Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices
Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages
Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders
Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned
Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions
Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking