As Service Desk Manager, I am accountable of the Service Desk operations, ITIL processes that is provided by the new Vendor.
Selection of the new service desk vendor, clarifying/defining our needs and make sure it is understood by the competitors while I was still managing the relations with the incumbent service desk supplier.

My responsibilities are to make sure transition of vendor happens as seamless as possible meaning our users should not be impacted by the service provided, as well as driving the new provider to towards continual service improvement to create more value to the business

Transition of the Service Desk Providor with success, mesured by internal KPIs.