Own the end-to-end transition, mobilisation and transformation agenda for complex client, outsourcing or enterprise change programmes. The role is accountable for moving services safely from current state to the agreed future operating model, embedding governance, protecting service continuity, delivering contracted outcomes and realising measurable business benefits.
REQUIRED EXPERIENCE AND CAPABILITY
- Senior delivery leadership of complex transition, transformation, mobilisation or managed-services programmes, ideally in BPO, IT services, consulting or enterprise operations.
- Track record of transferring services, standing up new delivery models and embedding sustainable BAU ownership without material service disruption.
- Strong executive presence, client-facing credibility and ability to influence across matrix teams, suppliers and senior stakeholders.
- Commercially astute, with experience managing programme budgets, benefits, scope, resourcing, third-party commitments and contractual obligations.
- Expertise in target operating model design, business readiness, change adoption, process improvement and technology-enabled transformation.
- Excellent governance discipline: plans, milestones, dependencies, RAID, assurance, reporting and decision management. MSP, PRINCE2, Agile, Lean Six Sigma or equivalent desirable
KEY ACCOUNTABILITIES
- Transition strategy: Define the mobilisation approach, integrated transition plan, governance cadence, entry and exit criteria, critical path and dependency model.
- Programme delivery: Lead multi-workstream delivery across operations, technology, people, property, suppliers and client teams, using clear RAID, financial and quality controls.
- Service continuity: Maintain operational stability through migration, cutover, hypercare and handover to BAU, with robust readiness, contingency and assurance gates.
- Transformation roadmap: Shape and execute initiatives that improve cost, quality, productivity, customer experience and control, including operating model, process and digital change.
- Stakeholder leadership: Build confidence with executive sponsors, client stakeholders, internal delivery teams and third parties; chair steering forums and resolve escalations.
- Commercial and risk control: Manage transition budgets, commitments, scope changes, benefits cases, regulatory obligations and contractual deliverables.
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