Service Transition Manager

Job Overview:
Lead and govern the end-to-end Service Transition function for MTNN IT, ensuring structured, controlled, and risk-managed transition of IT services from development into production operations.

Duties and Responsibilities:
Define, implement, and continuously improve the end-to-end Service Transition framework for MTNN IT, covering Change Management, Release Management, and IT Asset and Configuration Management processes in alignment with ITIL best practices and ISO 20000 standards. Govern the Change Management process end-to-end: oversee impact assessment, risk evaluation, CAB governance, change scheduling, implementation coordination, and post-implementation review for all IT change categories. Lead and chair the Change Advisory Board (CAB), ensuring appropriate multi-stakeholder representation, rigorous evaluation of change risk, and adherence to approval authority levels across standard, normal, and emergency change types. Govern the Release Management function: ensure all IT service releases are planned, tested, communicated, and deployed in a structured, low-risk manner; establish release calendars, deployment governance standards, and release readiness criteria. Govern CMDB integrity and the IT Asset Management lifecycle: ensure accuracy, currency, and completeness of configuration records; oversee regular audits of asset records and configuration baselines across IT infrastructure and services. Establish and maintain Service Transition policies, processes, and procedures; conduct periodic reviews to ensure alignment with business needs, ITIL/ISO standards, and internal and external audit requirements. Drive continuous improvement of Service Transition processes through trend analysis, KPI monitoring, process maturity assessments, and lessons-learned reviews from failed changes, release incidents, and CMDB discrepancies. Collaborate with IT Application teams, Infrastructure Management, SRE, Network Group, and IT Projects to embed Service Transition requirements into project delivery lifecycles and operational workflows; ensure release and change requirements are captured prior to go-live.

Required Qualifications:
First degree in Computer Science, Engineering, Applied Sciences or an IT equivalent degree; ITIL v4 Foundation Certificate (mandatory); ITIL Practitioner: Service Transition or Release, Control and Validation (mandatory); ISO 20000 Foundation or Practitioner certification is an added advantage; Project Management certification is desirable.

Educational Background:
First degree in Computer Science, Engineering, Applied Sciences or an IT equivalent degree

Experience:
6 - 13 years’ experience which includes: 5+ years in IT Service Management, with a minimum of 3 years managing Change, Release, or Service Transition functions in a large enterprise or telecoms environment; Minimum 3 years in a supervisory or people management role; experience managing ITAM and CMDB governance; Experience in the telecommunications sector or a similarly complex, high-availability IT environment; Exposure to Agile and DevOps delivery models and their governance implications is an advantage.