Service Desk Transition Lead

Transition Lead/Manager – Service Desk

Experience Min 8+ Yrs of experience in Service Desk / Relevant Field. ITIL Certified.

Summary

To oversee & ensure timely transition of Service Desk solutions to clients based on agreed to contractual requirements of time, scope and cost. Responsible for ensuring that Project Plans are drawn based on pre-agreed timelines and to drive transitions phases to closure.

Job Profile

1. To successfully manage and deliver the transition of new clients into steady state support with Wipro Technologies. These could be new support clients transferring from another partner, or implementation projects delivered by Wipro Technologies.

2. Responsible for overseeing all transition activities throughout the transition. Provide regular communication on status to all key stakeholders, resolving transition issues, document risks, and developing contingency plans.

3. Own all transition processes and methodology and ensure documentation and templates are kept up to date whilst adhering to the latest industry standards.

4. Ensure our approach to transitioning clients is always consistent and professional.

5. Supporting the Account and Transition Team for all client facing transition related activities to improve customer satisfaction.

6. Deliver all service transition projects in line with the Wipro service transition framework and recognized best practice methodologies.

7. Produce detailed transition plans with agreed milestones and interdependencies.

8. Participate in all governance reviews with the relevant stakeholders daily, weekly and monthly (as required)

9. Ensure structured internal reviews to track project progress.

10. Publish weekly transition dashboard incorporating all WBS streams to the stakeholders. 11. Advise and facilitate the creation of service level agreements and service maintenance technical document entries between the client, Account and Service Delivery teams.

12. Understand existing service management processes & functions and implement best-fit operational interfaces for new service implementations.

13. Escalate any potential change control or risk to Account and Transition team.

14. Escalate major transition issues to Account and Transition team with recommendations on how to address.

15. Ensure transitions are within time and budget constraints and meet the required level of quality.

16. Ensure issues are resolved in a timely manner and the appropriate corrective actions are implemented.

17. Ensure smooth handover of the baton to the delivery team at the end of the transition.

18. Document the learning's from transition at the end of the project are discussed with key stakeholders.

Skills

1. IT Service Desk experience 3-5yrs with exposure of being part of SD Transition. Band B3/C1 ONLY

2. Very good planning skills with proficiency in using project management tools like MS project.

3. Good skills on PowerPoint and experience in doing details presentation on Project Plan, Delivery Methodology etc.

4. Experience of project and service delivery in all aspects of the Transition Lifecycle Management.

5. Ability to work effectively in diverse, multi-industry environments.

6. Demonstrated success of working effectively under short timeframes and significant pressure.

7. Risk management experience with ability to proactively assess/manage/mitigate risks.

8. Experience in interfacing with sales and client teams in developing/validating transition solutions.

9. Experience of managing, direct/matrix, project managers, technical resource and other resource assigned to a Service Transition.

10. Experience in managing deliverables via 3rd party vendors

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