delivery models
Strong capability in risk, issue, dependency, compliance, and change management
Experience defining and managing transition governance structures, reporting mechanisms, and service acceptance processes
Excellent stakeholder management, communication, facilitation, and organizational skills
Fluent in English (written and spoken)
Relevant certifications or methodologies such as PMP, PRINCE2, MSP, and/or ITIL are highly valued

Job Responsibility

Lead end-to-end service transition activities, including transition planning, mobilization, onboarding, operational readiness, and service handover
Own and maintain the Transition Plan, including scope, milestones, deliverables, dependencies, assumptions, resource planning, and acceptance criteria
Establish and manage transition governance, including reporting cadence, stakeholder reviews, escalation management, workshops, checkpoints, and decision forums
Coordinate transition-in and transition-out activities across multiple teams, suppliers, and stakeholders in complex multi-vendor environments
Ensure operational readiness through validation of processes, tooling, support models, SLAs, KPIs, reporting mechanisms, and service acceptance criteria
Drive knowledge transfer activities, including documentation quality assurance, runbooks, inventories, shadowing/reverse-shadowing sessions, and formal sign-offs
Identify and manage transition risks, issues, dependencies, and change impacts, ensuring mitigation plans are implemented and tracked
Support service stabilization and hypercare activities following go-live or handover phases
Ensure compliance with governance, security, contractual, and operational requirements throughout the transition lifecycle

What we offer

Health insurance for the employee and one dependent family member (100% paid by NTT DATA)
Meal vouchers of 120€ per month (x12)
Corporate mobile phone: subscription & device
Teleworking equipment allowance
Internal Trainings Platform Account
Access to Open Up mental health service
28 days of paid annual leave consisting of your legal holidays and compensation days

Fulltime

Senior Customer Service Lead

Our client is looking for a motivated and detail-oriented Senior Customer Servic...

Location

United States , Hoffman Estates

Salary:

70000.00 - 85000.00 USD / Year

Robert Half

Expiration Date

Until further notice

Requirements

At least 5–7 years of experience in B2B customer service or order management, including 2+ years in a supervisory role
Demonstrated expertise in managing order-to-cash workflows, including quotes, sales orders, fulfillment, and invoicing processes
Proficiency in NetSuite or similar CRM systems, with the ability to train and guide team members on system usage
Strong analytical skills paired with excellent communication and stakeholder management abilities
Proven track record of participating in demand and supply chain planning meetings, turning customer data into actionable insights
Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Communications, or equivalent detail-oriented experience
Calm and composed under pressure, with a meticulous approach to documentation and process adherence
Experience mentoring and developing team members to create a high-performing, collaborative work environment

Job Responsibility

Supervise and coordinate customer order processing, delivery schedules, and sales orders while ensuring smooth transitions to fulfillment and accounting teams
Establish and enforce response-time service level agreements (SLAs) for customer inquiries, coaching team members to meet accuracy and speed benchmarks
Analyze customer order patterns and inventory signals to proactively secure orders and avoid service disruptions
Collaborate with sales teams to forecast demand and provide actionable input during Monthly Sales & Inventory planning meetings
Streamline workflows for quotes, pricing, inventory availability, and delivery timelines, ensuring documentation of standard procedures for consistency
Mentor customer service representatives through regular one-on-one meetings, performance evaluations, and cross-training initiatives to build team expertise
Drive process improvements that enhance inventory management and order accuracy, contributing to overall operational efficiency
Partner with stakeholders to ensure customer insights are effectively translated into supply chain strategies and actionable volume signals
Maintain and update department standard operating procedures (SOPs) to reflect best practices and efficiency goals
Perform additional tasks and projects as assigned to support the department's objectives

What we offer

medical, dental and vision insurance
voluntary life insurance
401k with up to 5% match
15 days PTO
4 personal days
9 holidays
10% bonus (based on company performance)

Fulltime

Senior Customer Service Lead

Our client is looking for an experienced Senior Customer Service Lead to join th...

