Information Technology Service Management Consultant

Work full-time

A week ago

The Cutover / ITSM Lead is responsible for planning, coordinating, and executing all cutover activities for the go-live event. This role ensures an integrated cutover plan, command-centre readiness, hypercare support setup, ITSM alignment, and BC&DR preparation to guarantee a smooth transition into production.

• Cutover Planning & Execution:
  Develop and own the Cutover Master Plan and end-to-end runbook. Define command-centre roles, rituals, governance, and the Go/No-Go process. Lead dress rehearsals, including full-scale time-boxed rehearsals, data migration orchestration, and fallback procedures. Manage task dependencies, owners, communication channels, and readiness reporting.
• Hypercare & ITSM Alignment:
  Establish the Hypercare model (staffing, SLAs, dashboards, and exit criteria). Align ITSM processes covering incident, problem, and change management. Coordinate CAB cadence, change windows, and freeze periods.
• BC&DR & Legacy Systems:
  Build a practical Business Continuity & Disaster Recovery (BC&DR) plan for Phase-1. Prepare a detailed legacy systems decommissioning plan with clear entry criteria, dependencies, and fallback mechanisms.

• CO-01:
  Cutover Master Plan & Runbook (tasks, owners, timings, risks, fallback).
• CO-02:
  Command-Centre Playbook (comms tree, shifts, war-room cadence).
• CO-03:
  Rehearsal Plan & Exit Reports (findings, actions, risks).
• CO-04:
  Hypercare Model (SLAs, dashboards, staffing, exit criteria).
• CO-05: ITSM Policy & Process Flows (incident/problem/change, CAB cadence).
• CO-06: BC&DR Plan (roles, RTO/RPO, scenarios, testing calendar).
• CO-07:
  Decommissioning Plan (systems list, dependencies, roll-back).

• Runbook baselined with 100% tasks assigned with owners, timings, and success criteria.
• At least one full dress rehearsal completed and approved; key issues resolved or workarounds defined.
• Data-migration trial meets quality thresholds and approved by Finance and IT.
• Hypercare model finalized with on-call roster published.
• ITSM governance validated; CAB operating with change/freeze rules documented.
• Go/No-Go pack reviewed and approved by Programme Leadership & IT.

• 5+ years of proven experience managing cutover, go-live planning, and ITSM processes.
• Strong understanding of ERP/large-scale system implementations.
• Experience with data migration, hypercare management, and BC&DR planning.
• Hands‑on knowledge of ITIL practices (Incident, Problem, Change).
• Excellent communication, leadership, stakeholder engagement, and analytical skills.
• Ability to manage high-pressure go-live activities and coordinate cross-functional teams.