Head of Transition and Senior Expert - Project Management Managed Service

Job Title: Head of SAP Service Transition & Project Management

Location: London / Glasgow

Department: Managed Services

Reports To: Director of Customer Success COE

Job Summary: The Head of Managed Services for Service Transition and Project Management oversees several direct reports daily, including their performance management. This role involves leading a portfolio of SAP projects, planning, coordinating these projects, and executing the transition of support services to the Business-As-Usual (BAU) support teams.

Additionally, the Head of Service Transition is responsible for providing commercial oversight, preparing Statements of Work (SOW), and supporting presales activities. They must ensure accurate input into the forecasts for the team’s project portfolio. Any projects that risk falling behind schedule require prior approval from the Director of the Customer Success Centre of Excellence (COE) for any changes to revenue timing.

Moreover, this individual must manage multiple projects and tasks while minimising disruption to the day-to-day operations of Managed Services. This includes facilitating a seamless handover, aligning with business goals, and effectively managing risks, stakeholder relationships, and operational readiness.

Key Responsibilities

1. Transition Planning & Execution

• Develop and implement transition plans for IT services.
• Define the scope, objectives, timelines, and deliverables for the transition.
• Ensure a seamless migration of services with minimal disruption to business operations.
• Monitor progress and adjust plans as needed to meet transition goals.
• Dealing with escalations.

2. Project Management

• Use project management methodologies to drive transition projects.
• Define project scope, deliverables, schedules, and budgets.
• Track and report on project milestones, risks, and dependencies.
• Manage change requests and ensure adherence to service-level agreements (SLAs).
• Dealing with escalations.

3. Forecast Accuracy

• Provide timely updates to the forecast for own customers, updates to be undertaken by Team Manager. Ensure that service demand and resource allocation are aligned, ensuring accuracy in predictions.
• Analyse historical data, market trends, and client requirements to support accurate forecasting and proactive resource planning.
• Support the Lead Revenue Co-ordinator and Team Managers by providing timely responses to Team queries at month-end and before the regular Forecasting calls.

4. Commercial Management

• Manage commercial aspects of client contracts, including pricing structures, renewals, and negotiations to ensure profitability.
• SOW writing, estimating, pre-sales activities.
• Work with the Account Executives to ensure that Opportunities are maximised to deliver the best solution for the customer across the range of customer contracts and commercial cover.
• Support the team to ensure that all revenue is correctly recognised where work has started without commercial cover.

5. Stakeholder & Client Management

• Collaborate with internal teams, service providers, and third-party vendors.
• Facilitate communication between Functional and IT teams.
• Manage expectations and ensure alignment with business objectives.
• Conduct stakeholder meetings and provide regular updates on transition progress.

6. Risk & Compliance Management

• Identify and mitigate risks associated with the transition.
• Ensure compliance with industry regulations and security standards, ISO 27001, ITIL, GDPR
• Conduct impact assessments and develop contingency plans.

7. Service Operations & Handover

• Ensure operational readiness before transitioning to managed services.
• Define KPIs and performance metrics to measure service effectiveness.
• Oversee knowledge transfer and documentation for support teams.
• Ensure successful handover to the service BAU operations teams.

8. Continuous Improvement & Optimisation

• Review transition outcomes and identify areas for improvement.
• Optimize processes and service delivery based on feedback and performance data.
• Drive innovation and cost efficiencies in managed service operations.

9. Required Skills

• SAP project management knowledge is Essential.
• Experience in delivering upgrades and infrastructure projects.
• Proven leadership and team management experience.
• Strong interpersonal and conflict-resolution skills.
• Ability to build a positive, collaborative, and high-performing team culture.
• Strong technical understanding of managed services and IT service delivery.
• Mentoring and coaching skills to guide team members toward improvement.
• Experience in handling team resource management and identifying skill gaps.
• Experience in IT service management (ITSM) and service transition.
• Strong understanding of ITIL frameworks and best practices.
• Familiarity with managed service agreements (MSAs) and SLAs.

10. Project Management Skills

• Proficiency in project management methodologies and documentation.
• Ability to manage multiple complex transitions with multiple stakeholders.
• Risk assessment and mitigation planning expertise.

11. Soft Skills

• Strong communication and negotiation skills.
• Problem-solving and decision-making abilities.
• Leadership and stakeholder management experience.
• Ability to work under pressure and manage multiple priorities.

12. Background & Experience

• Bachelor’s degree in IT, Business, or related field.
• PMP, PRINCE2, or ITIL certification preferred.
• Experience delivering upgrades and Infrastructure SAP projects.
• 5+ years of experience in IT service transition, managed services, or project management.
• Experience in large-scale IT transformations or outsourcing projects.

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
• Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
• Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan. This coverage extends to you, with favourable rates available for family members at the L3 level and above. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
• Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
• Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.