Transition Delivery Manager Full Time NEW

The Infrastructure Service Delivery Manager (ISDM) is responsible for end-to-end service delivery of infrastructure services, with a strong focus on service transitions from incumbent providers or internal teams into steady-state managed services.

The role ensures seamless transitions, operational stability, SLA compliance, and customer satisfaction for UK-based customers.

Key Responsibilities

1. Infrastructure Service Transition Leadership

Lead and manage end-to-end infrastructure service transitions, including:

• Transition planning and mobilization
• Knowledge capture and transfer (KT)
• People, process, and tool onboarding
• Ensure smooth transition from :Incumbent vendors
• Captive IT teams
• Project or transformation teams into BAU operations
• Own transition governance, milestones, risks, and exit criteria.
• Own day-to-day delivery of infrastructure services post-transition.
• Act as the primary customer-facing delivery owner.
• Ensure SLA, KPI, and experience targets are consistently met or exceeded.
• Data Centre & Hosting (on-prem / co-lo / hybrid)
• Cloud Services (Azure / AWS / GCP – as applicable)
• Network & Connectivity (LAN/WAN/SD-WAN)
• End User Computing & Workplace Services
• Identity, Access & Infrastructure Security
• Backup, DR, and Business Continuity
• Implement and operate ITIL-aligned service management processes:
• Incident, Problem, Change
• Service Request and Knowledge Management
• Conduct service reviews, operational calls, and governance meetings.
• Drive continual service improvement (CSI) initiatives post-transition.
• Define Transition to Operate (TTO) criteria and success metrics.
• Manage hypercare and stabilization periods.
• Ensure operational readiness before transition sign-off.
• Reduce early-life support risk and post-transition incidents.
• Identify and manage transition and operational risks.
• Coordinate across internal teams, vendors, and third parties.
• Maintain clear communication with customer stakeholders and executives.
• Support transition commercials, change requests, and service readiness costs.
• Track delivery costs, transitions budgets, and service efficiency.
• Support renewals, scope extensions, and service improvements.
• Lead service delivery managers, transition managers, and operations leads.
• Ensure resources are skilled, onboarded, and operationally ready.
• Promote a customer-focused and accountability-driven culture.
• Proven experience managing infrastructure service transitions in the UK
• Strong background in managed services delivery
• Hands-on ownership of service readiness and operational handover
• Experience working with UK enterprise or regulated customers
• Data Centre, Cloud, Network, Workplace, Security
• Familiarity with cloud platforms (Azure preferred)
• Experience with service management tools and service reporting
• Strong understanding of operational SLAs and service KPIs
• ITIL v3 / ITIL 4 (Managing Professional preferred)
• PMP / PRINCE2 Practitioner
• Service Transition or PMO certification (MSP / MoP)
• Experience with SIAM or multi-vendor environments