Manager - Service Transition

Education and Experience Requirements

• First degree in Computer Science, Engineering, Applied Sciences or an IT equivalent degree
  
• ITIL v4 Foundation Certificate (mandatory); ITIL Practitioner: Service Transition or Release, Control and Validation (mandatory)
  
• ISO 20000 Foundation or Practitioner certification is an added advantage; Project Management certification is desirable
  

• 5+ years in IT Service Management, with a minimum of 3 years managing Change, Release, or Service Transition functions in a large enterprise or telecoms environment
  
• Minimum 3 years in a supervisory or people management role; experience managing ITAM and CMDB governance
  
• Experience in the telecommunications sector or a similarly complex, high-availability IT environment
  

• Define, implement, and continuously improve the end-to-end Service Transition framework for MTNN IT, covering Change Management, Release Management, and IT Asset and Configuration Management processes in alignment with ITIL best practices and ISO 20000 standards.
  
• Govern the Change Management process end-to-end: oversee impact assessment, risk evaluation, CAB governance, change scheduling, implementation coordination, and post-implementation review for all IT change categories.
  
• Lead and chair the Change Advisory Board (CAB), ensuring appropriate multi-stakeholder representation, rigorous evaluation of change risk, and adherence to approval authority levels across standard, normal, and emergency change types.
  
• Govern the Release Management function: ensure all IT service releases are planned, tested, communicated, and deployed in a structured, low-risk manner; establish release calendars, deployment governance standards, and release readiness criteria.
  
• Govern CMDB integrity and the IT Asset Management lifecycle: ensure accuracy, currency, and completeness of configuration records; oversee regular audits of asset records and configuration baselines across IT infrastructure and services.
  
• Establish and maintain Service Transition policies, processes, and procedures; conduct periodic reviews to ensure alignment with business needs, ITIL/ISO standards, and internal and external audit requirements.