TRANSITION MANAGER L1
Posted Updated
Description
Digital Workplace Services Transition Manager
Roles and Responsibilities
Total Experience - 8 Yrs to 15 Yrs
Location - (Pune OR Bangalore)
Core Responsibilities
The Workplace Services Transition Lead is accountable for end-to-end transition, stabilization, and operational excellence of enterprise Workplace Services, covering End User Computing (EUC), Field Services, and Workplace platforms.
This role bridges pre-sales, transition, and run operations, ensuring SOW-aligned transitions, BAU readiness, strong governance, and continuous service improvement while delivering measurable end-user experience outcomes.
The ideal candidate brings deep transition leadership experience, strong stakeholder management, and the ability to scale standardized workplace operations across global, multi-vendor environments
Plan and govern resource onboarding, rehires, partner mobilization, and role clarity Ensure Day-1 operational readiness across onsite, nearshore, and offshore teams Define RACI models across customer, partners, transition, and delivery teams Enable transition SMEs and tower leads with checklists, templates, and governance cadence
Knowledge Transfer (KT): Acts as a primary source of knowledge for onboarding new teams, documenting best practices, and ensuring "institutional knowledge" is preserved during the shift to a new service provider.
Lead end-to-end Workplace Services transitions from due diligence through hyper care and BAU handover
Review SOW, scope, SLAs, RLS, assumptions, and exclusions; raise and mitigate transition risks
Own Transition Plans, KAPs, Playbacks, Exit Criteria, and Sign-offs
Ensure tower-wise SOW-to-deliverables mapping for EUC, FS, Service Desk, Tools, and Partners
Drive transition quality through SMTD/EPD validation, runbook readiness, and audit compliance
Technical Focus Areas
EUC / Digital Workplace platforms (Windows, macOS, VDI)
Endpoint Management (Intune, MECM, Workspace ONE, JAMF)
ITSM tools (ServiceNow, ManageEngine, Remedy, etc.)
Digital Experience Monitoring (e.g., Nexthink, SysTrack or equivalent)
AV / Collaboration ecosystems (Exchange Online/MS Teams Rooms, Zoom, Webex environments – desirable)
Certifications/Trainings
ITIL 4 Managing Professional (MP); ITIL 4 Specialist: Drive Stakeholder Value; Project Management Professional (PMP); Microsoft 365 Certified: Administrator Expert; Microsoft 365 Certified: Endpoint Administrator Associate: JAMF Certified Expert: VMware Certified Professional – Digital Workspace:
Soft Skills
Strong governance-first mindset with outcome ownership
Executive communication and conflict-resolution skills
Ability to operate in ambiguity and manage high-risk transitions
Structured, metrics-driven, and detail-oriented approach
Influencer across sales, practice, delivery, partners, and customers
Key Success Metrics
Zero / minimal P1 escalations during transition & hyper care
100% SOW-aligned transition deliverables with sign-offs
On-time Day‑1 readiness and BAU acceptance
Reduction in incidents post stabilization
Improved end-user experience scores (CSAT / NPS / XLA)
͏
Do:
- Ensure effective transition as per project plan and timelines
- Implement transition plans and register new transitions - calendar and spreadsheet on the system
- Ensure transition tasks are in line with transition plans, as directed by the Transition Lead/Manager
- Ensure timely setup of relevant internal tools/products for the account to ensure proper program execution
- Confirm resource assignment for each transition and share details to finance to ensure correct setup of billing accounts
- Schedule required meetings as directed by the Transition Manager and document meeting minutes
- Conduct data extraction of hours spent per transition and tracking against planned budget
- Assist the transition lead in the assessment of technology transition proposals as and when required
- Support the transition lead to identify and characterize risks associated with the transition transfer project and determine steps needed to mitigate the risks
- Assist Transition lead with reviewing, identifying and assessing emerging requirements, technologies, capabilities, concepts, tactics, and teaming relationships in areas related to technology transition and transfer
- Interacting with various stakeholders and functional heads to articulate needs, identify, raise and drive closure of issues
- Prepare timely and accurate reports and dashboards as required by the stakeholders
- Develop and maintain dashboards, project progress and reporting in line with the standards of transition methodology and business needs
- Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
- Track and follow up with relevant stakeholder for timely updation and data management of transition parameters
- Maintain appropriate records of transition efforts, both successful and unsuccessful, to support overall program evaluations and lessons learned efforts
- Coordinate, draft, compile and prepare staff material, presentations, letters, memorandums, reports, or other documents related to the transition
- Stakeholder management
- Coordinate transition application efforts with appropriate stakeholders, and others who have a critical interest in or decision authority over the proposed transition
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
͏
Deliver
| No. |
Performance Parameter |
Measure |
| 1. |
Customer Centricity |
CSAT (PCSAT & ACSAT top 2 Box) % / NPS Adherence to Program plan/charter specifically on services transition - Schedule, Quality, Efforts/Costs Adherence to all customer contractual commitments related to Services transitions Adherence to Services transition norms on all key performance metrics |
| 2. |
Presales & Delivery Excellence |
100% compliance in Integrated Transition Framework (ITF) in all Solution Proposal construct Demonstrate One Wipro by 100% usage of Integrated Transition framework Integrated transition (across all LOBs) planning and status reporting to Internal management and customer using Digi-Q Process Exceptions to be minimized by 100% compliance to the ITF |