Category: Software Development/ Engineering
Main location: Canada, Ontario, Toronto
Position ID: J0825-0940
Employment Type: Full Time

POSITION DESCRIPTION:

We are seeking a dynamic IT Services Outsourcing Transition Manager to lead complex transition programs for one of our client clients, supporting their journey from in-house IT operations to optimized, outsourced service delivery models. In this client-facing role, you will be responsible for the end-to-end transition lifecycle, acting as a trusted advisor to senior stakeholders while ensuring operational continuity and business value realization.

SKILLS:

• Analytical Thinking
• Business Process Outsourcing
• Process coordination

Knowledge Transfer & Service Handover

• Co-create detailed knowledge transfer plans with the client and service delivery teams (including nearshore/offshore partners).
• Oversee service documentation, training, SOP finalization, and shadowing to ensure readiness for go-live.
• Ensure robust service stabilization and hypercare support, minimizing operational disruption and maximizing client satisfaction

Required Qualifications:

• Bachelor’s degree in Engineering, IT, Business, or a related field; MBA preferred.
• 10–15+ years of experience in IT Services, including 5+ years managing outsourcing transitions in a client-facing role.
• Proven experience leading complex, multi-tower IT transitions on behalf of clients—covering infrastructure, applications, service desk, or workplace services.
• Strong understanding of IT operating models, global delivery models, and managed service frameworks.
• Deep knowledge of ITIL, service management, SLAs, and enterprise-grade IT governance.
• PMP, PRINCE2, or equivalent program management certification can be an asset

YOUR FUTURE DUTIES AND RESPONSIBILITIES:

You will work across functions—IT infrastructure, applications, end-user services—and geographies to design and deliver structured transitions that are low-risk, cost-effective, and aligned with the client’s strategic goals.
Key Responsibilities:

Client Engagement & Advisory

• Serve as the primary transition advisor to the client, understanding their current operating model, business imperatives, and transformation vision.
• Translate client needs into executable transition plans that align with business outcomes, risk tolerance, and compliance requirements.
• Build trusted relationships with client executives, program sponsors, and functional leads through proactive communication and delivery excellence.

Transition Strategy & Program Management

• Lead the creation of a transition strategy and integrated execution plan across multiple towers—Infrastructure, Applications, End-User Services, Service Desk, etc.
• Define governance structures, milestones, deliverables, and performance metrics in collaboration with client and internal delivery teams.
• Drive execution of the transition roadmap across workstreams, ensuring timeline, cost, and quality commitments are met.

Knowledge Transfer & Service Handover

• Co-create detailed knowledge transfer plans with the client and service delivery teams (including nearshore/offshore partners).
• Oversee service documentation, training, SOP finalization, and shadowing to ensure readiness for go-live.
• Ensure robust service stabilization and hypercare support, minimizing operational disruption and maximizing client satisfaction.

Risk, Compliance & Change Management

• Identify and manage transition-related risks across people, process, and technology dimensions; establish mitigation and contingency plans.
• Align with client’s governance, compliance, and change frameworks; ensure all transition activities meet regulatory and security standards.
• Drive change management efforts, including stakeholder communications, user readiness, and cultural alignment in global delivery setups.

Governance & Reporting

• Set up and lead transition governance forums (e.g., SteerCos, PMOs, War Rooms), providing transparency, escalation management, and alignment with client leadership.
• Deliver regular executive-level reporting on transition status, risks, achievements, and KPIs.

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE:

Required Qualifications:

• Bachelor’s degree in Engineering, IT, Business, or a related field; MBA preferred.
• 10–15+ years of experience in IT Services, including 5+ years managing outsourcing transitions in a client-facing role.
• Proven experience leading complex, multi-tower IT transitions on behalf of clients—covering infrastructure, applications, service desk, or workplace services.
• Strong understanding of IT operating models, global delivery models, and managed service frameworks.
• Deep knowledge of ITIL, service management, SLAs, and enterprise-grade IT governance.
• PMP, PRINCE2, or equivalent program management certification can be an asset.

Preferred Attributes:

• Demonstrated ability to influence C-level stakeholders and navigate complex organizational dynamics.
• Strong analytical, documentation, and stakeholder engagement skills.
• Ability to lead and inspire cross-functional global teams in high-pressure environments.

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