We are seeking a dynamic and experienced Transition Manager to lead the global consolidation and transformation of Helpdesk/Service Desk operations for a major retail organization. This role is responsible for transitioning from fragmented, region-specific support centers into a centralized, scalable global helpdesk, leveraging an offshore/onshore support model.
The ideal candidate will bring a blend of retail industry awareness, telephony platform expertise (Genesys, AWS Connect), and third-party managed service governance, along with deep knowledge of ITIL-aligned service transitions. You will lead the end-to-end execution of service desk transformation ensuring minimal disruption to retail operations.
Transition & Program Leadership
- Lead the consolidation and transition of multiple regional or legacy helpdesks into a unified global model.
- Build and execute a detailed transition roadmap with defined milestones, dependencies, and risk mitigation strategies.
- Ensure seamless handover to steady-state operations with no adverse impact to business-critical retail services.
Retail Industry-Specific Service Strategy
- Align service desk transition goals with the unique demands of retail operations for 24x7x365 support
- Support for POS, in-store systems, eCommerce platforms, and mobile retail apps
- Seasonal volume surge management (e.g., Black Friday, holiday seasons)
- Ensure end-user support meets both employee (store associate) and customer support needs globally.
Contact Center Systems
- Oversee migration or consolidation of contact center platforms such as Genesys (Cloud/Engage) and AWS Connect.
- Ensure omnichannel capabilities (voice, email, chat, social media) are integrated into the service desk solution.
- Oversee IVR redesign, call routing, workforce management, and SLA reporting during telephony transformation.
Offshore/Onshore Delivery Model
- Design and implement an optimized global delivery model leveraging onshore teams for business hours and offshore teams for follow-the-sun and after-hours coverage.
- Partner with delivery leads and vendors to enable smooth handover, process alignment, and knowledge transition.
- Define clear R&R, escalation paths, and communication workflows between regions.
Third-Party Governance
- Manage outsourced or managed service providers responsible for helpdesk delivery.
- Define and monitor service contracts, SLAs, KPIs, and penalties.
- Conduct governance meetings, QBRs, and implement continuous improvement plans.
ITIL Process Standardization
- Ensure standardization and optimization of ITIL processes across all regions (Incident, Request, Change, Problem, Knowledge).
- Collaborate with ITSM tool owners (e.g., ServiceNow) for automation and dashboard reporting.
Stakeholder & Change Management
- Serve as the single point of contact for all transition-related activities and communications across IT, business, retail ops, and executive stakeholders.
- Drive change management, end-user communication plans, and training readiness.
Operational Readiness & Transformation roadmap
- Define clear service acceptance criteria, support models, documentation standards, and handover protocols.
- Ensure all teams are ready for Go-Live with supporting runbooks, SLAs, playbooks, and escalation matrices.
- Capable of defining Service Desk transformation roadmap for vendors to align and follow
Required Qualifications & Experience:
- Bachelors degree in Information Technology, Business, or related field.
- ITIL v3/v4 Foundation required; Managing Professional or Intermediate certifications preferred.
- 10+ years in IT Service Management roles, with at least 3 years leading complex service transitions.
- Proven experience in retail industry IT operations, especially in environments supporting POS systems, in-store technology etc.
- Strong background in managing offshore/onshore service delivery models for global user bases.
- Experience with telephony and contact center technologies:
- Demonstrated success managing third-party vendors and service integration partners.
- Hands-on experience with ITSM tools, particularly ServiceNow or equivalent.
- Excellent communication and leadership skills, with ability to engage cross-functional and C-level stakeholders.
Preferred Skills:
Exposure to service integration and management (SIAM) frameworks
