Director-Senior IT service Transition Lead

Job Description

cuity Knowledge Partners

Acuity is headquartered in London and operates from 10 locations worldwide.

The company fosters a diverse, equitable and inclusive work environment, nurturing talent, regardless of race, gender, ethnicity or sexual orientation.

Acuity was established as a separate business from Moodys Corporation in 2019, following its acquisition by Equistone Partners Europe (Equistone). In January 2023, funds advised by global private equity firm Permira acquired a majority stake in the business from Equistone, which remains invested as a minority shareholder.

For more information, visit www.acuitykp.com

Position Title- Director

Experience Level- 8+yrs

Department-IT

Location- Gurgaon

Job Summary

This is a strategic and hands-on role, ensuring that all new applications, services, and support models are effectively transitioned into BAU (business as usual) with minimal disruption.

• Service Transition Strategy & Planning:
• Develop and implement a comprehensive IT service transition framework to support ERP & CRM deployment across global business units.
• Define service readiness criteria, service acceptance processes, and operational handover plans for all new IT services.
• Work closely with project teams, solution architects, and business stakeholders to ensure new systems are designed for operational efficiency and supportability.
• Establish change management, release management, and incident escalation protocols for transitioned services.

Service Delivery & Operational Readiness:

• Lead the knowledge transfer and documentation process for IT teams, ensuring all service teams are prepared for new ERP & CRM functionalities.
• Collaborate with Shared Services and CoE teams to define support models, service levels (SLAs), and KPIs for ERP & CRM operations.
• Ensure that monitoring, logging, and ITSM workflows (ServiceNow, BMC Remedy, Jira Service Management) are in place before go-live.
• Work with security, compliance, and risk teams to ensure IT services adhere to governance, risk, and regulatory requirements.
• Develop and execute post-go-live Hypercare and stabilisation plans, ensuring a smooth transition to BAU.

Shared Services & CoE Enablement:

• Define the operating model for IT Shared Services & CoE, ensuring it aligns with ITIL best practices.
• Build standardised service catalogs, operational playbooks, and escalation matrices for ERP & CRM support.
• Foster a self-service and automation-driven support model, leveraging AI chatbots, RPA, and ITSM integrations.
• Work with third-party vendors and SaaS providers to establish clear support contracts, escalation paths, and performance expectations.

Stakeholder Engagement & Governance:

• Act as the primary liaison between project teams, business users, and IT operations to facilitate smooth service transition.
• Provide regular service transition status updates, risk assessments, and improvement recommendations to senior leadership.
• Drive continuous improvement in service delivery, identifying opportunities to optimise processes and reduce operational costs.
• Lead post-implementation reviews (PIRs) and lessons-learned sessions, applying findings to future service transitions.

Technical & Tool Expertise:

• Strong experience with SaaS-based ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management).
• Expertise in ITIL, DevOps, and Agile service transition methodologies.
• Familiarity with Oracle ERP/CRM service models and their integration into IT support frameworks.
• Knowledge of cloud-based service monitoring, alerting, and observability tools (Azure Monitor, Splunk, Datadog).
• Experience with automation-driven service transition, including RPA, AI-driven IT operations, and self-healing capabilities.

• Key Requirements

Essential Skills & Experience:

• 10+ years of experience in IT service management, service transition, or shared services operations.
• Proven experience in leading IT service transitions for large-scale ERP & CRM implementations.
• Strong background in SaaS operations, cloud service management, and IT governance.
• Ability to manage multiple stakeholders, third-party vendors, and global support teams.
• Hands-on experience in service transition planning, operational readiness assessments, and Hypercare execution.
• Strong analytical, problem-solving, and stakeholder communication skills.

Preferred Qualifications:

• Certifications: ITIL v4, PMP, ServiceNow Administrator, DevOps Foundation.
• Experience in multi-cloud and hybrid IT service operations (AWS, Azure, Oracle Cloud).
• Familiarity with AI/ML-driven IT operations (AIOps) and predictive analytics for service management.
• Knowledge of financial management of IT services (TBM, chargeback models, cost optimisation strategies).