Transition Manager - Service und Support (m/w/d)
Core
Managing the transition of applications and services from project phases into structured 1st and 2nd level support environments for customers.
Role type
Service Transition Manager
Builds
Support structures, SLAs/OLAs, and knowledge bases for IT service delivery
Domain
IT Service Management / Cloud
Required skills
ITIL processes, Project Management, Service Transition, SLA/OLA definition, Knowledge Management, Cloud technologies (IaaS/PaaS), Customer Onboarding
Preferred skills
Agile service models, Training & Coaching
Technologies
ITIL, Cloud (IaaS, PaaS), Support Tools
Responsibilities
Guide customers through early project phases to prepare for support transition; Define and implement support processes (SLA, OLA); Act as central interface between customer, support teams, and product teams; Ensure documentation and knowledge flow into databases; Optimize transition methodology and onboarding experience; Train customers on support services and tools; Train support teams on processes and basic ticket handling.
