The role As a Service Transition Manager, you will drive exceptional onboarding outcomes for Managed Services customers and for ANS. You'll take ownership of the customer experience throughout onboarding and ensure that ANS meets its internal onboarding KPIs. Reporting into the Head of Managed Services as part of the MS Senior Management Team (SMT), you will work across all internal stakeholders involved in onboarding services for customers. You'll provide governance, own processes, lead continuous service improvement (CSI), manage escalations, and deliver customer-facing support to the Customer Success Unit as part of onboarding engagements. What will I be doing? Governance Improve and maintain reporting across all technologies. Ensure STAC criteria are followed for every onboarding. Train stakeholders involved in onboarding. Deliver monthly onboarding status and service reports (STAC compliance, CSAT/NPS). Attend IKOM and handover meetings to advocate for customer experience and ensure STAC and service acceptance are complete. Identify onboarding risks, delays, and D365 governance gaps. Customer Maintain a customer-obsessed approach from Sales to Service. Provide customer-facing onboarding support for CSMs. Collect customer feedback through interviews and NPS. Process Ownership Own SDP19 Customer Onboarding and all Service Onboarding & Transition processes. Ensure all required documentation is in place (STAC, onboarding materials, prerequisites). Chair weekly MS Contract Board. Oversee transition of new/changed services into BAU. Define and manage onboarding escalation pathways. Manage the VoC process. Continuous Service Improvement Enhance processes and tooling to improve efficiency and governance. Drive improvement in onboarding including delivery efficiency, STAC version control, trend analysis, and customer satisfaction. Work with Solution Area Leads to improve Book-to-Bill and overall customer onboarding experience. What will I bring to the role? Strong experience in CSM, IT Service Management or IT OperationsITIL or Agile aligned Managing customers (Internal or External) Escalation management Track record of delivering CSI at a customer, process or service level Proven track record of delivering excellent service onboarding outcome for customers Desire to build strong commercial understanding of business opportunities and risks relating to service onboarding An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including exec Someone who is organised and self-motivated Strong time management and prioritization skills Ability to influence and lead multiple stakeholders with different priorities