Job Description

The Associate Service Transition Manager role is key in the Customer Experience Organization. You will interact with different internal teams and customers, ensuring compliance with and delivery of our world-class service offering. You will work closely with your peers and the technical teams to help design, build, and deliver stable, profitable services. 

• Must have 3+ years related Service Management or Transition management experience in Service Management Processes (e.g., Incident, Problem, Change, Release, Availability, Capacity, Service Asset and Configuration, IT Service Continuity, etc.), preferably with SAP Basis technology in cloud or consulting environments.
• Experience managing internal transformation projects or operational improvement initiatives.
• Experience in coordinating across multiple global teams.
• Good understanding and in-depth experience with Service Management
• Good understanding of Project Management
• Any SAP hands-on experience, preferably SAP Basis
• Able to have meaningful conversations with SAP Functional, Technical, and Management capabilities within the customer and . 
• Working knowledge of Jira, Confluence, Kimble, and Service Now tools preferred
• ITIL certified.
• Good verbal and written communication skills
• High level of attention to detail
• Structured, analytical, and detailed-oriented
• Able to translate ambiguous ideas into actionable project plans
• Proactive, highly organized, and comfortable leading without authority
• The selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

Responsibilities Duties:

Service Transition Operations:

• Ensures the customer service and technical requirements per the Scope of Work (SOW) are encoded in standard Operate Design documents.
• Ensures the Operate Design is built in accordance with standard solutions and services to fulfill customer requirements.
• Ensures customers are onboarded to standard Operate solutions and services, and that internal teams are onboarded to customer service requirements until the hypercare ends.
• Ensures that System and Infrastructure checks are performed while mitigating the risks of failure and disruption during the transition period.
• During Hypercare, ensure critical items are identified and resolved, and that the Hypercare exit criteria are met. Also, manage go-to-green plans as needed.
• Contribute to the continuous improvement of the Service Transition process 
• Ensure that the Service Transition SOP is adhered to for all accounts actively managed.
• Conduct regular reviews and alignment with the account, Project and Service Delivery Manager
• Identify any risks to Operate, provide a mitigation plan, and escalate it to the STM DST Lead for visibility and further guidance.
• Ensure that the Basis and Infra Consultants effectively perform their responsibilities for all the assigned accounts.
• Maintains JIRA Work Management Tasks and Dashboard for account-specific updates.
• Discover and explore tasks that could be automated.
• Manages multi-site, multi-vendor transition efforts, including multiple internal and external teams, SMEs, and client stakeholders

Service Transition Development:

• Develop processes to address observed Service Transition gaps and drive them until deployment.
• Design and collaborate with developers on various Service Transition tools and solutions. 
• Perform User Testing on Service Transition releases.
• Drive service transition tools and solution development through deployment, ensuring quality and adherence to the specific timeframe.

Internal Project Management:

• Lead and manage internal projects from initiation to closure, ensuring delivery is within scope, schedule, and quality expectations.
• Translate business requirements into Jira project plans, deliverables, and follow standards
• Coordinate with technical and operational teams (i.e. Basis, Platform Engineering, Customer Experience, etc.)
• Prepare and present project status reports

Process, Tooling, and Automation Improvements

• Identify inefficiencies across internal workflows and propose improvements
• Partner with developers, data teams, PMO, and Delivery Service Teams to enhance internal tools

Key Skills:

Experiance Qualifications:

Benefits: