SMO Transition Lead
Core
Lead transition activities for complex outsourcing, managed services, and transformation engagements while serving as Service Manager and Major Incident Management lead.
Role type
Senior Service Transition and Incident Management Lead
Builds
ITIL-based service support, incident, major incident, problem, request, and change management processes
Domain
IT Service Management (ITSM) / Outsourcing / Managed Services
Required skills
Transition management, Service Manager leadership, Major Incident Management, ITIL processes, Cross-functional team coordination, Risk management, Stakeholder communication, Operational readiness assessment, Knowledge transfer, Governance reporting
Preferred skills
Master's degree
Technologies
ITIL, Incident Management, Change Management, Problem Management
Responsibilities
Define transition goals, milestones, timelines, and governance structures; Lead virtual cross-functional teams for service delivery governance; Direct critical incident response activities and lead incident bridge calls; Provide governance reporting and executive-level operational updates; Produce post-incident reports and root cause analyses; Coordinate client-facing resources for compliance with service quality commitments.
Seniority
Senior, hands-on IC