IT Service Transition Manager

Excis is a global IT services company, headquartered in the United Kingdom. We are now looking to recruit a Service Transition Manager to join our Cairo team to look after one of our large global clients.

The Global IT Service Transition Manager oversees a number of key responsibilities, the main purpose is to efficiently migrate the functions and processes from the existing supplier into the new organization.

The Key Functions are:

Planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into delivery. This includes operational readiness, support documentation and acceptance checklists.

Liaises with end client departments to ensure the relevant knowledge is recorded, tracked and published to ensure operational standards are maintained

Ensure service transition is planned and executed to schedule, scope and budget.

Coordinating implementation activities for cross functional teams, providing effective team leadership, including information flow to and from operations during the Transition.

Assess, analyze, develop, document and implement changes based on requests for change

Liaise with internal resources, third party vendors for resource opportunities to fulfill the objective.

Work with the clients Transition Manager to establish end-to-end project plan and approach

Promotes awareness of transition planning and support process and strategy to internal stakeholders

Your responsibilities will be:

Managing Service Transitions globally from kick-off meeting to go-live and steady state.

Managing transition team s overall performance, ensuring key business metrics are being adhered to for quality, service levels, and costs.

Assist in engineer recruitment and liaise with internal recruitment team for new hire on boarding.

Manage supplier network during transition.

Provide guidance and leadership for internal Project Coordinators and Managers, Technicians.

Conduct client meetings to review status updates and follow up on weekly actions.

Interface with the client(s) contacts, operational, procurement and regional business leaders to continuously drive transition progress within required timelines.

P&L responsibility.

Grow revenue at every opportunity.

Sort out performance problems whenever they arise, turn malfunctions into top performing areas.

Being the driving force behind the creation and adjustment of all ITIL procedures using a creative mind-set.

Continually seeking out new and improved methods, process and technologies to deliver a better commercial result to Excis.

Analyzing and acting upon global trends.

Diplomacy is key to this role as there are a lot of stakeholders.

Be the delivery champion for your area(s).

Can do attitude and ability to motivate and pass on positive mind-set to the rest of the team, promote the Excis mentality!

Be prepared to work the odd weekend, evenings, as you will be covering teams in different time zones. Global meetings are part of this job as well.

KNOWLEDGE, SKILLS & EXPERIENCE;

The ideal candidate will be educated to degree level, preferably with a technical orientation and may have a Business-related qualification.

Min. 5-10 years experience working within IT services environment, utilizing the latest in telecommunications hardware, products and services.

Project management skills are essential, as is working knowledge of project management tools, such as Microsoft Project and Office.

Extensive experience in setting up various Global IT project teams in multi-cultural environments.

Ability to communicate well and professionally at all levels.

Excellent interpersonal and communication skills are required, as the job-holder will be required to interface with technical and non-technical staff, at all levels within the organization and externally.

The jobholder must be a team player and be prepared to share knowledge and support with his/her peers.

The jobholder must be a self-starter and be able to work with minimum supervision.

Ideally, the jobholder will have some knowledge of services solutions for IT and networking infrastructure, Program Management, including commercial and financial awareness

Occasional international travel will be required. The jobholder will have no issues or objections to occasional travel within the regions, as and when the need arises.

Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting and problem-solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA s. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment. Willing to work off-hours and weekends when required for projects or emergency support. Mentor and assist junior technicians in their work and provide support to senior peers in resolving tickets. Excellent Interpersonal skills Distinctive service and customer orientation Close attention to details