Transition
The project is formally handed over from the project team to ongoing Support and Account Management. Responsibility shifts from build-focused execution to stability, continuity, and client relationship.
Roles
- Phase owner: Project Manager
- Supported by: Tech Lead, AM
- Informed: Sponsor, Projects Coordinator
- Primary Client contact: Project Manager (handling over to AM)
Typical activities
Handover to Support team:
- Tech and project documentation
- Automated testing
- Credential and access transfer
- Clarifying support scope and response expectations (and signed Support Agreement)
Handover to Account Management:
- Outstanding tickets / backlogs / client requests
- Frame Post-launch improvements
Deliverables
| Deliverable | Owner | Shared With | Format | When |
|---|---|---|---|---|
| Internal technical documentation (inc. testing approach) | Tech Lead | Support team | Doc / knowledge base | Before Transition closes |
| Confirmed access and credentials | Tech Lead | Client + Support team | Secure transfer | Before Transition closes |
| Live system confirmation | Tech Lead + PM | Client + Sponsor | Email or sign-off doc | At start of Transition |
| Transition summary (what was delivered / what was deferred) | PM | Client + AM + Support team | Doc or email | Before Transition closes |
| Outstanding issues log | PM | Client + AM + Support team | Shared doc / board | At start of Transition |
Tools and Platforms
- Google Docs / Drive — documentation handover
- Gitlab / spreadsheet — outstanding issues log
- Google Meet — training and handover sessions
- Harvest — final time tracking before project closes
Checkpoint
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Responsibility is clearly owned by Support and AM ↳ Required output: Handover confirmed in writing to the client
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The client has visibility on follow-on work ↳ Required output: AM records follow-on work to prioritise if relevant with client
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The client is aware of the AM meeting cadence before handover is complete ↳ Required output: AM books frequent client meetings
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The client understands support boundaries ↳ Required output: Support scope documented and shared with client
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Client feels comfortable with support system and knows how to check hours ↳ Required output: Introduction to support meeting booked
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Documentation is accessible and usable ↳ Required output: Docs location confirmed and shared with client and Support team
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Outstanding issues are logged and prioritised ↳ Required output: Issues log shared with client and Support team
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No ambiguity remains about who owns products + systems ↳ Required output: Confirmed in writing — credentials, access, and ownership transferred
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Project is formally closed ↳ Required output: Final shut-down meeting or async sign-off. PM formally closes the project in Harvest and portfolio tools.
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Final Invoices are sent ↳ Required output: Finance is aware of final budget and invoice arrangments and final invoice is sent.
If ownership or expectations are unclear, we resolve them before closing the project.
Handover
| From | Project Manager |
| To | Account Manager + Support team |
| Mechanism | Transition close meeting with PM, AM, and Support Point of Contact |
| PM | Confirm all Transition deliverables are complete. Brief the Support team on outstanding issues, known risks, and client context. Pass active client communication to the AM. |
| Tech Lead | Ensures all relevant tech documentation is handed over to Support (inc. testing approach) |
| AM | Attend close meeting. Take over as primary client contact. Ensure the client knows who to go to going forward. |
| Support team | Confirm they have received and understood all documentation, the issues log, credentials, and access. Confirm they are ready to take on the client. |
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