For our client in Munich, we are looking for a Service Desk Senior Transition Manager (m/f/d). Remote work is possible.
Ref.: 119233
Transition Manager:
The Transition Manager is accountable for the end-to-end transition of IT services from an incumbent provider to our organisation. The role ensures service continuity, fulfilment of contractual obligations, and a controlled, low-risk transition into steady-state managed services.
Your Tasks:
Transition Strategy & Planning
- Define the transition strategy aligned to contractual scope, service towers, and operating model
- Develop and manage a detailed transition plan covering people, process, technology, governance, and security
- Establish transition milestones, acceptance criteria, and exit/entry criteria
- Align transition activities with the Master Services Agreement (MSA) and Statements of Work (SOWs)
Governance & Program Control
- Set up and run transition governance (steering committees, operational forums, escalation paths)
- Define and manage transition KPIs, RAID logs, and reporting structures
- Ensure adherence to ITIL service transition principles and client governance standards
Provide regular executive-level status reporting
Service Tower Transition Management
- Coordinate transitions across IT service towers (e.g., Service Desk, Infrastructure, Network, Applications, Cloud, Security)
- Manage inter-tower dependencies and sequencing
- Ensure service definitions, SLAs, OLAs, and KPIs are clearly documented and baselined
- Validate tooling integration (ITSM, monitoring, CMDB)
Knowledge Transfer & Resource Onboarding
- Plan and oversee knowledge transfer (KT) from incumbent teams
- Manage shadowing, reverse-shadowing, and certification activities
- Ensure process documentation, SOPs, runbooks, and architecture diagrams are complete and approved
- Confirm readiness of offshore/onshore delivery teams
Risk, Issue & Compliance Management
- Identify, track, and mitigate transition risks and issues
- Ensure security, data protection, and regulatory compliance throughout transition
- Manage access provisioning, credential handover, and security approvals
- Maintain contingency and service continuity plans
Cutover, Go-Live & Hypercare
- Plan and execute cutover and go-live activities for each service tower
- Coordinate parallel runs and exit of incumbent provider
- Lead hypercare and stabilization period post go-live
- Track early life support performance and remediation actions
Vendor, Client & Incumbent Management
- Act as primary interface between client, incoming provider, and incumbent supplier
- Ensure incumbent cooperation and contractual transition obligations are met
- Resolve disputes and manage escalations during transition
- Support commercial discussions related to transition scope and changes
Transition Closure & Handover to BAU
- Obtain formal service acceptance and transition exit sign-off
- Hand over ownership to Service Delivery Managers and Operations teams
- Capture lessons learned and continuous improvement opportunities
- Deliver final transition closure report
Key Activities
- Due diligence and service discovery
- Transition planning and service tower onboarding
- Knowledge transfer execution
- ITSM tool onboarding and process alignment
- Access, security, and compliance onboarding
- Implementation of transformation items in scope of Day 1 Services go live
- Cutover and go-live coordination
- Hypercare management and stabilization
- Transition closure and BAU handover
Your Skills:
- Strong Evidencable Service Desk Skills & transition experience
- Application project delivery experience
- Proven experience managing IT outsourcing or managed services transitions
- Strong understanding of ITIL / ITSM frameworks
- Experience working with MSAs, SOWs, SLAs, and OLAs
- Experience managing multi-tower, multi-vendor IT environments
- Experience managing transformation deliveries
- Experience with global delivery models (onshore/offshore)
- Familiarity with ITSM tools (such as ServiceNow, BMC, Remedy, etc.)
- Exposure to digital workplace, end user computing cloud, infrastructure, application, and security services
- Very good German and English language skills required
Nash direct offers exactly what you are looking for in the digital working world: challenging and highly exciting assignments with market-leading technology companies, combined with the security of a permanent employment contract.
We understand how modern project work functions and have been successfully operating in this field for over 25 years.
Interested? We look forward to receiving your application documents. We will get back to you promptly. For further information regarding this position, please contact
Marlena Marzano ( marlena.marzano@nashdirect.de).
Kontaktdaten:
Marlena Marzano Monterosso
Senior Recruiter
Nash direct GmbH
Mobile: +49 (0)151 11 32 34 15
Email: marlena.marzano@nashdirect.de
