Freelance Project Manager/ Transition Manager

Our client is a multinational materials technology company.

This role is critical to ensuring a seamless transition and maintaining high service levels throughout the process.

You will be responsible for the end-to-end planning, coordination, and execution of transitioning the in-scope IT support from one vendor to the other, while ensuring minimal disruption to business operations, seamless knowledge transfer, and alignment with service quality expectations.
You will work with the transition managers of both vendors, as well as service delivery managers and SMEs at the client, who will be responsible for the day-today support of the in scope service after transition.

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Key Responsibilities:

• Project Planning and Management: Develop and manage a comprehensive project plan for the transition, including timelines, resource allocations, milestones, and deliverables.
• Work closely with the transition managers from the incumbent and New service provider to align on planning, deliverables, …
• Lead and manage all phases of the helpdesk transition lifecycle—from initiation to post-implementation review.
• Stakeholder Management: Engage with key stakeholders, including internal teams, incumbent, and new outsourcing partners, to ensure alignment and effective communication.
• Act as the primary point of contact for all transition-related communications.
• Knowledge & Process Transfer: In collaboration with the relevant SMEs and Service Delivery managers at the client and the incumbent, oversee the transfer of existing knowledge, workflows, and technical procedures to the incoming team/provider.
• Ensure adequate training and shadowing are completed to meet operational readiness
• Risk Management: Identify potential risks and develop mitigation strategies to ensure a smooth transition.
• Service Transition: Oversee the transition of 1st line IT Service Desk services and on-site support services, ensuring minimal disruption to operations.
• Performance Monitoring: Ensure the transitioned service meets agreed performance and quality standards. Monitor and report on the performance of the transition, ensuring that all service levels and KPIs are met.
• Prepare and preside over Steerco meeting to inform project stakeholders and project sponsor on project status, budget, risks, …
• Post-Transition Support: Manage early life support (ELS) and hypercare activities to stabilize operations post-go-live.
• Conduct lessons learned and continuous improvement reviews.

Essential Skills:

• Proven experience managing service or helpdesk transitions in medium-to-large IT environments , preferably in a global context.
• Strong project management skills, with a track record of delivering projects on time and within budget.
• Strong understanding of IT service management (ITSM) frameworks and best practices.
• Excellent stakeholder engagement and vendor management skills.
• Ability to work independently and manage multiple priorities.
• Excellent communication and stakeholder management skills.
• Demonstrable project management experience, with the ability to handle multiple concurrent workstreams.

Bonus skills:

• Experience with service desk tools (e.g., ServiceNow,).
• ITIL Foundation or higher certification.
• PRINCE2 / PMP or similar project management certification.
• Experience with outsourcing or offshoring IT support services.
• Familiarity with change management methodologies

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Send your CV and a brief cover letter detailing your relevant experience and motivation for the role to tim.pauwels@prosper-it.be.