{"id":2173263,"url":"https://alion.io/job/dyson-service-operations-transition-manager-2","title":"Service Operations Transition Manager","company":{"id":160,"name":"Dyson","domain":"dyson.com","url":"https://alion.io/company/dyson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":53,"ghost_share":0,"stale_share":0.358,"repost_share":0.019,"time_to_fill_p50_days":31,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4596},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Agile","optional":true},{"name":"ITSM","optional":true},{"name":"Scrum","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-09T13:11:30Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-20T19:53:36Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"About role\nThe IT Service Operations Transition Manager is accountable for governing, coordinating, and assuring the successful transition of new, changed, or transformed IT services into live operation.\nThe role ensures services, applications, platforms, infrastructure, workplace technologies, suppliers, and operational capabilities meet defined readiness and acceptance criteria before deployment into production.\nThe IT Service Operations Transition Manager works across project teams, engineering teams, service owners, process owners, suppliers, cybersecurity, architecture, and operational support functions to ensure services are stable, supportable, recoverable, documented, monitored, and aligned to operational standards.\nKey Accountabilities\n1. Service Transition Ownership and Governance\nThe IT Service Operations Transition Manager is accountable for the design, governance, and effective operation of the service transition framework.\nResponsibilities include:\nOwn and maintain the service transition framework, governance model, standards, and operating procedures.\nDefine operational readiness requirements for new and changed services.\nEstablish service transition checkpoints, decision gates, and approval criteria.\nEnsure service transition is embedded into project, change, release, and operational governance.\nProvide senior oversight of production service introductions and operational acceptance decisions.\nAct as the escalation point for transition risks, readiness gaps, and unresolved handover issues. 2. Operational Readiness Assurance Ensure services are fully prepared for live operation before deployment. Responsibilities include:\nDefine and maintain operational acceptance criteria across people, process, technology, supplier, risk, and support dimensions.\nAssess readiness across support models, monitoring, alerting, documentation, ownership, knowledge, access, reporting, and escalation paths.\nEnsure operational teams are ready, trained, and equipped to support the service from day one.\nValidate that service desk, resolver groups, suppliers, and service owners understand support responsibilities.\nConfirm critical operational controls are in place before go-live.\nChallenge go-live decisions where readiness is incomplete or service risk is unacceptable. 3. Transition Planning and Cross-Functional Coordination Lead transition planning across complex technology and operational environments. Responsibilities include:\nDevelop and maintain transition plans for major projects, services, platforms, and supplier changes.\nCoordinate transition activities across project teams, operational teams, suppliers, and business stakeholders.\nIdentify transition dependencies, risks, owners, milestones, and acceptance actions.\nFacilitate transition governance forums and readiness reviews.\nProvide clear reporting on readiness status, outstanding actions, risks, and decisions required.\nEnsure transition activities are aligned with change, release, service design, and operational planning. 4. Knowledge Transfer and Operational Acceptance Ensure operational teams receive the knowledge, documentation, and capability required to support services effectively. Responsibilities include:\nGovern knowledge transfer from delivery teams, engineering teams, suppliers, and project teams into live operations.\nEnsure support documentation, runbooks, knowledge articles, escalation paths, and operational procedures are complete and usable.\nCoordinate training and walkthroughs for service desk, resolver groups, support teams, and suppliers.\nEnsure formal operational acceptance is completed before services move into production.\nMaintain evidence of handover, training, acceptance, and outstanding support risks.\nEnsure lessons from early life support are captured and used to improve future transitions. 5. Early Life Support and Post Go-Live Stabilisation Ensure services remain stable during the critical post-deployment period. Responsibilities include:\nDefine early life support requirements, ownership, duration, success criteria, and exit conditions.\nCoordinate post go-live support arrangements across project, supplier, and operational teams.\nMonitor incidents, user feedback, service performance, known errors, and operational defects after launch.\nEnsure unresolved issues are tracked, prioritised, and owned through to closure.\nFacilitate transition closure reviews and confirm readiness for steady-state support.\nEscalate service instability or poor support outcomes where corrective action is required. 6. Risk Management and Service Protection Protect service stability by ensuring transition risks are visible, assessed, and actively managed. Responsibilities include:\nIdentify operational risks associated with service introduction, supplier transition, technical change, and support readiness.