Asst Director - Service Transition Management & Operational Readiness

Rank

Reports

The opportunity

EYs global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

A Transition Management and Operational Readiness Lead plays a pivotal role in ensuring the seamless transfer of projects, processes, or services from one state to another within an organization. This position demands a strong combination of project management, change management, and operational expertise to successfully guide transitions, mitigate risks, and optimize outcomes. You will collaborate closely with cross-functional teams to plan, execute, and monitor transitions, ensuring minimal disruption and maximum efficiency.

Your key responsibilities

Transition Strategy Development:

1. Collaborate with stakeholders to define transition objectives, scope, and success criteria.
2. Develop comprehensive transition plans, timelines, and budgets.
3. Identify potential risks and develop mitigation strategies.

Project Management:

1. Lead and coordinate cross-functional teams involved in the transition process.
2. Ensure project milestones and deadlines are met.
3. Monitor project progress and adjust as necessary.

Change Management:

1. Develop and implement change management strategies to facilitate a smooth transition.
2. Communicate with Service Lines and relevant stakeholders about the upcoming changes.
3. Address concerns and resistance to change effectively.

Process Optimization:

1. Analyze existing processes and identify opportunities for improvement.
2. Implement process changes and best practices during transitions.
3. Ensure that the new state is more efficient and effective.

Risk Management:

1. Identify potential risks and develop contingency plans.
2. Monitor and evaluate risks throughout the transition process.
3. Take corrective actions to mitigate any issues that arise.

Performance Metrics and Reporting:

1. Govern key performance indicators (KPIs) to measure the success of transitions.
2. Regularly report on progress to stakeholders and management.
3. Use data to drive decision-making and continuous improvement.

Vendor and Resource Management:

1. Collaborate with external vendors or service providers, as needed.
2. Manage resource allocation and budgets effectively.

Documentation and Knowledge Transfer:

1. Ensure that all relevant documentation and knowledge are transferred to the new state.
2. Develop training materials and facilitate knowledge transfer sessions.

Compliance and Quality Assurance:

1. Ensure that transitions comply with relevant regulations and standards.
2. Conduct quality assurance checks to verify that the new state meets quality requirements.

Skills and attributes for success

To qualify for the role, you must have

• Overall, 12 to 15 years of experience in IT Infrastructure area with at least 5 to 8 years' experience in Infrastructure service Transition Management and Operational Readiness
• Strong Transition Management knowledge

Technical & Process Management Skills

• Expertise in

  IT Service Management (ITSM)

  frameworks such as ITIL.
• Strong

  project management

  skills for handling transitions and operational readiness.
• Deep understanding of

  service-level agreements (SLAs), vendor governance

  , and compliance requirements.
• Ability to analyze

  risk management frameworks

  and proactively mitigate operational risks.
• Proficiency in

  process optimization

  and ensuring seamless workflow transitions.

Leadership & Strategic Thinking

• Capability to

  align IT transitions with business goals

  and long-term strategy.
• Strong

  change management

  skills to ensure smooth adoption of new processes.
• Ability to

  lead cross-functional teams

  and drive collaboration between internal stakeholders and vendors.
• Sharp

  analytical thinking

  to evaluate vendor performance and solve operational challenges.
• Forward-thinking approach to

  continuous improvement and innovation in IT service delivery

  .

Communication & Stakeholder Management

• Exceptional

  communication skills

  for engaging with technical teams, executives, and vendors.
• Ability to

  manage stakeholder expectations

  and bridge gaps between client teams and service providers.
• Strong

  negotiation skills

  to drive vendor accountability and service performance.
• Competency in

  documentation, reporting, and dashboard management

  for tracking operational readiness.
• Clear understanding of

  conflict resolution techniques

  to handle vendor and internal team disagreements effectively.

Ideally, youll also have

• Strategic Thinking

  Ability to align transition plans with business objectives and long-term IT strategies.

• Project Management Expertise

  – Strong skills in planning, execution, and monitoring of transition activities.

• Governance & Compliance Knowledge

  – Understanding of regulatory requirements, service level agreements (SLAs), and vendor contract management.

• Risk Management Skills

  – Proactive identification and mitigation of operational, financial, and security risks.

• Stakeholder Management

  – Ability to coordinate and communicate effectively with internal teams and outsourced vendors.

• Technical Acumen

  – Familiarity with IT infrastructure, service management frameworks (ITIL), and operational readiness standards.

• Process Optimization

  – Capability to refine workflows, enhance efficiency, and drive continuous improvement.

• Analytical & Problem-Solving Skills

  – Ability to assess vendor performance, troubleshoot issues, and implement corrective actions.

• Change Management Expertise

  – Ability to facilitate smooth transitions and manage resistance within the organization.

• Strong Communication Skills

  – Effective articulation of expectations, policies, and best practices to ensure alignment.

What we look for

• Overall 12+ years of Transition Management and Operational Readiness experience in IT industry
• Project management certification (e.g., PMP, Prince2).
• Experience with process improvement methodologies (e.g., Six Sigma, Lean).
• Willingness to work in 24/7

What we offer

• As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning:

   You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you:

   We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership:

   We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture:

   You’ll be embraced for who you are and empowered to use your voice to help others find theirs.