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 Service Manager - Transition to Service Operations

Location: Warsaw


To manage and ensure successful transition of IDT Services, Infrastructure & Engineering projects to BAU without impacting business continuity. The operating model is balanced with BAT resources working with strategic partners to deliver the IDT services for the Enterprise.


Strategy & Planning

  • Assist with the development of project scope, goals and deliverables that transitions a project into a BAU position
  • Define the target SLA for the ongoing operations and embed within the project goals, objectives and deliverables
  • Map the existing service to the target to be delivered by the project and ensure all BAT resources and 3rd parties are ready to move from existing SLA to target
  • Ensure quality control procedures are used correctly
  • Establish the IDT transition to support working methods
  • Plan and schedule transition to support project timelines and milestones using appropriate tools.
  • Track project milestones and deliverables in relation to transition of project deliverables.
  • Adopt best practices and tools for transition to support.
  • Understand and ensure Transition/BAU operational risks and issues are managed 

Acquisition & Deployment

  • Schedule the resources and participants needed to achieve transition to support goals.
  • Manage finance and budgets for transition activities (forecasts, actual vs planned, etc) 

Operational Management

  • Develop full-scale transition to support  project plans and associated communications documents. 
  • Delegate tasks and responsibilities to appropriate personnel.
  • Identify and resolve issues and conflicts within the project & services team.
  • Identify and manage project & services dependencies and critical path.
  • Develop and deliver progress reports, proposals, requirements documentation, and presentations. 


  • Service Managers – ready the existing service to change from the AS-IS to the TO-BE to be delivered by the project
  • IT Solutions Development, IT Project Delivery, IT Services, etc – Co-ordinate the activities needed for effective management and delivery of projects
  • Project resources - Ensure quality, coordinate resources and provide assistance, coaching and advice on management approach, control and completion of products
  • 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities
  • IT Standards & Governance – collaborate to ensure effective application of standard processes
  • End markets / factories, Business reps, Functional and geographic IT Managers - Co-ordinate the activities needed for effective management and delivery of projects 


  • Experience in Service Operations or Service Transition or both depending on seniority
  • University Degree or similar level gained through experience
  • Ability to manage stakeholders effectively
  • Ability to identify and manage risks, issues and competing priorities
  • Demonstrates the ability to proactively take account of people issues and create a team environment.
  • Strong planning and budgeting skills
  • Experience in large global organisation using in-sourced and out-sourced IT service providers
  • Strong vendor management and ability to extract maximum value and continually improve services delivered by external suppliers

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