Job Description

Primary Purpose of Position:

The Service Transition and Continuous Improvement Specialist is responsible for supporting the Service Transition Manager in the planning, coordination, and execution of end-to-end service transition activities across the organization. This role ensures the smooth and structured transition of new or modified services into operational support while driving continuous improvement initiatives.
The Role will also be instrumental in performing hands-on activities to implement process improvements and promote new ways of working by applying organization-aligned best practices. Collaboration with key stakeholders, including Tower Heads, Managers, and cross-functional teams, is essential to ensure service
readiness, operational alignment, and the successful adoption of enhanced processes.

Key Responsibilities:

• Support the Service Transition Manager in Planning, Coordination, and Execution of GSS Service Transition Demands across Towers to ensure seamless handover of new/updated services to Service Operations.
• Establish comprehensive service documentation for new services, including but not limited
to:

• Process Documentation and Work Instruction
• Service Definitions and Functional Scope
• Clearly defined Support Models aligned with the Standard Service Operations Processes
• Formalized Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Governance Models that align with both Project and Support functions

• Assist with the development and execution of key service transition deliverables, including:

• Service Design Assessments
• Support Readiness Plans
• Service Acceptance Criteria (SAC)

• Ensure all operational training needs, documentation, and non-functional requirements (e.g., performance, availability, scalability, security) are captured, validated, and delivered in alignment with the agreed SAC (Service Acceptance Criteria).
• Proactively assess and escalate Service Transition Risks and issues to relevant stakeholders and line management.
• Facilitate stakeholder engagement, ensuring alignment across technical, business, and support teams.
• Contribute to Knowledge Management by capturing, organizing, and transitioing Key Operational Knowledge.
• Maintain the Service Transition Kanban Boards and apply Scrum Methodologies to track deliverables and progress.
• Assist in Resource Planning and workload allocation to optimize Team Capacity.
• Support in compiling and analyzing Reports to track Transition progress and service performance.
• Contribute to Process Improvement Initiatives, Innovation, and Transformation aligned with Continual Service Improvement (CSI) efforts.
• Ensure all activities comply with Quality Standards and Organizational Processes.
• Participate with migration tasks and support knowledge handover to Operational Teams.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!