Sr. IT Transition Manager - ServiceNow ITSM CSDM

Job Title - Sr. IT Transition Manager ServiceNow ITSM CSDM
Experience Required - 8+ Years
Timezone - 1:30 PM IST 10:30 PM IST (1:30 PM IST 10:30 PM IST)
Budget - 1.5 LPM

Work Mode - Remote

Role Summary
We are looking for an experienced Senior IT Service Transition Manager to manage the end-to-end transition of IT projects from delivery into steady-state service operations. The ideal candidate will have a minimum of 8 years of IT experience , with at least 5 years specifically in ITSM and service transition roles , and proven hands-on expertise with ServiceNow CSDM configuration .

This is a specialist contract role requiring someone who can independently own multiple transitions simultaneously across a multi-OpCo, multi-BU enterprise IT environment, coordinate with senior stakeholders, and ensure full operational readiness before any service goes live.

Key Responsibilities



Initiate Phase
Complete Service Size Estimation to define timelines, lead time, and budget in collaboration with Project Manager or Product Owner.
Validate Architecture Landscape via PSA and ensure Business Case includes Transition to Service Operations (TtSO) and RUN costs.
Ensure non-functional requirements (system performance, availability, security, vendor compliance) are identified and addressed upfront.

Prepare and Plan Phase
Use the Validation Checklist to maintain a complete overview of all steps required for a successful transition.
Create and manage a full stakeholder overview across all parties involved.
Produce required documentation using defined templates: Service Design, Support Model, and Taxonomy .
Coordinate with PSA to obtain the Application Landscape overview.

Execute Phase
Set up the CSDM model in ServiceNow , including full Configuration Item (CI) configuration .
Create Support Scenarios overview where required.



Configure Service Requests in ServiceNow as applicable.
Coordinate support contracts with vendors and suppliers where applicable.
Facilitate hypercare setup by the project team where required.
Involve support parties in lessons learned handover sessions.

Closure Phase
Obtain formal final RUN sign-off from the Service Delivery Manager (SDM).
Obtain formal final RUN sign-off from the Product Owner (PO).
Obtain approval from all relevant support parties, including the Service Desk, confirming readiness to begin Service Operations.
Finalize the Service Catalogue site with all relevant documentation and upload final deliverables to the GSO Service Catalogue.

Meetings and Governance
Plan and facilitate Alignment Meetings with Project Teams, Product Owners, and other stakeholders.
Run the Kick-Off Meeting for Transition to Service Operations, informing all support parties and stakeholders.
Conduct Knowledge Transfer sessions (technical or operational) from project teams to support parties.
Facilitate Dry Run meetings to confirm readiness of all key support parties before go-live.

Ongoing Operational Responsibilities
Oversee and manage decommissioning of retired services.
Support keeping the Service Catalogue and Service Design documents current and accurate.
Periodically validate support governance structures with relevant stakeholders.
Drive support model awareness among stakeholders across the organization.

Skills and Requirements

Level

Experience Profile

Minimum Requirements



8+ years of total IT experience.



5+ years specifically in IT Service Transition (ITSM, CSDM) or Service Delivery roles .
Minimum 3 independently managed end-to-end service transitions .



Hands-on ServiceNow experience , specifically CSDM and CI configuration (not just user-level familiarity).
Proven experience writing Service Design documents, Support Models, and managing Service Catalogues .



ITIL v4 Foundation certified (minimum).
Experience coordinating with multiple stakeholders simultaneously across project and operations teams.

Preferred / Advantageous
ITIL v4 Practitioner or Managing Professional certification.
ServiceNow Certified System Administrator (CSA) or ITSM Implementation Specialist.
Exposure to multi-country or multi-OpCo enterprise IT environments.
Background in Group IT Finance or corporate IT service delivery.
Familiarity with GSO Service Catalogue structures.
Experience with European enterprise clients or global delivery models.

Ideal Candidate Profile
The ideal candidate has followed a career path from IT support or service desk into ITSM analysis, and then into senior service transition management. They bring a ground-up understanding of how IT operations work, not just theoretical process knowledge.

They are self-sufficient, organised, and capable of running multiple transitions in parallel without requiring close supervision. They are confident facilitating meetings with senior stakeholders, can hold project teams accountable for transition readiness, and know how to push back constructively when deliverables are not met.

This is a coordination-heavy, communication-intensive role. The right candidate is as comfortable writing a Service Design document as they are presenting a Dry Run meeting to a room of senior IT and business leaders.

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