Transition Manager

The Application Evolution Services team is part of PwC Poland. They deploy Customer Experience solutions for clients, focusing on monitoring applications, improving products, and introducing new functionalities in alignment with client growth.

• Experience leading service transitions, outsourcing transitions, or Managed Services implementations.
• Experience managing client onboarding and operational service activation.
• Experience coordinating knowledge transfer, service setup, and operational readiness activities.
• Strong project and stakeholder management skills.
• Experience coordinating cross-functional and geographically distributed teams.
• Experience managing risks, issues, dependencies, and escalations.
• Understanding of Managed Services operating models.
• Strong planning, organization, communication, and problem-solving skills.

Nice to have:

• Understanding of ITIL or comparable service management frameworks.
• ITIL Foundation certification.
• Experience with ServiceNow or other ITSM platforms.
• Experience in AMS, AES, or Technology Managed Services environments.
• Knowledge of German language.

• Lead and coordinate the end-to-end transition lifecycle for new AES Managed Services engagements.
• Define and manage transition scope, plans, milestones, dependencies, risks, and readiness criteria.
• Lead client and service onboarding into AES and MSO operating model.
• Mobilize delivery organization by coordinating MSO processes including recruitment, staffing, team onboarding, training, and access provisioning.
• Plan and coordinate knowledge transfer among implementation teams, clients, incumbent providers, and Managed Services teams.
• Coordinate Shadow, Reverse Shadow, service rehearsal, and Hypercare activities.
• Establish transition governance including roles, responsibilities, reporting, decision forums, escalation paths, and communication.
• Ensure operational readiness before go-live including people, processes, tools, accesses, documentation, runbooks, and support procedures.
• Facilitate readiness reviews, quality gates, and transition sign-off based on acceptance criteria.
• Monitor and manage transition risks, issues, assumptions, dependencies, and open decisions with timely escalation.
• Coordinate cross-functional and cross-territory stakeholders including client teams, AES, MSO, Service Delivery Managers, delivery centers, and external providers.
• Support service stabilization after go-live and manage handover to Service Delivery Manager and business-as-usual operations.
• Capture lessons learned and provide feedback for improvements of AES and MSO transition templates, checklists, and practices.

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