Operations Support jobs in London, ON

About Compugen
Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture
We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:
Compugen is seeking a skilled, driven Transition Project Manager to join our Service Onboarding team, sitting within the Program Management Office (PMO). In this role you will lead end-to-end IT service transition projects that onboard customers of varying needs and industries into Managed Services.

You will be responsible for all aspects of service transition, including: discovery & requirements gathering, implementing support models, conducting knowledge transfer & service readiness activities, managing go-live and warranty periods, and ultimately ensuring a smooth transition into steady-state operations.

If you specialize in service transition and managed services onboarding, and take pride in ensuring a seamless customer experience, this is the opportunity for you!

Key Responsibilities:

• Lead end-to-end service transition projects that onboard new customers and services into Managed Services support. Responsible for ensuring the service is transitioned smoothly to operational teams for steady-state delivery, creating a seamless end-user experience.
• Manage the customer relationship throughout the transition project. Act as the single point of contact for all customer escalations, queries, communications, and coordination.
• Lead & facilitate discovery workshops with the customer, internal operational teams, and 3rd party technology vendors.
• Plan and run knowledge transfer sessions, including shadowing and reverse-shadowing with the customer and/or incumbent service provider, to capture the operational knowledge required to support the service.
• Define and track service acceptance criteria and operational readiness deliverables to enable the service to be accepted into support.
• Responsible for managing the handover from any incumbent (exiting service provider), protecting service continuity throughout the cutover.
• Provide strong project leadership, driving collaboration with internal and external teams to ensure a robust operational support model is in place upon go-live.
• Create and maintain project controls and governance, including: RAID, status reporting, project plan, forecasting, change requests, and budget management.

Skills & Qualifications:

• 3 – 5 years of experience leading IT service transition and onboarding projects within a Managed Services or outsourced IT service delivery environment.
• Demonstrable experience taking new services & customers through end-to-end onboarding, from contract signature to steady-state.
• Solid experience in implementing operational support models & processes, service acceptance criteria, and runbooks/SOPs for newly transitioned services.
• Experience in coordinating transition and handover from an incumbent (exiting service provider) including service-continuity planning.
• Strong customer relationship building skills.
• Skilled at identifying hidden/unstated client requirements.
• Ability to lead and influence multi-disciplinary teams and stakeholders across the organization.
• Highly organized, ability to manage constantly changing environment, project risks & requirements, and pressure.
• Proven analytical and creative problem-solving abilities.
• Excellent verbal and written communication skills.
• Experienced with best practice project management techniques and processes.
• Proven experience in creating and managing project plans using MS Project.
• Certifications: ITIL and PMP qualifications are an asset.

What Compugen Offers You:

• Exciting, fast-paced challenging work environment
• A culture where authenticity and diversity are valued
• Professional development
• Participation in Women in Technology Network
• Opportunities to give back to our local communities
• Collaborative supportive team members
• Remote work/hybrid work options
• Work/life flexibility

Equity Statement
At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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