Summary
The Implementation/Transition Manager, Technical Field Services acts as a bridge between sales and Business as Usual (BAU) operational services, focusing on implementing newly contracted client services. You will be responsible for setting up services, briefing internal and external suppliers, and ensuring compliance with contractual obligations. Key duties include leading client engagement during transitions, preventing scope creep through governance processes, maintaining RACI and RAG logs, and collaborating with Partner Management to address any supplier issues. You will also work with the Service Delivery Management community to track the account’s Profit and Loss (P&L) until handover to BAU. Some travel to client locations may be required, along with the potential need for partner capability assessments.
Expanded scope: leads the end-to-end transition of field service operations to a new operating model - ensuring service continuity, minimal business disruption, and a seamless customer experience while meeting contractual, operational, technical, and financial goals; acting as the primary interface across customers, operations, supply chain, IT, quality, and third-party service partners.
Essential Functions
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ensure service go-live dates are achieved and timelines tracked.
- Make sure all documentation is completed as part of any transition sign-off with the client and delivery partners.
- Produce progress reports on transition milestones.
- Work with sales to create transition plans (may be required for bid responses).
- Create and manage all change notes, capturing scope creep, and engage sales to complete any new commercial negotiations that result from them.
- Create and maintain RACI and RAG logs for transitions as required, ensuring all stakeholders are aware of their status.
- Ensure client invoicing is set up with the SDM community so billing information is captured from the start of service and handed to BAU operations.
- Ensure all reporting and SLA requirements are being adhered to and handed to BAU operations.
- Partner with sales and operations to ensure the service sold is being delivered.
- Agree and implement client handover into BAU operations.
- Work on multiple bids at a time to ensure deadlines are achieved.
- Ensure all training material, guides, toolkits, vehicles, and any other material needed for go-live are in place. · Provide support to operations to create the back-to-back partner SOW and get it signed.
- Participate in all TVS quality and excellence initiatives.
Education and Experience Requirements
- Bachelor's degree in Engineering, Business, or Operations Management
- 5+ years of experience in implementation, client onboarding, service transition, or program management, ideally within 3PL, supply chain, logistics, or managed services
- Demonstrated experience managing RACI, RAG reporting, or similar governance frameworks
- Strong stakeholder management and cross-functional influence skills in a matrixed organization
- Certifications such as PMP/PRINCE2 and ITIL Foundation+; Lean Six Sigma Green/Black Belt preferred
Travel
Travel to client locations may be required (domestically and internationally), with travel expected between 30-50%.
Position Type/Expected Hours of Work
Full-Time, Exempt. Schedule flexibility for extended or unplanned work hours is required.
Other Duties
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
TVS SCS NA is committed to cultivating a diverse and inclusive culture as an EEO employer. The TVS SCS NA team does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law within any employment practices. We are pleased to provide reasonable accommodations to applicants; please contact [Hope Molyneaux, [email protected]] to request a reasonable accommodation. The employee selected for this role must be able to perform the position's essential functions satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
TVS SCS NA complies with the CPRA: CALIFORNIA PRIVACY NOTICE https://www.tvsscs.com/wp-content/uploads/securepdfs/2023/02/CALIFORNIA-PRIVACY-NOTICE-1_18_23.pdf