Location

United States , Schaumburg

Salary:

70000.00 - 85000.00 USD / Year

Robert Half

Expiration Date

Until further notice

Requirements

Minimum of 7 years of experience in B2B customer service or order management, including at least 2 years in a leadership role
Strong expertise in managing order-to-cash workflows, including quotes, sales orders, fulfillment, and invoicing
Proficiency in NetSuite or similar CRM systems, with the ability to train and guide team members on system usage
Exceptional analytical and communication skills, with a proven ability to manage stakeholders and handle high-pressure situations effectively
Familiarity with demand and supply-chain planning processes, including participation in inventory review meetings
Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field, or equivalent experience with attention to detail
Demonstrated ability to mentor and develop teams, fostering a collaborative and high-performing work environment
Strong organizational skills with a focus on improving processes and documenting workflows

Job Responsibility

Oversee the coordination of customer orders, delivery schedules, and sales acknowledgments, ensuring smooth transitions to fulfillment and accounting
Establish and enforce response-time standards for customer inquiries, coaching team members to consistently achieve accuracy and efficiency goals
Analyze customer order trends and inventory signals to implement proactive outreach strategies that prevent service interruptions
Partner with the sales team to develop accurate forecasts and contribute actionable insights during Monthly Sales & Inventory meetings
Optimize cycle times for quotes, inventory availability, and delivery accuracy by documenting processes and updating standard operating procedures
Lead, mentor, and develop the customer service team through regular performance reviews, individualized coaching, and cross-training initiatives
Monitor customer feedback and identify opportunities for process improvements to enhance overall service quality
Collaborate with supply chain and logistics teams to ensure inventory alignment with customer demands
Manage and resolve escalated customer issues, ensuring a positive resolution and maintaining strong client relationships

What we offer

bonus (10% based on company performance)
medical, dental and vision insurance
voluntary life insurance
401k with up to 5% match
15 days PTO
4 personal days
9 holidays

Fulltime

Transition Lead

We are looking for Transition Lead to join our team, providing best in class tra...

Location

India , Vadodara

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Experience of working within a services function for a Managed Services Provider
Experience in managing simultaneous projects to tight timelines
Experience in a customer facing role
Experience of implementing, and adhering to, Change Management processes
Experience of delivering Continual Service Improvement activities
An understanding of Service and Value that demonstrates that you can see the bigger picture and get the most out of the underlying service

Job Responsibility

Project Manage all Managed Service transitions in a repeatable and professional way to ensure successful delivery of the transitioned service(s) ensuring that existing services are not impacted and transitioning services are delivered to a quality that is aligned to PMC’s standards
Ensuring that transitioned services adhere to our company policies and meet the requirements of company accreditations e.g., ISO9001, ISO27001
Ensuring that new or altered services are transitioned in-line with the targeted service design
Work closely with senior staff from PMC and our customers to ensure that clear visibility is given at all times to the progress of all transition activity
Ensure that appropriate internal and external governance is embedded into each transition with minutes, reported to key stakeholders
Develop timely internal and external reporting for each transition appropriate to the audience
Align with technical resources to understand the unique needs of each transition factoring any risks that may emerge in to your planning and reporting
Ensure that information and documentation is made available from our transitioning customer and converted into high quality knowledge articles added into the Service Desk ITSM knowledge base
Manage successful deployment of service releases into supported environments
Plan and manage service changes efficiently and effectively

Service Transition Manager

As a Service Transition Manager, you will drive exceptional onboarding outcomes ...

