Job Description
Early Life Support (ELS) Manager – Transition & Knowledge Transfer Lead (Hybrid, BPSS Cleared)
Security Clearance: BPSS
Role Overview
Leads post-implementation stabilisation and knowledge-transfer activities. Ensures incident management, defect resolution, and service handover are completed to defined SLAs and that operational teams achieve full readiness for BAU.
Requirements
Key Responsibilities
* Deliver and manage the 15-week ELS Plan.
* Conduct daily triage for Sev 1–3 incidents and monitor SLAs.
* Coordinate technical and functional teams for issue resolution.
* Oversee knowledge-transfer sessions (shadow → co-deliver → independent).
* Track training completion and documentation quality.
* Produce Post-Implementation Review and Service Readiness Reports.
* Manage metrics on stability, incident closure, and user adoption.
Key Deliverables
ELS Execution Plan, Daily Defect Dashboard, KT Tracker, Post-Implementation Review, BAU Handover Certificate.
Working Model
Transition leadership onshore; supporting functional and technical analysts offshore for defect analysis, regression testing, and documentation updates.
Requirements
Key Responsibilities Deliver and manage the 15-week ELS Plan. Conduct daily triage for Sev 1–3 incidents and monitor SLAs. Coordinate technical and functional teams for issue resolution. Oversee knowledge-transfer sessions (shadow → co-deliver → independent). Track training completion and documentation quality. Produce Post-Implementation Review and Service Readiness Reports. Manage metrics on stability, incident closure, and user adoption. Key Deliverables ELS Execution Plan, Daily Defect Dashboard, KT Tracker, Post-Implementation Review, BAU Handover Certificate. Working Model Transition leadership onshore; supporting functional and technical analysts offshore for defect analysis, regression testing, and documentation updates.