Company Description

Effective January 1, 2025, Collabera Digital will be fully integrated with Ascendion, a leading provider of AI-first software engineering services based in New Jersey. Ascendion specializes in applied AI, software engineering, cloud, data, experience design, and talent transformation to accelerate innovation for Global 2000 clients. This integration enhances our ability to deliver cutting-edge solutions that drive business transformation for clients worldwide under the Ascendion brand.

Role Description

This is a full-time hybrid role for an IT Service Transition Consultant at Collabera Digital in Makati. The IT Service Transition Consultant will be responsible for managing the transition of IT services, providing technical support, troubleshooting issues, and ensuring effective IT service management and customer service.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
• At least 5 years of experience in IT service transition management with a focus on digital transformation projects preferably in healthcare or medical industries.
• Proven experience in vendor management, including handling escalations and ensuring accountability for deliverables.
• Familiarity with Agile and Scrum methodologies; certifications such as PMP, CSM (Certified Scrum Master) are a plus.
• Excellent communication skills with the ability to interact effectively at all organizational levels (technical teams, business leaders, vendors).
• Must have extensive and hands-on experience in developing and implementing of service transition plans for new or updated IT services.

Job Description:

• Transition Planning & Execution: Develop and implement comprehensive transition plans for digital transformation projects in the healthcare domain, ensuring minimal disruption to operations.
• ITIL Framework Knowledge: Strong working knowledge of the ITIL framework, application of ITIL best practices for managing incidents, service levels, and changes throughout the transition lifecycle.
• Incident Management: Understanding the processes involved in managing incidents to restore normal service operation as quickly as possible.
• Service Level Management: Familiarity with defining and managing service level agreements (SLAs) to ensure service quality.
• Change Management: Knowledge of processes that minimize risks associated with changes to IT services. Lead change management processes to ensure smooth adoption of new systems or processes while minimizing risks to ongoing operations.
• Vendor Management: Collaborate with software vendors to ensure smooth handover of tasks, resolve issues promptly, and maintain accountability for deliverables.
• Stakeholder Engagement: Act as a bridge between vendors and internal teams, facilitating communication and ensuring alignment on goals, timelines, and deliverables.
• Service Monitoring: Track transition activities against established KPIs and SLAs, providing regular updates to stakeholders and identifying areas for improvement.
• Training & Knowledge Transfer: Organize training sessions for internal teams to ensure effective knowledge transfer during transitions.
• Issue Resolution: Proactively identify potential risks or issues during transitions and implement mitigation strategies to ensure successful outcomes.
• Documentation Management: Maintain detailed documentation of transition processes, lessons learned, and best practices for future use.

Please refer to job description.