Service Desk Senior Transition Manager (m/w/d) - German Speaking

Stellenbeschreibung:

For our client in Munich, we are looking for a Service Desk Senior Transition Manager (m/f/d) . Remote work is possible.

Ref.:

Transition Manager

The Transition Manager is accountable for the end-to-end transition of IT services from an incumbent provider to our organisation. The role ensures service continuity, fulfilment of contractual obligations, and a controlled, low-risk transition into steady-state managed services.

Your Tasks

Transition Strategy & Planning

Define the transition strategy aligned to contractual scope, service towers, and operating model
Develop and manage a detailed transition plan covering people, process, technology, governance, and security
Establish transition milestones, acceptance criteria, and exit/entry criteria
Align transition activities with the Master Services Agreement (MSA) and Statements of Work (SOWs)

Governance & Program Control

Set up and run transition governance (steering committees, operational forums, escalation paths)
Define and manage transition KPIs, RAID logs, and reporting structures
Ensure adherence to ITIL service transition principles and client governance standards
Provide regular executive-level status reporting

Service Tower Transition Management

Coordinate transitions across IT service towers (e.g., Service Desk, Infrastructure, Network, Applications, Cloud, Security)
Manage inter-tower dependencies and sequencing
Ensure service definitions, SLAs, OLAs, and KPIs are clearly documented and baselined
Validate tooling integration (ITSM, monitoring, CMDB)

Knowledge Transfer & Resource Onboarding

Plan and oversee knowledge transfer (KT) from incumbent teams
Manage shadowing, reverse-shadowing, and certification activities
Ensure process documentation, SOPs, runbooks, and architecture diagrams are complete and approved
Confirm readiness of offshore/onshore delivery teams

Risk, Issue & Compliance Management

Identify, track, and mitigate transition risks and issues
Ensure security, data protection, and regulatory compliance throughout transition
Manage access provisioning, credential handover, and security approvals
Maintain contingency and service continuity plans

Cutover, Go-Live & Hypercare

Plan and execute cutover and go-live activities for each service tower
Coordinate parallel runs and exit of incumbent provider
Lead hypercare and stabilization period post go-live
Track early life support performance and remediation actions

Vendor, Client & Incumbent Management

Act as primary interface between client, incoming provider, and incumbent supplier
Ensure incumbent cooperation and contractual transition obligations are met
Resolve disputes and manage escalations during transition
Support commercial discussions related to transition scope and changes

Transition Closure & Handover to BAU

Obtain formal service acceptance and transition exit sign-off
Hand over ownership to Service Delivery Managers and Operations teams
Capture lessons learned and continuous improvement opportunities
Deliver final transition closure report

Key Activities

Due diligence and service discovery
Transition planning and service tower onboarding
Knowledge transfer execution
ITSM tool onboarding and process alignment
Access, security, and compliance onboarding
Implementation of transformation items in scope of Day 1 Services go live
Cutover and go-live coordination
Hypercare management and stabilization
Transition closure and BAU handover

Your Skills

Strong Evidencable Service Desk Skills & transition experience
Application project delivery experience
Proven experience managing IT outsourcing or managed services transitions
Strong understanding of ITIL / ITSM frameworks
Experience working with MSAs, SOWs, SLAs, and OLAs
Experience managing multi-tower, multi-vendor IT environments
Experience managing transformation deliveries
Experience with global delivery models (onshore/offshore)
Familiarity with ITSM tools (such as ServiceNow, BMC, Remedy, etc.)
Exposure to digital workplace, end user computing cloud, infrastructure, application, and security services
Very good German and English language skills required

Nash direct offers exactly what you are looking for in the digital working world: challenging and highly exciting assignments with market-leading technology companies, combined with the security of a permanent employment contract.

We understand how modern project work functions and have been successfully operating in this field for over 25 years.

Interested? We look forward to receiving your application documents. We will get back to you promptly. For further information regarding this position, please contact

Marlena Marzano ( ).