Service Transition Manager

Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Integral to the success of any Managed Service is the correct transition of clients in to and out of support, as well as the continuous development of organisational service offerings. The Service Transition Manager ensures the smooth, controlled, and value‑driven introduction of new or changed services into Natilik’s Managed Service ecosystem. The role is accountable for planning, governing, and delivering all transition activities so that Natilik and the client are fully prepared for Day 1 operations, with all processes, documentation, tooling, service levels, and knowledge in place.

A Service Transition Manager will ensure that all services are implemented in a standard and efficient manner and that they deliver value to Natilik’s clients. They will own the onboarding of new clients into Natilik from a service standpoint, working in parallel with Natilik project teams to establish and document service processes that guarantee a successful engagement between Natilik and our clients support teams.

Main activities, tasks & duties

A Service Transition Manager owns Natilik’s Service Transition proposition; ensuring that Natilik services are implemented to an agreed standard following ITIL best practices, are supportable, consistent and deliver the intended value to our clients. The Service Transition Manager will be responsible for:

Transition Planning & Governance

• Create and maintain the end to end Service Transition Plan, including milestones, dependencies, risk controls, validation gates, and acceptance criteria.

• Define and manage transition governance, including RAID logs, reporting cadence, and alignment with project, engineering, and client teams.

• Drive structured workshops including Transition Kick off, Operational Readiness, Service Discovery, and RACI definition.

Service Readiness & Operational Alignment

• Ensure all operational processes are defined and agreed (Incident, Major Incident, Request/MAC, Change/Release, Escalation, Remote Access, Monitoring & Alerting).

• Oversee creation and approval of the Service Operations Manual (SOM).

• Validate readiness of Natilik tools, integrations (including ServiceNow/eBonding or ITSM platform to platform integrations), monitoring configurations, and access management.

Documentation & Quality Assurance

• Ensure all documentation (may include LLDs/HLDs, support models, knowledge articles, acceptance criteria, testing evidence) is complete and meets Natilik standards.

• Align documentation and operational artefacts with vendor best practice.

Knowledge Transfer & Capability Enablement

• Plan and facilitate Knowledge Transfer (KT) sessions for both Natilik and client teams.

• Run playback sessions to validate understanding and capture follow up actions.

• Identify training requirements for BAU teams and escalate gaps where needed.

Client & Internal Stakeholder Engagement

• Act as the central liaison between Delivery, Engineering, Manage, and the client during transition.

• Communicate scope, timelines, quality expectations, risks and mitigation clearly.

• Run and document transition workshops and checkpoint meetings.

Risk, Issue & Dependency Management

• Identify and manage risks and issues throughout transition.

• Ensure validation checkpoints and mandatory readiness criteria are completed before go live.

• Track and manage dependencies with internal and external stakeholders.

Handover Into BAU / Service Acceptance

• Own Service Acceptance Criteria and secure sign off for entry into Managed Services.

• Ensure snagging items are documented, assigned and tracked.

• Confirm BAU teams are fully equipped with tooling, SOM, escalation paths and KT outputs.

How you will make an impact

• Maintaining consistent high levels of customers satisfaction (90% NPS above)

• Achieving billable-days target on a monthly/quarterly basis (15 pcm)

• Delivering service transition within budget to maintain contribution levels

• Driving innovation/process improvement internally, over and above client-facing activity, helping create templates and process refinement