Transition and Transformation Manager

Role Overview

• Define the transition and transformation strategy aligned to contractual scope, service towers, and operating model
• Establish in partnership with the Unisys Client Technology Officer the Transformation Roadmap
• Develop and manage a detailed transition and transformation plan covering people, process, technology, governance, and security
• Establish transition and transformation milestones, acceptance criteria, and exit/entry criteria
• Align transition activities with the Master Services Agreement (MSA) and Statements of Work (SOWs) and other relevant commercials obligations documents.
• Set up and run transition and transformation 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
• Ensure adherence to organizational governance, risk, and compliance standards (e.g., GDPR, security policies)
• Establish, execute, and measure organizational change strategy and plans to assure organizational readiness to realize the benefits of the program
• Provide clear, concise reporting and executive updates.
• Manage expectations and drive decision-making across complex stakeholder environments.
• 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, SEA, Reporting, etc)
• 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 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, incumbent supplier, and Unisys
• Ensure incumbent cooperation and contractual transition obligations are met
• Resolve disputes and manage escalations during transition and transformation period
• Support commercial discussions related to transition / transformation 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

Requirements

• Proven Transition and Transformation delivery leadership across digital workplace, end user computing cloud, infrastructure, application, and security services domains.
• Proven experience leading Transition and Transformation programs for globally recognized market‑leading brands.
• Strong senior executive stakeholder management
• Strong understanding of ITIL / ITSM frameworks and tools
• Commercial strong, Astute ability to identify commercial terms that conflict with delivery reality
• Experience managing multi-tower, multi-vendor IT environments
• Experience with global delivery models (onshore/offshore)
• Experience of early life offering deployment and development iteration
• Highly AI literate with demonstrable experience of using data to drive strategic decision making.
• Australian Citizen with Security Clerance (NV1/NV2)

Tech Stack

• Cloud
• ITSM

Benefits

• N/A