Transition Manager – Reversibility Methodology & Exit Management

The Transition Manager is responsible for defining, maintaining, and governing the organisation's Transition and Service Reversibility methodology across the entire contract lifecycle.

The role ensures that managed infrastructure and application services remain fully transferable at any point during the contract, enabling a seamless transition either back to the customer (insourcing) or to a successor service provider.

The successful candidate will develop and maintain all transition documentation, governance processes, knowledge management frameworks, asset inventories, and operational readiness. In the event of contract termination or transition, the Transition Manager will lead the end-to-end execution of the exit programme while ensuring business continuity and contractual compliance.

This is a governance-focused leadership role requiring strong stakeholder management, programme management, service management, and technical coordination skills.

Key Responsibilities

Transition Governance & Methodology

• Develop, maintain, and continuously improve the Transition and Exit Management methodology.
• Define governance frameworks, workstreams, milestones, deliverables, acceptance criteria, and quality standards.
• Adapt methodologies to evolving customer requirements, contractual changes, organisational structures, and technologies.
• Promote and embed transition best practices across operational delivery teams.
• Ensure operational readiness for transition throughout the contract lifecycle.

Transition Planning & Exit Readiness

• Develop and maintain the Transition Quality Plan (TQP) / Exit Management Plan.
• Maintain a comprehensive inventory of all contractual assets, infrastructure, applications, licences, and operational dependencies.
• Maintain an up-to-date knowledge management framework and critical knowledge mapping.
• Ensure operational documentation, runbooks, procedures, standard operating procedures (SOPs), knowledge articles, and Known Error Database (KEDB) remain current and transferable.
• Conduct regular transition readiness reviews with the customer and internal stakeholders.
• Track and document all updates and approvals.

Transition Delivery

When a transition is initiated:

• Lead the end-to-end execution of the Transition Programme.
• Develop detailed transition schedules and implementation plans.
• Establish and chair governance meetings, steering committees, and operational reviews.
• Coordinate all technical and business workstreams.
• Monitor risks, issues, dependencies, milestones, and deliverables.
• Produce executive status reports and management dashboards.
• Manage transition closure, customer acceptance, and final sign-off.

Knowledge Transfer

• Develop structured Knowledge Transfer Plans.
• Coordinate knowledge transfer workshops, documentation sessions, shadowing and reverse shadowing activities.
• Engage technical Subject Matter Experts (SMEs).
• Monitor knowledge transfer completion and customer acceptance.
• Ensure all critical operational knowledge is successfully transferred.

Asset, Access & Data Transfer

• Coordinate the secure transfer of user accounts, privileged access, credentials, and security permissions.
• Manage the transfer or return of hardware, software, licences, and infrastructure assets.
• Oversee customer data migration and secure data handover in compliance with GDPR and information security requirements.
• Ensure complete audit trails and signed transfer documentation for every deliverable.

Service Continuity

• Ensure contractual Service Level Agreements (SLAs) are maintained throughout transition activities.
• Balance operational service delivery and transition priorities.
• Minimise business disruption and operational risk during transition.
• Work closely with Service Delivery Managers to maintain service stability.

Contract & Governance Management

• Ensure contractual transition obligations are fully understood and delivered.
• Identify out-of-scope requests and manage them through formal change control processes.
• Maintain complete audit-ready documentation of all deliverables, approvals, and contractual milestones.
• Support Contract Management and Commercial teams during contract closure activities.

Stakeholder Management

• Act as the primary customer contact for Transition and Exit Management.
• Build strong relationships with customers, suppliers, internal delivery teams, and executive stakeholders.
• Facilitate governance boards and executive steering committees.
• Provide clear communication throughout the transition lifecycle.
• Manage customer expectations and resolve escalations.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.
• Equivalent professional experience will also be considered.

Experience

• Minimum 10 years' experience within Managed Services, IT Outsourcing, or Enterprise Infrastructure Services.
• Proven experience managing complex IT Service Transitions and Exit Programmes.
• Strong experience working within managed infrastructure and application support environments.
• Experience operating within complex contractual and governance frameworks.
• Experience leading cross-functional and multi-vendor programmes.
• Previous customer-facing programme or transition management experience is essential.

Technical Skills

• Strong knowledge of ITIL v4 Service Management principles.
• Excellent understanding of Service Transition, Service Delivery, Service Operations, and Continual Improvement.
• Experience managing transition programmes using recognised project management methodologies.
• Good understanding of enterprise infrastructure technologies, including:
• Servers
• Storage
• Networking
• Backup & Recovery
• Databases
• Middleware
• Knowledge of Identity & Access Management (IAM), Cyber Security, Data Protection, and GDPR.
• Experience using Microsoft Office, Microsoft Project, ServiceNow, Jira, Confluence, or equivalent enterprise management tools.

Soft Skills

• Excellent organisational and planning skills.
• Strong analytical and problem-solving ability.
• Outstanding written and verbal communication skills.
• Excellent presentation and facilitation skills.
• Strong documentation and governance discipline.
• Ability to work under pressure while managing multiple priorities.
• High level of professionalism and customer focus.
• Strong leadership and influencing skills without direct authority.

Languages

• Fluent French (written and spoken) – mandatory.
• Professional English (written and spoken).

Preferred Certifications

• ITIL Managing Professional (preferred)
• AgilePM®, Scrum Master, or SAFe certification (desirable)
• ISO 27001 Foundation or equivalent Information Security certification (desirable)

Key Performance Indicators (KPIs)

• Transition readiness maintained throughout the contract lifecycle.
• Transition documentation accuracy and completeness.
• Successful delivery of transition programmes within agreed timescales.
• Compliance with contractual obligations and governance requirements.
• Zero unplanned service disruption during transition.
• Customer satisfaction throughout transition activities.
• Successful knowledge transfer and operational handover.
• Continuous improvement of transition methodology and governance processes.
• Full audit compliance and documentation traceability.