Xerox

Purpose:

Transition Manager supports the pursuit of new business through crafting transition and transformation plans as part of the proposal and projecting strong project management competency.  The key focus of the role holder is to co-ordinate and facilitate the transfer of service ownership from the incumbent provider to the Service Delivery team(s) in countries and/or to Shared Services offering unit(s).  He/she takes responsibility and accountability for delivering all elements of a series of projects - associated with service transition - to the required timescale, quality and budget.

The role holder is focused on:

• Ensuring that new business is successfully transitioned and handed over to live service delivery (KPI: Time to revenue & service availability)
• Achieving productivity improvements through application of repeatable best practice methodologies and optimum resource management (KPI:  Value for customer & enhanced margin)
• Developing strong relationships and teams (KPI:  Strong network in place & people development is evident)
• Ensuring service implementation that meets SLA and delights the customer (KPI:  SLA achieved and high customer satisfaction)

Scope:

Transition Manager will lead the crafting and execution of transition plans for all services proposals typically up to $20 million in expected total contract value including single country and multi-country deals.  The role holder is accountable for ensuring that client’s defined requirements are met by the transition project deliverables and will lead a team of resources assigned to the transition project as well as managing the relationship with the customer, partner(s), subcontractor(s) and other GDO stakeholders.

Depending on project scale and complexity, Transition Manager may lead several transition projects simultaneously.

Primary Responsibilities:

• The key focus of the role holder is to lead transition project team (maybe cross-functional, cross-country, cross-organization, cross-service, involving 3rd parties), to co-ordinate and facilitate the transfer of service ownership from the client or existing service provider to the operational Service Delivery team(s) in country or Shared Services centres
• Act as counterpart to customer appointed transition manager – maintaining close contact to ensure delivery to schedule and issues addressed
• To support, clarify and define transition projects ensuring they are delivered to the required quality, timescale and budget
• Develop and own transition communication plan to ensure consistent understanding of transition progress within key stakeholders
• Manage risk during service transition 
• Responsible for successfully implementing new services to GDO country operations, from first identifying the resource requirements, timescales and deliverables, through to planning, deployment and signoff after a period of transition
• Achievement of the above by working closely with the bid/project, 3rd party (where relevant) and service delivery teams throughout the new business lifecycle and owning the service related issues associated with the introduction of the service until the formal point of handover to the Service Delivery team(s)
• Provide support for new business opportunities - at customer meetings, presentations, reviews, crafting transition and communication plans and so on demonstrating expertise and trustworthiness and helping bid teams achieve competitiveness and responsiveness
• Engage appropriate individuals to form project delivery teams for new service contracts.  Work in partnership with Service Delivery management to achieve successful contract roll-outs
• Contribute to the development and sharing of methodologies/ best practices with Sales teams, Bid teams, Service development teams as well as Service Delivery Managers, setting foundations for a standardized approach for service contract projects
• Provide a focus for SLA definition and customer satisfaction.  Ensures the information systems and the review structures for SLAs and client satisfaction are established
• Adhere to service implementation and delivery best practice, reviews and processes in line with GDO Service Delivery governance guidance
• Provides expert problem management support to difficult implementation issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
• In conjunction with the Service Development Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy.  Ensures such offerings are professionally introduced, accepted and deliverable
• Champions team-working and constantly improves the quality and inter-working of the whole ‘virtual’ service transition team, including other Xerox service partners and suppliers to ensure a seamless end-to-end implementation of GDO service for clients

Background, Experience, and Qualifications:

• Relevant university degree or postgraduate degree
• Relevant professional qualifications (e.g. PMI, PRINCE and ITIL)
• Successful track record of delivering programs to required quality, timescale and budget
• Service delivery management or solution architecting experience in complex technology based outsourced business
• Experience of program managing / leading significant business solutions and outsource deals from pre-sales to successful implementation for single country or multi-county client accounts
• Change management experience