Service Transition Agent

Service Transition Agent

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Key Responsibilities:

Service Transition Governance

• Own the end-to-end service transition process for new services, and major changes
• Define and enforce service acceptance criteria and transition standards
• Act as a control point between project delivery and live operations
• Ensure no service enters production without meeting the agreed readiness and risk requirements

Operational Readiness & Acceptance

• Ensure services meet operational readiness standards, including:
  • Support models and handover
  • SLAs, OLAs, and support documentation
  • Monitoring, alerting, and logging
  • Knowledge articles and runbooks
• Coordinate service acceptance reviews and go/no-go decisions

Risk, Control & Regulatory Compliance (Core Focus)

• Ensure transitions comply with:
  • Internal risk and control frameworks
  • Data protection and security requirements
  • Regulatory expectations for operational resilience
• Identify, assess, and document transition related risks and mitigation plans
• Provide clear audit trails and evidence for:
  • Changes
  • Releases
  • Service acceptance decisions

Change, Release & Deployment Oversight

• Work closely with Change and Release Management to:
  • Assess transition risk
  • Ensure appropriate approvals and segregation of duties
  • Coordinate release readiness
• Ensure deployments are controlled, reversible, and well-communicated
• Support cutover planning and execution for major releases

Stakeholder Management

• Act as a key interface between:
  • Project / Change delivery teams
  • Service Delivery & Operations
  • Risk, Compliance, and Information Security
• Translate technical delivery into operational and regulatory impact
• Provide clear, evidence-based recommendations to senior stakeholders

Internal, Third-Party & Outsourced Services

• Ensure all supported services meet service transition and acceptance standard
• Validate vendor documentation, support models, and exit considerations
• Ensure transition align with outsourcing and third-party risk requirements

Knowledge Transfer & Capability

• Ensure effective knowledge transfer from project teams to support teams
• Drive consistent documentation and knowledge standards
• Reduce dependency on individuals or vendors

Continuous Improvement

• Improve transition processes to reduce:
  • Failed changes
  • Early-life incidents
  • Operational surprises
• Use lessons learned from incidents and audits to strengthen transition controls

Essential Skills & Experience

Service Transition & ITSM

• Strong experience in Service Transition, Change, or Release management
• Deep understanding of:
  • ITIL practices (Change, Release, Service Validation & Testing)
  • Operational readiness and service acceptance
• Experience transitioning complex or high-risk services into live environments

Financial Service / Regulated Environment

• Proven experience working in financial services or similarly regulated industries
• Strong understanding of:
  • Risk and control frameworks
  • Audit and evidence requirements
  • Operational resilience principles
• Comfortable operating under regulatory scrutiny

Stakeholder & Decision-Making Skills

• Confident challenging delivery teams when services are not ready
• Strong communication skills, including escalation and risk articulation
• Able to make and support go/no-go decisions

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Experience Level

Mid Level