Lead Transition Manager

Unisys • Whitpain Township, PA

2d

About The Position

What success looks like in this role: The Transition Manager is accountable for the end-to-end transition of IT services from an incumbent provider or internal IT organization to Unisys. The role ensures continuity of service, achievement of contractual obligations, and a controlled, low-risk transition into steady-state managed service Key Responsibilities Transition Strategy & Planning · Define the transition strategy aligned to contractual scope, service towers, and operating model · Develop and manage a detailed transition plan covering people, process, technology, governance, and security · Establish transition milestones, acceptance criteria, and exit/entry criteria · Align transition activities with the Master Services Agreement (MSA) and Statements of Work (SOWs) Governance & Program Control · Set up and run transition governance (steering committees, operational forums, escalation paths) · Define and manage transition KPIs, RAID logs, and reporting structures · Ensure adherence to ITIL service transition principles and client governance standards · Provide regular executive-level status reporting Service Tower Transition Management · Coordinate transitions across IT service towers (e.g., Service Desk, Infrastructure, Network, Applications, Cloud, Security) · Manage inter-tower dependencies and sequencing · Ensure service definitions, SLAs, OLAs, and KPIs are clearly documented and baselined · Validate tooling integration (ITSM, monitoring, CMDB) Knowledge Transfer & Resource Onboarding · Plan and oversee knowledge transfer (KT) from incumbent teams · Manage shadowing, reverse-shadowing, and certification activities · Ensure process documentation, SOPs, runbooks, and architecture diagrams are complete and approved · Confirm readiness of offshore/onshore delivery teams Risk, Issue & Compliance Management · Identify, track, and mitigate transition risks and issues · Ensure security, data protection, and regulatory compliance throughout transition · Manage access provisioning, credential handover, and security approvals · Maintain contingency and service continuity plans Cutover, Go-Live & Hypercare · Plan and execute cutover and go-live activities for each service tower · Coordinate parallel runs and exit of incumbent provider · Lead hypercare and stabilization period post go-live · Track early life support performance and remediation actions Vendor, Client & Incumbent Management · Act as primary interface between client, incoming provider, and incumbent supplier · Ensure incumbent cooperation and contractual transition obligations are met · Resolve disputes and manage escalations during transition · Support commercial discussions related to transition scope and changes Transition Closure & Handover to BAU · Obtain formal service acceptance and transition exit sign-off · Hand over ownership to Service Delivery Managers and Operations teams · Capture lessons learned and continuous improvement opportunities · Deliver final transition closure report You will be successful in this role if you have: BA/BS degree and 8+ years’ relevant experience OR equivalent combination of education and experience; Master’s degree preferred Key Activities Overseen · Due diligence and service discovery · Transition planning and service tower onboarding · Knowledge transfer execution · ITSM tool onboarding and process alignment · Access, security, and compliance onboarding · Implementation of transformation items in scope of Day 1 Services go live · Cutover and go-live coordination · Hypercare management and stabilization · Transition closure and BAU handover

Requirements

• BA/BS degree and 8+ years’ relevant experience OR equivalent combination of education and experience
• Proven experience managing IT outsourcing or managed services transitions
• Strong understanding of ITIL / ITSM frameworks
• Experience working with MSAs, SOWs, SLAs, and OLAs
• Experience managing multi-tower, multi-vendor IT environments
• Experience managing transformation deliveries
• Experience with global delivery models (onshore/offshore)
• Familiarity with ITSM tools (such as ServiceNow, BMC, Remedy, etc.)
• Exposure to digital workplace, end user computing cloud, infrastructure, application, and security services

Nice To Haves

• Master’s degree preferred

Responsibilities

• Define the transition strategy aligned to contractual scope, service towers, and operating model
• Develop and manage a detailed transition plan covering people, process, technology, governance, and security
• Establish transition milestones, acceptance criteria, and exit/entry criteria
• Align transition activities with the Master Services Agreement (MSA) and Statements of Work (SOWs)
• Set up and run transition governance (steering committees, operational forums, escalation paths)
• Define and manage transition KPIs, RAID logs, and reporting structures
• Ensure adherence to ITIL service transition principles and client governance standards
• Provide regular executive-level status reporting
• Coordinate transitions across IT service towers (e.g., Service Desk, Infrastructure, Network, Applications, Cloud, Security)
• Manage inter-tower dependencies and sequencing
• Ensure service definitions, SLAs, OLAs, and KPIs are clearly documented and baselined
• Validate tooling integration (ITSM, monitoring, CMDB)
• Plan and oversee knowledge transfer (KT) from incumbent teams
• Manage shadowing, reverse-shadowing, and certification activities
• Ensure process documentation, SOPs, runbooks, and architecture diagrams are complete and approved
• Confirm readiness of offshore/onshore delivery teams
• Identify, track, and mitigate transition risks and issues
• Ensure security, data protection, and regulatory compliance throughout transition
• Manage access provisioning, credential handover, and security approvals
• Maintain contingency and service continuity plans
• Plan and execute cutover and go-live activities for each service tower
• Coordinate parallel runs and exit of incumbent provider
• Lead hypercare and stabilization period post go-live
• Track early life support performance and remediation actions
• Act as primary interface between client, incoming provider, and incumbent supplier
• Ensure incumbent cooperation and contractual transition obligations are met
• Resolve disputes and manage escalations during transition
• Support commercial discussions related to transition scope and changes
• Obtain formal service acceptance and transition exit sign-off
• Hand over ownership to Service Delivery Managers and Operations teams
• Capture lessons learned and continuous improvement opportunities
• Deliver final transition closure report

Benefits

• Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) plan, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more!
• We’re committed to supporting work-life balance and investing in your future success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level