Service Transition Manager

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

ROLE PURPOSE :

The role exists to ensure the successful onboarding of new or significantly changed Managed Services. By following project management methodology, the role guarantees seamless transitions from the service catalogue or service design to live Operational Service, ensuring consistency and reliability in service delivery.

This role supports business objectives by adhering to agreed parameters of time, quality, scope, and costs, and it ensures that transition projects are executed efficiently and effectively. The role also applies appropriate governance to manage risks, changes, and issues, thus maintaining service integrity and customer satisfaction.

Interaction with a wide range of stakeholders, from customers, sales and both internal and external operational delivery teams is a key aspect of this role. It involves coordinating with different departments to ensure that all stakeholders are informed and engaged throughout the transition process. This collaborative approach helps in addressing concerns, integrating feedback, and ensuring that the new services are able to be delivered effectively from its first day of going live.

WHAT SUCCESS LOOKS LIKE

Success in this role is defined by ensuring high performance and efficiency, with a strong emphasis on quality, utilisation, compliance, stakeholder satisfaction, and timely delivery.

Achieving an average transition audit score of at least 90% is crucial. Additionally, maintaining a utilisation target of 80% is essential. Effective compliance management involves diligent monitoring and reporting through comprehensive dashboards, ensuring data accuracy, timely timesheet submissions, precise forecasting, and strict adherence to Transition process and policy.

Positive stakeholder feedback is expected, and this is reflected in achieving high NPS ratings in post-transition surveys, with the aim being an average score of 9 or 10, indicating a high level of promoter satisfaction.

Successful transition delivery is marked by completing all projects within budget, on time, and meeting quality benchmarks.

ROLE RESPONSIBILITIES

Planning the Transition project and actively managing its progress, resolving issues and initiating appropriate corrective action (seeking advice or guidance as appropriate).

Ensuring the delivery of new products or services into Operational Service is to the appropriate level of quality, on time in accordance with the project plan and project governance arrangements

Managing communications with project stakeholders (internally and externally), reporting the progress of the project at regular intervals

Managing Risks, Assumptions, Issues & Dependencies to a successful outcome

Managing the transition scope, through effective change management throughout the project lifecycle, escalating and highlighting to relevant parties for resolution as necessary.

Manage the expenditure within the Service Transition, ensuring all costs and times are recorded against products and services delivered

Ensure Transition CREQ is billed to recover transition revenues

Adhering to CDW’s transition framework

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

KNOWLEDGE, SKILLS AND EXPERIENCE

Required experience

A track record of delivering managed services projects.

Leading effective cross-functional teams.

Comfortable presenting to a wide ranging audience and working with client stakeholders.

Experience of working with sales and technical resources to capture requirements.

Experience working with partners, 3rd party providers, vendors and sub-contractors.

Advanced Microsoft Office knowledge - Word, Excel, Outlook, Visio

Key competencies

Highly ambitious, credible, motivated, and accountable individual with an appreciation for building meaningful and lasting relationships.

Detail-oriented with strong time management skills and the capacity to work on multiple initiatives, dynamically prioritising based on changing business needs.

Ability to work well in a team, collaborate effectively, and retain a clear understanding of stakeholder roles and responsibilities.

Strong stakeholder management skills, focusing on engaging and developing robust relations, understanding unique perspectives, establishing clear goals, and involving stakeholders in decision-making.

A keen eye for detail with a passion for meticulous organisation and planning.

Natural ability to build strong working relationships with internal and external stakeholders.

Takes ownership and accountability of tasks and projects, ensuring successful outcomes.

Possesses resilience to stay focused and effective when projects or tasks go awry and bring them back on track.

Outstanding communication skills, with the ability to clearly present concepts and recommendations in verbal, written, and presentation formats to senior leaders and cross-functional audiences.

Commitment to personal development through training, certifications, and soft-skill enhancement.

Desirable

ITIL v4 Foundation

ITIL Transition

Prince 2 Foundation & Practitioner

Technical certifications (eg. Azure fundamentals AZ-900)

Experience in a Service Delivery role

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

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