Transition Lead (Transition Program Owner)

Job Summary

We are currently seeking a Transition Lead (Transition Program Owner) to join our team in Chennai.

Responsibilities

• Transition Planning Strategy (Digital Workplace) Develop comprehensive Digital Workplace Transition Plans including scope, timelines, milestones, governance, and acceptance criteria Define and execute transition approach (phased / wave-based / big-bang) based on risk and service criticality Establish Knowledge Transfer (KT) strategy (role-based KT, tower-wise KT, service-based KT, hypercare readiness) 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 (ITSM workflows, reporting, service catalog, knowledge, runbooks)
• Knowledge Transfer Service Readiness Lead KT sessions from client/incumbent vendors to delivery teams (India and/or global teams) Ensure documentation completeness (SOPs, runbooks, SLAs/OLAs, workflows, access guides, known errors, scripts) and repository setup Validate process mapping (AS-IS TO-BE) and operational readiness (people/process/technology) Conduct Service Readiness Assessments and entry/exit criteria reviews prior to go-live
• Governance, RAID Risk Management Own transition governance cadence: daily/weekly reviews, tower checkpoints, and SteerCo Maintain RAID log, mitigation actions, and issue resolution governance Monitor milestone adherence, escalate deviations, and manage corrective action plans Ensure contractual obligations and SLA/OLA alignment throughout transition and stabilization Drive security, access, compliance, and change control readiness as part of go-live criteria
• Resource Planning Offshore Ramp-up (Workplace) Plan and manage staffing aligned with transition waves (L1/L2/L3, shift coverage, language needs, site coverage) Coordinate hiring/onboarding/training, shadow support, and role readiness Drive shadow - reverse shadow - steady-state transition model with measurable capability checkpoints Align capacity planning with demand forecasting (seasonality, device refresh cycles, major rollout windows)
• Tools, Data Reporting (Digital Workplace) Ensure readiness of reporting and dashboards (ticket volumes, SLA/OLA, backlog, performance metrics, transition KPIs) Coordinate tool integrations/alignments: ITSM, endpoint tools, DeX telemetry, asset/CMDB Ensure operational runbooks, monitoring, and escalation paths are validated and tested
• Financial Commercial Oversight Track transition effort/burn vs plan; support transition financial governance Ensure scope control, change management, and impact assessments for transition changes Support cost modelling, ramp profiles, and assumptions for transition estimation and governance
• Stakeholder Management (Client + Internal) Act as the primary transition interface for client stakeholders Collaborate with delivery leads, tower leads, security, HR, IT, recruitment, vendors, and partners Manage cross-time-zone communication (US/Europe/APAC) and maintain executive-level reporting Ensure high confidence through structured communications and transparent risk management
• Stabilization Handover to BAU Define exit criteria and transition completion acceptance Lead hypercare/stabilization governance post go-live; reduce risk and ensure performance stabilization Ensure smooth handover to steady-state delivery teams with complete documentation and ownership Capture lessons learned, closure documents, and implement continuous improvement actions