\nMaintain transition risk logs, action plans, and decision records.\nEscalate unacceptable readiness gaps or unmanaged operational risks to senior stakeholders.\nSupport go/no-go decisions with clear evidence and risk-based recommendations.\nEnsure transition risks are linked to wider operational, service, supplier, and business risks where appropriate.\nPrevent services entering production without appropriate support, recovery, monitoring, and ownership arrangements. 7. Continual Improvement and Transition Maturity Build strong relationships across the organisation to drive process adoption. Responsibilities include:\nConduct post-transition reviews and identify recurring themes, weaknesses, and improvement opportunities.\nDefine and maintain a service transition improvement roadmap.\nImprove transition templates, checklists, governance reporting, and readiness assessment methods.\nPromote standardisation, automation, and repeatability across service introduction activities.\nUse transition outcomes, incidents, audit findings, and stakeholder feedback to improve the process.\nProvide maturity reporting and recommendations to IT leadership. Key Responsibilities The IT Service Operations Transition Manager will:\nOwn the service transition framework, standards, governance, and improvement roadmap.\nEnsure new and changed services meet operational readiness and acceptance criteria before go-live.\nCoordinate transition activities across project, engineering, supplier, service owner, and operational support teams.\nLead readiness reviews, transition governance forums, and operational acceptance decisions.\nGovern knowledge transfer, support documentation, training, and handover activities.\nEnsure early life support is planned, governed, monitored, and formally closed.\nMaintain visibility of transition risks, unresolved actions, readiness gaps, and decision points.\nSupport go/no-go decisions with clear evidence and practical risk recommendations.\nProvide executive reporting on transition readiness, service risk, and post go-live stability.\nDrive continual improvement of service transition maturity, standards, and ways of working.\nPartner with IT service management, delivery, engineering, architecture, cybersecurity, suppliers, and business stakeholders. Key Deliverables\nService Transition Framework.\nOperational Readiness Assessment Model.\nOperational Acceptance Criteria.\nService Introduction Checklist.\nTransition Governance Reporting.\nTransition Risk and Action Register.\nKnowledge Transfer and Training Plans.\nService Handover Documentation.\nSupport Readiness Reports.\nEarly Life Support Plan and Exit Report.\nService Acceptance Records.\nPost-transition Review Reports.\nTransition Performance Metrics.\nContinual Improvement\nRequired Experience\nThe successful candidate should have 5+ years’ global experience in:\nLeading service transition, service introduction, operational readiness, or production acceptance activities in a large or complex organisation.\nSupporting complex programmes, technology transformations, platform deployments, supplier transitions, or operational change initiatives.\nManaging service introductions into global operational environments.\nWorking across IT service management, operations, project delivery, engineering, support, supplier, and business stakeholder groups.\nDeveloping transition governance frameworks, operational acceptance criteria, and readiness assessment models.\nManaging operational risks, readiness gaps, service handover issues, and post go-live stabilisation activities.\nCoordinating knowledge transfer, support documentation, service desk readiness, and resolver group onboarding.\nProducing senior-level reporting on transition status, risk, readiness, and improvement activity.\nWorking within ITIL-based service management and change governance environments.\nDriving continual improvement of service transition processes and operational supportability. Required Skills and Capabilities\nWorked extensively in a global organization where you have been fully accountable for the transition framework and outcomes.\nStrong understanding of service transition, operational readiness, and service acceptance principles.\nStrong IT service management and operational governance knowledge.\nExcellent stakeholder management, communication, and facilitation skills.\nAbility to influence and challenge delivery teams, suppliers, and senior stakeholders.\nStrong risk management and service protection mindset.\nExcellent planning, coordination, and dependency management capability.\nAbility to translate complex technical and operational detail into clear executive insight.\nStrong documentation, reporting, and governance discipline.\nSupplier management and third-party coordination experience.\nStrong problem-solving and decision-making capability.\nAbility to operate confidently across both strategic and operational levels.\nContinuous improvement mindset focused on improving stability, supportability, and employee experience. Preferred Qualifications\nITIL Foundation or higher.\nPRINCE2, PMP, Agile, Scrum, or equivalent project management qualification.\nLean, Six Sigma, or continuous improvement certification.\nServiceNow experience or equivalent ITSM platform experience.\nExperience with service design, change enablement, release management, or operational resilience.\nExperience operating in a global enterprise environment.\nDyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. 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