Senior Service Manager

Job Description Job Description The Transition Manager will play a critical role in planning and executing the transition of services from client or incumbent teams to our organization. This individual will be part of the Transition Management Office (TMO) and ensure seamless service takeovers by managing risks, coordinating resources, and maintaining strong stakeholder communication. Key Responsibilities: - Due Diligence: - - Drive Due Diligence phase working in close contact with client, validate and gather information, freeze In scope and Out of scope, identify risks and create mitigation plan and define the final transition plan - Finalize the technology stacks, geographical spread of people requirement. Identify As-Is and To-Be process and incorporate in transition plan - Create and refine governance structure, escalation matrix. Define the daily, weekly and monthly cadence. - Define and refine the key metrices and measurements for gating across each phase of transition - Facilitate identification of resources people, tools, access need for effective transition. Identification of key stakeholders and SMEs for transition phase from customer and project team - Transition Planning and Execution - - Granular planning for knowledge sessions with project team and customer aligning with KT plan and facilitate execution of activities in each phase of Knowledge transfer, Shadow support and Reverse shadow support - Measure and report progress in on planned against actual knowledge session. Report deviation and propose plans to cover lost time. - Facilitate historical incident and SR analysis - Facilitate reverse KT sessions from project team and identify gaps. Update plan to close the gaps along with project team and customer and facilitate evaluation of reverse KT from customer and decision of Go-No Go to subsequent phase (Secondary support) of transition - Track incidents, Service requests(SRs) resolved independently by recipient support team during Shadow phase and reverse shadow phase against numbers of incidents/SRs resolved with assistance and resolved by incumbent team. Reporting metrices. - Guide and facilitate creation/updating relevant knowledge artifacts. - Governance, Risk Management and Stakeholder engagement: - - Identify potential risks associated with the transition and develop mitigation strategies aligning with project team and customer. Establish a risk management framework within the Transition Management Office and monitor, report risks/issues, ensuring timely escalation and resolution. - Work closely with customer to identify the activities pertaining to Change management, facilitate artifacts preparation and provide advice on the communication aspects. - Setup regular cadence at different layers of governance and drive TMO stakeholder meetings through effective communication with all stakeholders, including clients, incumbent teams, and internal departments. - Provide regular updates on transition progress, risks, and milestones. Build strong relationships to facilitate collaboration and successful change management. - Transition Management Office Leadership: - - Create Transition solution as part of sales cycle and present to customer - Work with lead of Transition Management Office, ensuring alignment with corporate objectives and strategies. - Implement best practices and methodologies for efficient transition management. Maintain learnings of KT from engagements and update artifacts on regular basis - Train and mentor team members to build transition management capabilities. - Capture lessons learned and integrate them into future transition plans.Evaluate transition outcomes and provide feedback to improve processes and practices. Develop and refine transition management tools and frameworks. Qualifications Qualifications and Experience: - - Bachelor's degree in information technology, or related field. - Proven experience in managing transitions and change management. - Strong knowledge and experience of project management methodologies and risk management practices. - Excellent organizational, analytical, and problem-solving skills. Strong communication and interpersonal skills. - Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management. - Establishing SLA/KPI measurement, reporting, improvement, service credit management processes. Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards - Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities Preferred Skills: - Experience in managing transformation/development/digital projects - Certification in IT service management (ITIL) and/or project management (PMP). - Experience in service delivery management or operational leadership. Experience 15+ years of relevant experience in the enterprise Application/Infra/Multi cloud solutions space EDUCATION Bachelor's engineering degree required (Degree in Computer Science or related field preferred) Additional Information - An inclusive workplace that promotes diversity and collaboration. - Access to ongoing learning and development opportunities. - Competitive compensation and benefits package. - Flexibility to support work-life balance. - Comprehensive health benefits for you and your family. - Generous paid leave and holidays. - Wellness program and employee assistance. Company Description Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients businesses through designing the products and services their customers truly value.