Service Transition Project Manager Full Time Permanent

Service Transition Project Manager – Cape Town

The role of the Service Transition Project Manager is to orchestrate seamless, profitable delivery of both projects and transitions to Content+Cloud’s clients. The right person will thrive on organising activities and communicating goals, objectives and results between Content+Cloud functional teams and the customer. The Content+Cloud Transition Project Manager will coordinate the overall schedule of work across multiple projects and transitions.

The Transition Project Manager is responsible for ensuring the successful transition of new or changed services from sale, through the project phase and into normal service support, ensuring the relevant Content+Cloud support teams are fully equipped to deliver services according to SLA. The Transition Project Manager will also own the comprehensive end to end Service Transition & Project Process as well as ensuring there is continuous review and improvement to the process.

The role requires strong background in Technical Project Management with high level knowledge in Transition & Onboarding, ideally in a Managed Service environment, and a technical understanding, with the ability to interact with customers at all levels of seniority in order to understand and deliver against their expectations.

Duties and responsibilities:

Process & People:

• Drives a standardised, consistent and repeatable approach for both newly sold Services and Products with significant change to move from post sales project phase to acceptance by the relevant Managed Services or Support Services Teams (as well as other internal terms involved in support of the Services)
• Continuously review and improve the existing Service Transition & Project Process (and associated sub-process and work instructions) that encompasses all the requirements for a service transition and acceptance and ensure these processes are embedded within the processes and working practices of all other relevant internal teams
• Develops and manages post go-live/post Transition ‘Hypercare’/‘Early life support’ process in conjunction with relevant support teams
• Liaises with DevOps, Business Analysis, Business Intelligence, Project Management and other relevant internal teams to ensure operational standards i.e. Release Management, Service Support Process (ITIL aligned); and delivers in line with expectation and to a standard approach

Transition Projects:

• Champion excellent project communications between C+C and its customers
• Ensure effective utilisation of project team skills and availability
• Develop and maintain standard transition project templates, checklists and task libraries
• Lead, attend, manage the usual internal and external meetings with all stakeholders
• Be a self-starter, managing your own time and availability effectively
• Improving pre and post sales documentation on a continuous basis
• Promote timely update all relevant project systems and site documentation
• Understanding what the client or company wishes to achieve from the project.
• Agree timescales, costs and resources required to carry out the project.
• Working with the IT Manager to draw up a detailed plan for each stage of the project.
• Liaising with 3rd parties and suppliers when required for completion of projects.
• Ensuring project quality standards are adhered to and maintained.
• Managing risks to avoid delays with projects

• Ensuring resources assigned to projects log their time when tasks are carried out within the project.
• Providing solutions and advice on the management of projects.
• Using the CRM to keep track of people and progress.
• Ensure that all appropriate parties are kept up to date with the progress and planning of projects.
• Booking in and planning resources required to carry out a project. Identifying what skills will be required for each stage of the project.
• Tracking customer satisfaction of completed projects through surveys and ensuring sign off is received for a project.
• Maintaining scheduled resources and ensuring appropriate resource is available to conduct project activity as required.

Health and Safety

• To comply with Health and and Safety legislation, following Content+Cloud processes to ensure your own safety and the safety of others.