Job Description

ABOUT THE ROLE

The Project Manager – Transitions & Service Delivery Readiness supports the planning, coordination, and execution of client-facing transition, onboarding, and service launch projects. This role sits between a senior transformation delivery profile and an operational project management profile, with a strong focus on transition readiness, service implementation, stakeholder coordination, launch execution, and post-go-live stabilization.

This is a mid-level project management role suited for someone who can manage structured project plans, RAID logs, cadence meetings, launch documentation, and cross-functional coordination across Operations, Training, QA, IT, HR, Finance, and Client Success. The role requires strong project discipline, clear communication, and practical experience in service transitions, client onboarding, or shared services delivery. While the role may support improvement initiatives, its primary accountability is to ensure that new or changing services are transitioned properly from planning through launch, stabilization, and handover to business-as-usual operations.

KEY RESPONSIBILITIES

Project & Transition Delivery Support

• Support the end-to-end delivery of client transitions, onboarding, and service launch projects.
• Develop and maintain project plans, transition trackers, RAID logs, action registers, cadence calendars, and status reports.
• Coordinate transition activities across scoping handoff, solutioning handoff, staffing readiness, training, QA, IT access, workflow documentation, nesting, go-live, and stabilization.
• Track readiness against agreed launch criteria, including staffing, SOPs, work instructions, system access, training completion, QA alignment, and operational handover requirements.
• Identify transition blockers, missed dependencies, and readiness gaps early, and coordinate with the right owners to keep launch and stabilization activities on track.

Client Engagement & Communication

• Support structured go-live and post-go-live stabilization activities for new clients, new service lines, or expanded scopes.
• Ensure project activities are completed within agreed timelines, with dependencies and ownership clearly visible.
• Serve as the day-to-day project point of contact for client stakeholders during transition, onboarding, launch, and stabilization activities.
• Facilitate project cadence meetings, transition check-ins, readiness reviews, and post-go-live updates.
• Prepare clear project updates covering progress, risks, issues, decisions, dependencies, and next steps.
• Coordinate client inputs and approvals needed for transition activities, including process walkthroughs, access requirements, training materials, documentation, and operational expectations.
• Maintain professional and proactive communication with internal and client stakeholders.

Project Governance & Reporting

• Establish and maintain project governance routines, including cadence meetings, status reporting, RAID reviews, decision tracking, and action follow-ups.
• Prepare project updates that clearly show milestone status, delivery risks, open decisions, dependencies, and leadership support needed.
• Ensure project information is organized, current, and accessible to stakeholders through agreed tools and repositories.
• Track commitments made during project meetings and follow through with owners to ensure timely closure.
• Escalate at-risk milestones or unresolved decisions with clear impact, options, and recommended next steps.
• Promote clear project working routines, including meeting discipline, action tracking, documentation standards, and timely stakeholder updates.
• Support project handover governance by confirming that open items, unresolved risks, owners, and next steps are clearly documented before transition to BAU.

SKILLS & QUALIFICATIONS:

Education & Experience

• Bachelor's degree in Business Administration, Information Technology, Operations Management, Industrial Engineering, or a related field.
• 5 to 7 years of experience in project management, project coordination, service transitions, shared services, managed services, or client delivery environments.
• At least 2 to 3 years supporting client-facing projects, onboarding, implementations, operational launches, or service transition work.
• Experience working with cross-functional teams such as Operations, Training, QA, IT, HR, Finance, and C lient Success.
• Experience supporting international clients, preferably US, UK, Australia, or APAC-based stakeholders.

Communication & Stakeholder Skills

• Strong written and verbal English communication skills.
• Able to prepare project updates, meeting notes, RAID summaries, and leadership-ready reports.

KEY SKILLS & COMPETENCIES

• Comfortable facilitating meetings, following up on actions, and communicating risks or dependencies professionally.
• Strong project management discipline with the ability to manage plans, milestones, owners, dependencies, timelines, and follow-through.
• Practical understanding of service transitions, onboarding, launch readiness, and post-go-live stabilization.
• Strong stakeholder coordination across internal teams and client-facing environments.
• Able to organize project information into clear status reports, action logs, RAID summaries, and readiness views.
• Good understanding of launch readiness requirements, including people, process, tools, training, QA, access, and handover.
• Proficiency in Microsoft Excel, PowerPoint, SharePoint, Teams, MS Project, and project/task management tools such as Trello, Jira, Asana, Smartsheet, Monday.com, or ServiceNow.
• Comfortable working in structured cadence environments with regular updates, milestone reviews, and escalation routines.
• Practical, organized, and able to drive follow-through across multiple workstreams.