IT Service Desk Transition Manager

The main responsibility to manage the transition of IT service desk operations, ensuring the smooth handover of services, processes, tools, and people between teams or vendors. This role focuses on maintaining high-quality service and mínimal disruption during the transition of service desk functions.

The roles involves key task as below:

- **1. Transition Planning and Strategy**
- Develop and execute detailed transition plans for moving IT service desk operations from one environment to another (e.g., internal to external, one vendor to another).
- Collaborate with stakeholders to define the objectives, scope, and key performance indicators (KPIs) for the transition.
- Create a timeline and resource allocation plan for the transition, ensuring all activities are aligned with the organization's goals.

**2. Stakeholder and Vendor Management**
- Act as the primary liaison between internal teams, service desk teams, third-party vendors, and clients during the transition process.
- Manage vendor relationships and ensure they are meeting their contractual obligations and service level agreements (SLAs).
- Communicate effectively with all stakeholders, providing updates and ensuring alignment on transition progress.
- Ensure the vendors or service providers are aligned with the expectations for service quality, response times, and operational standards.

**3. Process and Service Design**
- Review and document existing IT service desk processes, ensuring they are properly transitioned to the new environment or provider.
- Oversee the creation and implementation of new processes, workflows, or tools that are necessary for the transition.
- Ensure service desk functions such as incident management, request fulfillment, problem management, and escalation procedures are properly integrated into the new environment.

**4. Risk Management and Issue Resolution**
- Identify and assess risks that could impact the service desk transition and create mitigation strategies.
- Proactively manage issues that arise during the transition process, addressing them in a timely manner.
- Develop contingency plans to minimize service disruptions and downtime.

**5. Change Management**
- Implement and manage change control procedures to ensure that all changes related to the service desk transition are documented, approved, and communicated effectively.
- Ensure mínimal disruption to ongoing IT service desk operations during the transition by following structured change management processes.

**6. Knowledge Transfer and Training**
- Oversee the transfer of knowledge to new service desk teams or vendors, including documentation, tools, and processes.
- Develop and implement training plans for service desk personnel to ensure they are fully prepared for new processes, tools, or technologies.
- Conduct training and orientation sessions to ensure the new team is well-equipped to deliver high-quality service desk support.

**7. Communication and Reporting**
- Maintain clear and consistent communication throughout the transition to all stakeholders, ensuring alignment and timely updates.
- Create regular status reports and track key metrics to assess transition progress and highlight any areas of concern.
- Report on service desk performance post-transition, including any issues, risks, or feedback from users and stakeholder.

**8. Tool and Technology Integration**
- Oversee the integration of any new tools or technologies that support service desk operations (e.g., ticketing systems, knowledge management systems, communication tools).
- Ensure the new tools or systems are tested, configured, and aligned with the organization's needs before being deployed in the transition.

**9. Quality Assurance and Service Validation**
- Ensure service desk processes are validated and aligned with service level agreements (SLAs) before the transition is completed.
- Conduct service testing and evaluations to confirm that the service desk functions properly in the new environment.
- Ensure that all service desk metrics, such as response time, resolution time, and customer satisfaction, are consistently monitored.

**10. Post-Transition Support and Stabilization**
- Oversee the stabilization phase following the transition to ensure that service desk operations are fully functional and stable.
- Provide ongoing support during the post-transition period to resolve any remaining issues and ensure smooth operations.
- Gather feedback from users and stakeholders to assess the effectiveness of the transition and identify any areas for further improvement.

**11. Documentation and Knowledge Management**
- Ensure that all aspects of the IT service desk transition are well-documented, including processes, workflows, tools, training materials, and any lessons learned.
- Maintain knowledge management systems and ensure that documentation is readily available to support service desk personnel during and after the transition.
- Create and update standard operating pro