Support Transition Manager

Job Description

Location: Washington, DC.

Work Arrangement: Hydrid

Duration:12-month contract, with possible extension

W-2 or 1099

No C2C, visa transfers, or sponsorship

Our client is supporting a major modernization effort to transition procurement support operations from on-premises systems to an ERP cloud environment. As part of this initiative, the organization is seeking a full-time Support Transition Manager (STM) to work closely with the Procurement Center of Excellence (PCOE) Manager and the PASS Modernization PMO.

This role is responsible for coordinating the transition to Oracle Fusion Cloud, overseeing call center operations, monitoring staff performance, and ensuring service levels and operational efficiency are maintained throughout the transition period. The STM will also lead and support organizational change management initiatives, ensuring that teams successfully adapt to new systems, workflows, and processes. This includes guiding call center staff through process changes, implementing updated support procedures, and helping the organization effectively manage operational and behavioral impacts associated with the modernization effort.

Responsibilities

Provide operational leadership and coordination for the transition of procurement support services from on-premises modules to ERP cloud modules.

Collaborate closely with the PCOE Manager and PASS Modernization PMO to plan, manage, and report on transition activities related to Oracle Fusion Cloud.

Coordinate daily call center operations, including oversight of staff handling calls, emails, and remedy tickets.

Monitor staff performance and work operations to ensure efficiency, effectiveness, and compliance with established performance measures and service level agreements.

Develop, implement, and maintain revised standard operating procedures for call center and cloud-based support operations.

Coordinate the implementation of PCOE requirements within the ERP cloud system.

Ensure calls for service are answered in a prompt, courteous, professional, and accurate manner, and that information provided to customers is complete and correct.

Serve as a liaison between District agencies, vendors, and other stakeholders interested in doing business with the District.

Coordinate with PASS Modernization project resources to support the design and development of revised process guides and quick reference materials.

Manage, develop, and coordinate ERP cloud training programs and training curricula for call center staff and support resources.

Attend, facilitate, coordinate, and document meetings related to call center operations and the transition to ERP cloud support.

Organize, direct, and manage contract operation support functions involving multiple, complex, and interrelated project tasks.

Manage teams of contract support personnel across multiple locations.

Maintain and manage senior-level client interfaces, ensuring alignment on project goals, schedules, and deliverables.

Meet with customer and contractor personnel to formulate, review, and track task plans and deliverables.

Ensure conformance with program task schedules, costs, and contractual requirements.

Perform other related duties as assigned.

Minimum Qualifications

Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.

Extensive experience managing call center operations in a complex, enterprise environment.

Strong background working within procurement-based or procurement support environments.

Demonstrated ability to manage staff performance, operational workflows, and service delivery metrics.

Experience coordinating large-scale system transitions, preferably involving ERP cloud implementations.

Strong communication, organizational, and stakeholder management skills.

Ability to work onsite four days per week.

Required Experience

Bachelor’s degree in Information Technology or related field, or equivalent experience: 15 years (Required)

Call center experience at a managerial level: 11 years (Required)

Call center operations experience: 11 years (Required)

Experience in a procurement-based environment: 11 years (Required)

Project Management Professional (PMP) certification: 11 years (Desired)

This Job Is Ideal for Someone Who Is

An experienced operations leader with a strong background in call center and support service management.

Highly organized and capable of managing complex, multi-location teams and workflows.

Comfortable working in a procurement and ERP-driven environment.

Skilled at managing system transitions and operational change in large organizations.

Detail-oriented and focused on meeting performance measures and service level agreements.

Effective at communicating with senior leadership, technical teams, vendors, and District stakeholders.

Committed to delivering high-quality customer support during large-scale technology transformations.

The DNA Group is a drug-free workplace. Pre-employment of drug testing may be required in accordance with federal, state, and local laws.

Full-time