Project Manager

8. Role Summary / Job Purpose

The Project & Transition Manager is responsible for leading and managing both project delivery and transition management activities across customer accounts, business operations, and strategic initiatives. The role ensures seamless execution of project lifecycle activities while also managing transitions involving service onboarding, operational handovers, customer migrations, and delivery stabilisation.

This role requires strong governance, stakeholder management, execution discipline, transition planning, operational coordination, and customer engagement capabilities. The Project & Transition Manager plays a critical role in driving delivery excellence, operational readiness, process compliance, risk mitigation, and customer satisfaction while ensuring alignment with PMO governance standards and business objectives.

The individual is expected to manage projects and transitions flexibly in response to business requirements and operational priorities.

9. Key Responsibilities

Project Management Responsibilities

• Own and lead end-to-end project delivery from initiation to closure, ensuring adherence to scope, timelines, quality, budget, and customer expectations.
• Drive project planning activities including scope definition, resource planning, milestone tracking, dependency management, and execution governance.
• Manage project governance forums, including kick-off meetings, customer reviews, status reporting, leadership updates, and closure reviews.
• Proactively manage project risks, issues, dependencies, escalations, and mitigation plans.
• Ensure execution discipline through effective tracking of project plans, RAID logs, action items, documentation, and reporting dashboards.
• Coordinate with cross-functional teams, including Sales, Operations, Finance, Procurement, Service Desk, Engineering, and Support teams.
• Manage commercial governance activities, including billing readiness, vendor coordination, invoicing alignment, and project closure compliance.
• Drive customer satisfaction through proactive communication, governance transparency, and timely delivery execution.

Transition Management Responsibilities

• Lead transition activities involving customer onboarding, operational handovers, service migrations, account transitions, and stabilization activities.
• Develop transition plans including timelines, milestones, resource alignment, governance structure, communication plans, and operational readiness checkpoints.
• Coordinate knowledge transfer sessions between outgoing and incoming teams.
• Ensure seamless handover of operational processes, documentation, tools access, governance cadence, and support structures.
• Identify transition risks and operational dependencies while ensuring mitigation planning and service continuity.
• Collaborate with internal stakeholders and customer teams to ensure smooth transition execution and stabilization.
• Monitor transition performance metrics and ensure successful completion of transition acceptance criteria.
• Support process standardization and continuous improvement initiatives across project and transition functions.

10. Required Skills

Technical / Process Skills

• Strong expertise in project management and transition management lifecycle processes.
• Experience in customer onboarding, operational transitions, service migrations, and delivery stabilisation.
• Strong governance, planning, scheduling, and execution management skills.
• Risk, issue, dependency, and escalation management expertise.
• Experience in resource planning, workload management, and delivery coordination.
• Commercial governance understanding, including budgeting, vendor coordination, and billing readiness.
• Ability to manage multiple projects and transitions simultaneously. • Strong reporting, dashboard creation, and leadership communication skills.

Functional / Behavioural Skills

• Strong customer-facing communication and stakeholder management capability.
• Excellent coordination, collaboration, and leadership skills.
• High ownership mindset with strong accountability for execution outcomes.
• Ability to work in dynamic environments with changing priorities.
• Strong analytical and problem-solving capability.
• Decision-making ability with structured and process-oriented thinking.
• Strong interpersonal skills with the ability to influence cross-functional teams.

11. Tools / Systems / Technical Knowledge

• MS Excel / Google Sheets (project dashboards, trackers, reporting, reconciliation)
• MS PowerPoint / Google Slides (governance decks, executive updates, customer presentations)
• MS Word / Google Docs (documentation, SOPs, MOMs, closure packs)
• Project management tools (Zoho / MS Project / Smartsheet / Jira / Asana / Monday.com or equivalent preferred)
• Collaboration tools (Microsoft Teams / Zoom / WhatsApp etc.)
• CRM / Ticketing exposure (Salesforce / ServiceNow preferred)

12. Decision-Making Authority

• Independently manage project and transition plans, governance cadence, execution priorities, and operational coordination.
• Drive mitigation planning and escalation management for project and transition-related risks/issues.
• Approve operational readiness checkpoints and transition handover documentation.
• Influence resource allocation and scheduling decisions to ensure successful delivery and transition execution.
• Recommend process improvements and governance enhancements based on operational learnings.

13. Problem-Solving Complexity

• Handles complex project and transition environments involving multiple stakeholders, operational dependencies, and customer-facing execution.
• Expected to resolve execution blockers through structured analysis, stakeholder coordination, and corrective action planning.
• Requires strong decision-making capability to manage ambiguity, operational challenges, and evolving customer requirements.
• Drives continuous improvement initiatives to enhance delivery maturity and transition effectiveness

14. Stakeholder Management / Influence

• Internal Stakeholders: Sales, PMO, Professional Services, Operations, Finance, Procurement, Leadership, HR, Support teams
• External Stakeholders: Customers, Vendors, Field Engineers, Partner teams

• Role requires strong customer-facing communication, including governance reviews, progress reporting, risk escalation, and closure sign-offs.
• Expected to influence cross-functional teams through delivery discipline, structured reporting, and outcome-driven leadership.

15. Education & Certification Requirements

Mandatory

• Bachelor’s degree in business administration, Engineering, IT, Operations, or related field
• PMP / PRINCE2 (anyone)

Preferred

• ITIL Foundation
• Agile certification (CSM / PMI-ACP – added advantage)

16. Experience Requirements

• 10–12 years of experience in Project & Transition management-related roles.
• Proven experience leading end-to-end delivery in multi-stakeholder and customer-facing environments
• Exposure to IT infrastructure, deployments, field services, technical operations, or managed services is preferred
• Experience in commercial governance, including budgeting, vendor coordination, and billing readiness
• Strong expertise in project reporting, dashboards, governance execution, and leadership communication
• Experience mentoring junior PMO resources and driving execution best practices is an advantage