Transition Manager L1

Role:

 The purpose of the role is to ensure effective implementation of transition tasks for client/account as per the transition plan. 

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

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

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

Manager - Transitions is a person who needs to take multiple waves / tracks of a transition and execute the project end to end (from Transitions Initiation till Closure). This person reports into the transition leader and is responsible for internal and external reporting and tracking. Key goals of the transition manager are to complete the projects within the given timelines and budgets while ensuring customer satisfaction

• Manage active transitions as assigned.
• Be the customer's SPOC for all questions, decisions, actions and updates as applicable.
• Support the project as the first escalation point for internal and customer issues.    
• Drive governance calls and meetings for internal and customer updates.   
• Plan for, conduct and manage relevant trainings to be delivered to transitions team.      
• Participate in / conduct assessments to gauge the training needs of the team.      
• Understanding strategic business objectives of the customer and facilitating the definition of project scope, goals and deliverables.      
• Participate in creation and review of transition solutions for RFPs / RFIs and any other pre sales support as needed.      
• Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and transition plan depending on solution complexity, priorities and deliverables.    
• Combining process migration activities along with IT implementation    
• Gives customer distinct advantage as vendor manages both IT as well as the operations 
• Optimization of the transition methodology – reduce time, reduce costs, reduce risks, retain/ improve quality.
• Responsible for risk management – understand the business and operational risks and develop and execute mitigation plans. Responsible for driving process specific business continuity planning.