Transition Service Delivery Manager

Job Summary :

The Transition Service Delivery Manager is responsible for the end-to-end transition into service, ongoing governance, monthly reporting, and continuous improvement of IT service delivery. This role ensures predictable performance, proactive communication, and SLA accountability. The manager will lead the transition-in process, serve as the primary liaison for governance, oversee monthly reporting, maintain the escalation matrix, drive continuous improvement, manage risk and compliance, lead performance meetings, and oversee transition-out planning.

Location : Goshen, New York, United States

Responsibilities :

• Lead the 30-day transition-in process, ensuring knowledge transfer, documentation validation, alignment, and seamless onboarding.
• Serve as the primary liaison with leadership for governance, service reviews, escalations, and strategic alignment.
• Oversee monthly reporting (ticket volumes, SLR attainment, trends, escalation logs) and ensure compliance with all required deliverables.
• Maintain the monthly escalation matrix and ensure 24x7 availability for critical service matters.
• Drive the continuous improvement agenda, identifying opportunities to reduce repeat incidents and strengthen performance.
• Manage risk, ensure compliance with security and data-handling requirements, and coordinate change management for environment updates.
• Prepare and lead monthly and quarterly performance meetings with leadership.
• Oversee transition-out planning, ensuring full documentation, clean handoffs, and high service continuity.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :