Senior Manager, Transition Services – EMEA & Global Tier 1 

Job Summary  

As a Senior Manager, Transition Services, you will lead a team of IC's and managers  responsible for onboarding Managed Print Services (MPS), Managed Device Services (MDS), and Managed Collaboration Services (MCS) customer engagements across EMEA and Global Tier 1 accounts. You will oversee the transition lifecycle from contract signature through operational handover, ensuring successful customer onboarding, accelerated Time-to-Revenue, and achievement of contractual commitments.  

This role requires a highly customer-focused and operationally driven leader with strong escalation management capability, an agile mindset, and proven experience leading teams through change. The successful candidate will act as a change agent, supporting transformation efforts, driving adoption of new processes, tools, and future operating models, and fostering a culture of continuous improvement and operational excellence.  

Responsibilities  

• Lead the onboarding and transition of MPS, MDS, and MCS customer engagements across local, regional, and global environments.  

• Build the GT1 Transition Framework and make it operational ,working with AMS and APJ counterparts to manage the business. 

• Drive Time-to-Revenue acceleration through effective transition governance, execution discipline, risk management, and cross-functional coordination.  

• Serve as the leadership escalation point for critical customer onboarding, deployment, and transition issues.  

• Lead cross-functional teams to remove blockers, resolve complex delivery challenges, and ensure successful transition outcomes.  

• Establish and enforce transition governance, project management standards, reporting discipline, and operational best practices.  

• Drive continuous improvement initiatives focused on automation, standardization, efficiency, scalability, and customer experience.  

• Act as a change leader supporting transformation initiatives, future operating model adoption, and process evolution.  

• Build trusted customer and stakeholder relationships, providing strong leadership during critical transition phases and escalations.  

• Manage operational performance, resource planning, capacity management, budget alignment, and business metrics.  

• Recruit, develop, coach, and lead high-performing teams while fostering accountability, collaboration, agility, and customer focus 

Transition Leadership & Customer Onboarding 

• Lead the successful onboarding and implementation of MPS, MDS, and MCS customer engagements across local, regional, and global accounts. 

• Drive end-to-end transition governance from contract signature through operational handoff and stabilization. 

• Ensure services are implemented according to contractual commitments, Statements of Work (SOWs), and agreed customer outcomes. 

• Accelerate Time-to-Revenue by removing deployment barriers, resolving dependencies, and driving execution excellence across functions. 

• Establish scalable transition methodologies and best practices to improve speed, consistency, and quality of onboarding activities 

Operational Excellence & Business Performance 

• Manage operational performance of the Transition Services organization, ensuring achievement of business objectives, customer commitments, and key performance indicators. 

• Monitor transition portfolio health, identify risks and operational bottlenecks, and implement corrective actions as required. 

• Drive continuous improvement initiatives focused on efficiency, automation, standardization, and operational maturity. 

• Develop and execute recovery plans for strategic or high-risk customer engagements. 

Escalation Management & Risk Mitigation 

• Serve as the primary leadership escalation point for critical customer onboarding and deployment challenges. 

• Lead cross-functional resolution of complex operational, commercial, supply chain, deployment, and service readiness issues. 

• Anticipate delivery risks and proactively implement mitigation plans to avoid customer impact and transition delays. 

• Drive rapid decision-making and executive alignment during critical transition situations.