Location

United Kingdom , Manchester

Salary:

Not provided

ANS Group

Expiration Date

Until further notice

Requirements

Strong experience in CSM, IT Service Management or IT Operations
ITIL or Agile aligned
Managing customers (Internal or External)
Escalation management
Track record of delivering CSI at a customer, process or service level
Proven track record of delivering excellent service onboarding outcome for customers
Desire to build strong commercial understanding of business opportunities and risks relating to service onboarding
An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including exec
Someone who is organised and self-motivated
Strong time management and prioritization skills

Job Responsibility

Governance: Improve and maintain reporting across all technologies
Ensure STAC criteria are followed for every onboarding
Train stakeholders involved in onboarding
Deliver monthly onboarding status and service reports (STAC compliance, CSAT/NPS)
Attend IKOM and handover meetings to advocate for customer experience and ensure STAC and service acceptance are complete
Identify onboarding risks, delays, and D365 governance gaps
Customer: Maintain a customer‑obsessed approach from Sales to Service
Provide customer‑facing onboarding support for CSMs
Collect customer feedback through interviews and NPS
Process Ownership: Own SDP19 Customer Onboarding and all Service Onboarding & Transition processes

What we offer

25 days’ holiday, plus you can buy up to 5 more days
Birthday off
An extra celebration day
5 days’ additional holiday in the year you get married
5 volunteer days
Private health insurance
Pension contribution match and 4 x life assurance
Flexible working and work from anywhere for up to 30 days per year (some exceptions)
Maternity: 16 weeks’ full pay
Paternity: 3 weeks’ full pay

Fulltime

IT Service Desk Lead

The Service Desk Lead will manage enterprise service desk and single point of co...

Location

United States , Springfield

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Master's degree, One-and-one-half years of additional experience may substitute for one year of a typical degree program.
Minimum 8 years of experience supporting Service Desk roles/responsibilities listed above.
ITILv4 (or higher) certification
HDI Support Center Manager, HDI Support Center Director, or equivalent certification.
Active Top Secret clearance

Job Responsibility

Lead day-to-day enterprise service desk / single point of contact operations.
Manage 24x7x365 coverage, queue performance, escalation management, staffing, scheduling, and operational execution.
Organize, direct, and coordinate service desk activities across multiple support teams and locations.
Ensure incidents, requests, and inquiries are accurately logged, prioritized, assigned, documented, escalated, and resolved.
Monitor response times, resolution times, backlog, ticket aging, first-contact resolution, abandonment, reopen rates, and customer satisfaction.
Interface with Government management officials regarding service desk performance, issues, risks, conflicts, and corrective actions.
Coordinate with field support, ITSM, engineering, asset, and specialized support teams.
Support priority users, executive users, mission users, and other designated high-touch customer groups in accordance with applicable service expectations.
Maintain knowledge articles, scripts, runbooks, call flows, quality reviews, and service desk procedures.
Support transition, surge, continuity, and major incident communications.

Fulltime

Service Assurance Lead

We are seeking a highly skilled and motivated Technical Lead to oversee and mana...

Location

Ireland , Dublin

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

8–12 years of experience in Production Support/Service Assurance (preferably AA/Lending modules) with a proven ability to lead and mentor technical teams
Excellent communication, interpersonal, and leadership skills to manage stakeholder expectations effectively
Strong technical background with knowledge of COB, Integration Framework (TIF) and expert in production support, performance monitoring, and root cause analysis
Strong background in banking applications
Transact experience preferable
Proven leadership in L2/L3 support, SLA management, and critical incident handling
Knowledge of ITIL practices, problem/change management, versions, routines, local tables, and multi-threaded jobs, and RCA frameworks
Experience with databases, interfaces, APIs, and system monitoring tools

Job Responsibility

Lead and manage the production support function for the Service Assurance team
Oversee incident response, prioritization, and resolution coordination
Drive root cause analysis (RCA), problem management, and corrective action plans
Ensure adherence to SLAs, escalation protocols, and governance standards
Coordinate across technical teams, vendors, SMEs, and QA for resolution delivery, and to ensure alignment on system requirements and deliverables
Implement and maintain monitoring tools to track system health and performance metrics, integrations, and environment stability
Create reporting dashboards for incidents, KPIs, and service health
Mentor support resources and oversee shift planning and knowledge transition

Fulltime

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Service Transition Lead

Job Description

Job Responsibility

Requirements

What we offer

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