Chapter Area Lead - Legacy Solutions (m/f/d)

Key Responsibilities

1. Transition Management

• Develop comprehensive, business continuity-optimized transition plans, including scope, timelines, milestones, and resource allocation for the migration of solutions to external LSSC/AMS providers and internal offshoring services (MDI)
• Implement and manage the overall transition program governance, ensuring all workstreams deliver according to defined timelines and objectives
• Define and monitor KPIs and success criteria for transition completion
• Ensure business continuity through proactive risk identification and mitigation strategies
• Ensure compliance with contractual obligations, SLAs, and regulatory requirements
• Oversee the implementation of the defined support model for all local solutions
• Oversee structured knowledge transfer processes, including documentation and training.
• Ensure operational readiness through process mapping, SOP development, and service acceptance validation, including management of shadowing and reverse-shadowing phases prior to go-live

1. Stakeholder & Change Management

• Act as the primary interface between service providers and internal stakeholders, including platform leads and senior business representatives
• Manage executive reporting on transition and performance. Facilitate steering committees and governance forums
• Lead organizational change management initiatives for the transition in close collaboration with communication and change experts
• Coordinate workforce transitions, including redeployment, reskilling, or vendor onboarding
• Develop and execute integrated communication plans to support the adoption of new operating models (i.e., platform-based operation model)

1. Drive operational excellence

• Organize post-transition to ensure a smooth handover to steady-state or service management teams.
• Support stabilization through post-transition reviews and lessons learned to drive continuous
• Establish a steady-state governance and service management model
• Continuously monitor, review, and optimize SLAs and KPIs (availability, response times, incident resolution, backlog)
• Functionally lead and steer the Local Solutions Operations Managers chapter.
• Implement best-practice processes for major incident and crisis management, aligned with METRO standards
• Establish a centralized change request management process and governance structure for local solution enhancements
• Define and track service improvement, automation, and monitoring initiatives.
• Manage vendor governance, performance, and commercial topics (scope, billing, deliverables), driving optimization and corrective actions where needed.

1. Legacy Decommissioning Program

• Operationally steer and govern the decommissioning of local legacy solutions to achieve the decommissioning targets through FY28
• Continuously align with senior stakeholders and platform leads to accelerate decommissioning initiatives
• Ensure dependencies, risks, and business impacts are actively managed throughout the decommissioning process