Job Description

Strategic Staffing Solutions International client is a Fortune 500 pharmaceutical company headquartered in Valley Forge, PA, operating more than 150 offices across 50+ countries. The organization provides pharmaceutical products, services, and solutions that enhance access to care, supporting healthcare providers, veterinary practices, and producers worldwide. With a workforce of 21,000 employees and annual revenue exceeding $210 billion, the company connects the global healthcare industry through innovation in sourcing, distribution, and personalized patient care.

Now they are hiring a Transition Manager – Global Business Services (Customer Service)  - with experience in SSC transitions.

Job Profile Summary

The Transition Manager is responsible for planning and delivering end-to-end transitions of customer service and customer operations activities from local markets or functions into Global Business Services (GBS). The role requires strong program and project management capability, structured transition execution, and effective stakeholder management to ensure business continuity, service quality, and timely delivery of agreed transition outcomes.

Job Description

The Transition Manager leads cross-functional transition projects, primarily focused on customer service processes such as order intake, customer queries, complaints handling, master data interactions, and customer communications. The role coordinates activities across markets, GBS centers, IT and operational teams to ensure a controlled and compliant transition into the GBS operating model.

Key Responsibilities

• Lead the planning, execution and stabilization of customer service transitions from markets or functions into GBS, ensuring minimal business disruption.
• Develop detailed transition plans covering scope, timelines, dependencies, risks, cutover and hypercare activities.
• Coordinate transition activities across GBS operations, market teams, IT, process owners and vendors.
• Monitor progress against transition milestones, proactively identify risks and issues, and drive mitigation actions.
• Ensure accurate tracking of transition costs, resource utilization and budget impacts.
• Support knowledge transfer, readiness assessments and service acceptance to ensure operational stability at go‑live.
• Apply standard GBS transition methodologies, tools and governance and support continuous improvement.

Key Relationships

• Market and functional customer service leaders
• GBS Operations and Service Delivery leads
• IT, Process Excellence and Change Management teams
• Program and Portfolio Management stakeholders

Knowledge, Skills and Abilities

• Experience delivering GBS or shared services transitions, preferably in customer service or customer operations.
• Strong program and project management skills including scope, schedule, risk and dependency management.
• Ability to manage multiple workstreams and priorities in a global environment.
• Strong communication, facilitation and stakeholder management skills.

Education and Experience

• Bachelor’s degree in Business Administration or related discipline, or equivalent experience.
• Typically 6–10 years of experience in program or project management, transitions, or operational transformation.
• Project Management certification (PMI, PRINCE2 or equivalent) is desirable.