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Job Description:
Transition Director is responsible for transitioning of the Managed IT Infrastructure Support and Operations from incumbent service providers to Wipro that are multi-geography, organizationally complex, and operate across multi-cultural global environments. Managed Services Infrastructure may include the end-to-end IT Infrastructure of a Client including Data Centre, Hybrid Cloud, Network/Software Defined Network (SD WAN), Hyper Converged Infrastructure (HCI), Service Desk, Automation, EUC (User experience Transformation), review the architecture and design of the IT Infrastructure proposed to the client.
Responsibilities:
Deliver all Transitions in line with Wipro's Transition Framework and recognized best practice methodologies.
Produce detailed Transition plans with agreed milestones and interdependencies.
Participate in all Governance reviews with the customer daily, weekly and monthly.
Ensure structured internal reviews to track project progress.
Publish weekly transition dashboard incorporating all Transition streams to the stakeholders.
Responsible for management of the wider transition team, project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders.
Interface with 3rd party suppliers, for planning timelines and to ensure quality of deliverables.
Ensure strict commercial change control to manage deviations.
Escalate major Transition issues to Management with recommendations on how to address.
Ensure Transition programmers are within time and budget constraints and meet the required level of quality.
Ensure issues are resolved in a timely manner and the appropriate corrective actions are implemented.
Conduct due diligence, demonstrate Transition delivery capability, prepare and make presentations on Transition to potential clients during sales cycle.
Collaborate with Delivery, Operations & Quality teams to ensure Smooth Cutover.
Ensure smooth handover to the delivery team at the end of the transition.
Document the learning's from Transition at the end of the project and discuss with key stakeholders.
Conduct client satisfaction surveys with clients regarding Transition effectiveness.
Bachelor's Degree with minimum 15 years of IT experience predominantly managing large Infrastructure outsourcing Service Transitions and Service Delivery.
Recent experience of Infrastructure Services Takeover from Client's Incumbent suppliers or Client In-house teams is a MUST.
Experience of Transition Lifecycle Management, including service desk, Cloud & Data Centers, End User Computing, Network management, hardware maintenance etc. The candidate should be able to provide examples of successfully leading and delivering such transitions.
ITIL based Service Management knowledge.
Excellent communication skills with a strong ability to persuade and influence client and stakeholders.
Ability to work effectively in diverse, multi-cultural environments at Global Level.
Demonstrated success of working effectively under short timeframes and significant pressure.
Ability to work at CXO level in customer organizations in developing strategies, relationships, etc.
Knowledge of Outsourced Managed Services Delivery methods, practices, process and tools.
Risk management experience with ability to proactively assess/manage/mitigate risks.
Strong ability to lead and coordinate large teams, often Worldwide and virtual.
Experience in interfacing with sales and client teams in developing/validating Transition Solutions, proposals, and Due Diligence exercises.
Very good planning skills with proficiency in using project management tools like MS project.
Experience of managing, direct/matrix, project managers, technical resource and other resource assigned to a Service Transition.
Experience in managing deliverables via 3rd party vendors and subcontractors.
Review Subcontractors & vendors monitor & control the cost and quality of deliverables.
Plan and execute in-flight projects as per project requirements.
Track open issues and drive to closure.
Launch & drive Improvement Plan for various project enhancements Process, tools & automation.
Drive Optimization Plan as per project requirements and expectations Availability, Scalability & Capacity Planning of project resources with Change controls.
Knowledge of Operationalizing policies, procedures, MIS, Forecasting and Scheduling techniques.
Knowledge and experience of People Transfer methods, requirements and legislation specific to Transition scope.
Proficient in Project Management Tools & Processes
Knowledge of Quality processes, Six Sigma & Lean etc.
Excellent analytical, problem-solving, decision-making skills
Strong proven reputation for building, leading the top teams, establishing policies, procedures, best practices and delivering service.
Hands-on management style with a strong emphasis on leadership by example and accountability.
Team Building & Management - A passion towards mentoring people, Perform Career / salary planning, identify training, provide feedback & motivate team to deliver good C-SAT.
Stake Holder Management - Interpersonal communicator who effectively interacts with clients and all levels of management.
Global team/customer management.
Effective Communication & Presentation Skills
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