Transition and Service Manager

Description

• Lead cross-functional improvement projects from conception to completion, ensuring deliverables meet scope, timeline, and budget requirements across global teams
• Identify operational risks across global operations and develop mitigation strategies to ensure business continuity and compliance with regulatory requirements
• Ensure supplier performance aligns with contractual obligations and transformation objectives.
• Lead end-to-end offshore transition projects including role analysis, capability mapping, recruitment support, and comprehensive knowledge transfer programmes
• Run governance forums (weekly ops calls, monthly service reviews, quarterly strategic reviews).
• Drive continuous improvement initiatives (e.g., process efficiency, automation, quality improvements).
• Partner with senior leadership, department heads, offshore partners, and external vendors to align operational initiatives with business priorities
• Maintain a strong, collaborative relationship with the offshore partner while ensuring accountability.
• Process Optimisation & Standardisation: Analyse, redesign, and standardise critical business processes to eliminate inefficiencies, reduce variability, and improve quality outcomes across onshore and offshore locations
• Identify opportunities to expand offshore scope in line with business strategy and cost-saving targets.
• Design and implement comprehensive KPI frameworks, dashboards, and reporting systems that track operational performance across all locations and drive accountability
• Track and report financial and operational benefits to the CFO, CEO, and Transformation Office.
• Act as the primary operational interface between the business and the offshore supplier.
• Define and track KPIs, SLAs, and service quality metrics, ensuring contractual commitments are met.
• Develop and execute change management strategies that ensure successful adoption of new processes, technologies, and operational practices across onshore and offshore teams
• Act as a champion of offshoring as a value-creation lever within the business.
• Establish service level agreements, quality assurance frameworks, and compliance monitoring systems with offshore partners to ensure consistent delivery standards
• Lead the transition of services/functions to the offshore supplier, ensuring minimal disruption to business operations.
• Collaborate with IT teams to leverage automation, digital tools, and emerging technologies that enhance operational efficiency across all locations
• Coordinate knowledge transfer, process documentation, and training between in-house and offshore teams.
• Monitor and validate invoices, costs, and realised savings, ensuring benefits flow to EBITDA.
• Build and manage the transition roadmap, including scope, resourcing, timelines, risks, and cutover plans.
• Manage incidents, escalations, and problem resolution, ensuring timely corrective action.
• Partner with PMO, HR, and functional leaders to ensure business readiness and stakeholder alignment.
• Support cultural integration and change management, ensuring employees and leaders adapt smoothly.

Requirements

• Excellent stakeholder management — able to engage at both operational and C-suite level.
• Strong knowledge of ITIL or service management frameworks.
• Pragmatic, resilient, and able to operate in a fast-paced PE-backed transformation environment.
• High emotional intelligence; able to build trust while holding suppliers accountable.
• Strong analytical and financial skills — able to track cost savings, ROI, and performance data.
• Project/programme management experience (PMP, PRINCE2, or equivalent desirable).
• Proven experience in transition management, vendor management, or service delivery (ideally offshoring/outsourcing).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance