Transition Manager

The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients. 

We are looking for:

Transition Manager

Your Future Role: 

• Lead and coordinate the end-to-end transition lifecycle for new AES Managed Services engagements,

• Define and manage transition scope, plans, milestones, dependencies, risks and readiness criteria,

• Lead client and service onboarding into the AES and MSO operating model,

• Mobilize the required delivery organization by triggering and coordinating MSO processes, including recruitment, staffing, team onboarding, training, and access provisioning,

• Plan and coordinate knowledge transfer between implementation teams, clients, incumbent providers and Managed Services teams,

• Coordinate Shadow, Reverse Shadow, service rehearsal and Hypercare activities, as applicable to the agreed transition approach,

• Establish transition governance, including roles and responsibilities, reporting routines, decision forums, escalation paths, and stakeholder communication,

• Ensure operational readiness before go-live, including required people, processes, tools, accesses, documentation, runbooks and support procedures,

• Facilitate readiness reviews, quality gates and transition sign-off based on agreed acceptance criteria,

• Monitor and manage transition risks, issues, assumptions, dependencies, and open decisions, ensuring timely escalation and resolution,

• Coordinate cross-functional and cross-territory stakeholders, including client teams, AES, MSO, Service Delivery Managers, delivery centers and external providers,

• Support service stabilisation after go-live and manage the structured handover to the Service Delivery Manager and business-as-usual operations,

• Capture lessons learned and provide structured feedback to support the improvements of AES and MSO transition templates, checklists and practices.

Apply if you have:  

• Experience leading service transitions, outsourcing transitions or Managed Services implementations,

• Experience managing client onboarding and operational service activation,

• Experience coordinating knowledge transfer, service setup and operational readiness activities,

• Strong project and stakeholder management skills,

• Experience coordinating cross-functional and geographically distributed teams,

• Experience managing risks, issues, dependencies, and escalations,

• Understanding of Managed Services operating models,

• Strong planning, organization, communication skills and problem-solving skills. 

Nice to have: 

• Understanding of ITIL or comparable service management frameworks,

• ITIL Foundation certification,

• Experience with ServiceNow or other ITSM platforms,

• Experience in AMS, AES or Technology Managed Services environments,

• Knowledge of German. 

By joining us you gain:

• Work flexibility – hybrid working model (min. 2 days in the office per week), flexible start of the day, workation, sabbatical leave,
• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co/financed by PwC e.g. Data Engineering learning paths with MS Azure or Databricks and conversations with native speaker,
• Wide medical and well-being program - a medical care package (incl. physiotherapy, discounts on dental care), coaching, mindfulness sessions, psychological support, education through dedicated webinars and workshops, financial and legal advice,
• Possibility to create your individual benefits package (a.o. lunch pass, insurance packages, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,
• 3 paid hours for volunteering per month,
• Additional paid Birthday Day off,
• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment process:

• Apply,
• Have a conversation with our Recruiter during a short HR screening call,
• Get to know each other better during an interview with our Hiring Manager.

With any queries please contact us pl_ITrecruitment@pwc.com.

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