DLL
Website:
dllgroup.com
Job details:
Job Description
The Transition Manager is responsible for the end-to-end execution of transitions and scope migrations of activities from local organizations into Global Business Services (GBS) captive delivery centers.
The role ensures that each transition is delivered in a structured, controlled, and risk-aware manner, safeguarding service continuity, customer experience, and regulatory compliance. Acting as the bridge between local markets and GBS delivery teams, the Transition Manager translates business knowledge into stable, repeatable, and auditable operations within the target delivery model.
Operating within a standardized transition framework, the Transition Manager manages individual transitions or waves across multiple markets, towers, or processes. The role requires strong execution discipline, exceptional documentation capability, and the confidence to challenge readiness gaps before go ‑ live.
Responsibilities
- End-to-End Transition Execution
- Manage the full lifecycle of assigned transitions, from initiation and planning through knowledge transfer, go-live, and stabilization.
- Translate approved transition scope into detailed transition plans, milestones, and deliverables aligned with GBS methodology.
- Drive execution across all transition phases (shadowing, reverse shadowing, go-live, and hyper care).
- Track overall progress, dependencies, risks, and issues, escalating proactively where thresholds are exceeded.
- Knowledge Transfer & Documentation
- Lead structured knowledge transfer activities with local market SMEs and functional experts.
- Rapidly absorb complex process, system, customer, and regulatory knowledge.
- Translate captured knowledge into high-quality operational documentation, including process maps and control descriptions, Standard Operating Procedures (SOPs), and work instructions and desk-level guidance.
- Ensure documentation reflects real operational scenarios, exceptions, customer touchpoints, and regulatory requirements.
- Readiness & Go-Live Control
- Define and manage readiness criteria for each transition phase.
- Ensure evidence-based gate reviews are completed prior to go-live.
- Validate operational readiness across people, process, systems, controls, and reporting.
- Actively protect service continuity, customer experience, and regulatory integrity during transition.
- Risk, Quality & Governance
- Identify, document, and manage operational and regulatory risks throughout the transition.
- Maintain RAID logs, transition dashboards, and status reporting aligned to governance cadence.
- Ensure all transition artifacts meet internal audit, compliance, and governance standards.
- Support steering committees with fact-based updates, decision papers, and escalation materials.
- Stakeholder Management
- Serve as the primary transition contact for local organizations, working closely with process owners and SMEs.
- Closely collaborate with GBS Heads of Delivery, Tower Leads and Team Leads, as well as GBS support functions to ensure a smooth handover from transition to delivery.
- Align scope, timelines, responsibilities, and success criteria across all parties.
- Address scope ambiguity and resolve misalignment early to prevent downstream issues.
- Continuous Improvement & Capability Building
- Capture lessons learned from each transition and feed them back into transition playbooks, methodology improvements, and reusable templates and standards
- Maintain and improve the tooling used for documentation of processes.
- Contribute to the ongoing professionalization of the GBS transition capability.
Key Performance Indicators
- Successful completion of transitions: on time, on budget, and within risk tolerance
- Go-live and stabilization success (minimal disruption, incidents, or rework)
- Quality and completeness of transition documentation and knowledge transfer
- Readiness gate approval rates without late-stage escalations
- Stakeholder satisfaction (local organizations and GBS Delivery)
- Number and severity of post-transition defects or service issues
- Contribution to methodology improvement and reuse of best practices
Experience
QUALIFICATIONS
- 5–8 years of experience in transition management, migrations, or complex operational change initiatives.
- Strong background in Global Business Services or Business Process Outsourcing.
- Proven track record leading complex transitions from local entities to (captive) delivery centers.
- Knowledge of equipment finance products, processes, and systems.
Skills & Competencies
- Strong execution and project management discipline.
- Excellent ability to structure, document, and translate complex processes.
- High attention to detail with a strong sense of operational and customer impact.
- Confident stakeholder management across cultures, functions, and seniority levels.
- Clear, concise, and professional written and verbal communication.
- Ability to operate effectively in a complex, multicultural environment.
- High level of integrity and sensitivity to risk, compliance, and control requirements.
- Fluent in English; additional languages are a plus.
Education
- Bachelor’s degree in business administration, Operations Management, Finance, Economics, or a related field.
- Relevant professional certifications (e.g. PMP, Prince2, Lean/Six Sigma) are a pl
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