Apply now »

Transition and Transformation Lead

 Location: UK - Hatfield, UK - London | Job-ID: 205404 | Contract type: | Business Unit: IT Service Delivery/Managed Services

Life on the team 

These exciting new role sits within the Transition and Transformation (T&T) team, a core part of Group Managed Services (GMS). Reporting directly into Michael Koenen the T&T Director, we have Customer Executive (CE) vacancies across multiple countries.  


Why the new role? 


We have identified the critical importance of successfully Transitioning and Transforming our large scale and complex customer programmes.
This new role is in addition to the existing T&T programme managers and represents our need to have senior Programme Managers (called T&T Customer Executives) to run these strategically important customer programmes. It is likely the CEs will be dedicated single large scale and complex customer programme.


What you'll do  

This role has the core requirements of the existing Programme / Transition /Service Manager (Level 6) skills and capabilities.  This includes the overall accountability for the success of a Managed Services Transition & Transformation programme. Also the design and pre-sales requirements, from within the Design and Contract phase, through the T&T phase to the handover into operations. The role has delegated authority for the commercial and contractual aspects during the T&T programme working in conjunction with the Service Director (with overall P&L accountability), and the responsible T&T Programme Managers and Delivery Lead.
The critical additional role requirements that differentiate this T&T Customer Executive role from the existing Programme / Transition Manager roles are;



Exceptional entrepreneurial approach to overall CC business delivery and growth;


  • Proactively leading teams to ensure that gaps in the contracted solution are resolved to enable contractual service outcomes. Accountability for leading CC teams to implement changes which add value to both CC and the customer through the change control process. Challenging the design solution architects and operational teams.
  • Proven experience of being an expert in Risk Management in T&T projects. They will always;
    • Agree what risks can be carried by the project and which ones need to be prioritised for mitigation or elimination.  
    • Challenge the risk assessment and the mitigation plan proposed.
    • Be prepared to take a strategic (long term) view of risks and issues in terms of the impact to the overall duration of the services contract as well as the impact on transition. 
  • Transition and Transformation Leads will adopt a relentless, entrepreneurial approach to new opportunities over the life-time of the T&T Project, showing absolute commitment to the importance of new opportunities, and the benefits to our customers and CC.


  • Exceptional senior leader behaviours to lead growth
    • Role models Senior Leader political judgement and acumen, combined with authentic personal gravitas.
    • Driving an active senior CC network, persuasively influencing of all key stakeholders; from Exec level to the front line of CC operational delivery.
    • Collaboratively leading senior teams through large and complex T&T, comfortable with ambiguity, whilst retaining focus on key T&T deliverables. 
    • Leads by example by demanding personal accountability and ownership be taken by all.


What you’ll need 


  • 10+ years experience in IT/Programme/Project Management
  • 5+ years' experience in managed services/outsourcing contracts (e.g. as service manager, account manager, project manager)
  • Proven risk management experience
  • Experience in building an active network and persuasively influencing all key stakeholders
  • ITIL skills (ITIL Foundation certification)


About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business. 

Apply now »