Run & Service Transition

Mission Context.

• As part of an industrial transformation program 4.0, the mission consists of building the target operational model of the program and preparing the gradual transition of solutions from project mode to Run.
• The program implements several critical IT/OT components, including: infrastructure, network, cybersecurity, platforms, storage, backup, IAM, OpenShift, MES and associated services.
• The role intervenes from the Build phase to ensure that the delivered solutions are exploitable, supportable and correctly transferred to the Run teams.

Responsibilities.

• Define and build the program's Target Operating Model (TOM), including L1/L2/L3 support organization, responsibility distribution, operational RACI, escalation processes, Run governance, and SLA/OLA/KPI definition.
• Integrate Run requirements from the design and Build phase, by participating in projects to identify prerequisites, challenge architecture for exploitability, and verify monitoring and log availability.
• Lead the operational preparation of solutions and structure the processes, roles, responsibilities, and tools necessary for Run.
• Implement or adapt key operational processes such as Incident Management, Problem Management, Change Management, Request Management, Event & Monitoring Management, Capacity / Availability Management, Configuration Management / CMDB, Patch & Vulnerability Management, Backup & Restore, Disaster Recovery, Access Management, Certificate Management, and Lifecycle management of components.
• Provide operational leadership during the Build, transition, Go-Live, and Hypercare phases, coordinating incidents, organizing troubleshooting, and tracking corrective actions.
• Organize and secure the transfer to support and operations teams, by building and leading the Build-to-Run transfer process with checklists, operational acceptance criteria, runbooks, and knowledge transfer.
• Define the Run documentation repository and ensure its maintenance (operational architecture, contacts, service catalog, runbooks, troubleshooting guides, maintenance and DR procedures, vendor documentation, knowledge articles).
• Key deliverables: Target Operating Model, Operating Model / Support Model per service, RACI Build / Run, Service Transition Process, Run Readiness Checklist, Operational Acceptance Criteria, Definition of Done Run, Support Matrix L1/L2/L3, Escalation Matrix, Service Catalogue, SLA / OLA framework, Incident / Problem / Change operating procedures, Knowledge Transfer Plan, Hypercare Model, Go-Live Support Plan, Run KPI dashboard, Roadmap for gradual transition to Run.
• Success criteria: each service must have an identified owner, a clear support model, trained teams, correct access, available operational documentation, monitoring, incident/troubleshooting and backup/restore procedures, an up-to-date CMDB, defined SLAs/escalations, operational vendor support, and formal validation of the transfer to Run.