Global IT Transition – Service Readiness Manager

Role Overview

• Acting as a strong deputy to the Head of IT Iberia, supporting operational leadership and execution across Portugal and Spain.
• Supporting the Global Service Delivery agenda, ensuring successful transition and rollout of services into the new operating model.
• Responsible for ensuring that transformation initiatives are delivered into stable operations, with minimal business disruption.
• Smooth migration from current-state to target operating model
• Operational readiness of services before go-live
• Effective coordination across global, regional, and local stakeholders
• First-line operational proxy for the Head of IT Iberia, supporting prioritisation, execution governance, and escalation management.
• Define and drive the end-to-end transition strategy and roadmap across: o Service Desk & End User Services o Infrastructure, Cloud & Networks o Applications and platform services
• Develop detailed transition plans, cutover strategies, and migration waves
• Establish and enforce service transition acceptance criteria. Ensure readiness across: o Processes (ITIL, support model) o Documentation and knowledge transfer o Tooling and integrations
• Lead go-live readiness reviews and hypercare phases
• Support the rollout and stabilisation of the Global Shared Service Centre (GSSC)
• Lead transition activities with external providers: o Onboarding new vendors o Transitioning services from incumbents
• Coordinate transition rollout across multiple markets (Portugal, Spain, Europe)
• Identify and mitigate transition risks and dependencies
• Establish governance mechanisms to track: o Transition progress o Service stability
• Ensure all transitions align with the global IT operating model and transformation goals

Requirements

• 8–12+ years in IT operations, service management, or transformation roles
• Ideally prior hands-on experience of global transitions at least in 2 different settings/ companies
• Proven experience in: o IT service transitions or outsourcing programmes o Multi-country IT environments o Large-scale transformation execution
• Strong programme and execution management skills
• Excellent stakeholder management across C-level, global, and local teams
• Deep understanding of: o ITIL / ITSM processes o Service delivery and operations
• Strong risk management and problem-solving capabilities
• Ability to operate strategically and hands-on
• High accountability and ownership mindset
• Ability to lead through complexity and ambiguity
• Strong communication and influencing skills
• Focus on business continuity and customer impact

Tech Stack

• Cloud
• ITSM