Job Description : Summary :
The Change and Release Management is a major contributor to the Service Management mission by ensuring standard Change Management and Release Management processes are used across accounts, providing consistent quality of Change implementation and Release deployment, while meeting scheduled dates and SLAs with no business disruption due to Change implementation or Release deployment.
Job Responsibilities :
The Change Manager is accountable for managing changes through the lifecycle in compliance with the process. The Service Management organization is the primary organization that fulfills this role.
The individual performing this role may also be performing the role of Approval Authority and is responsible for all decisions regarding the compliance of a change to the change management process.
Process Execution :
This section details the operational activities performed by individuals performing this role.
Accountable for analyzing change records to determine trends or apparent issues that occurred.
Based on the analysis identify process improvement opportunities (continual service improvement).
Governance for changes through the change management lifecycle, including process compliance and assisting in the mitigation of conflicts or escalations associated with changes.
Fulfills the Approval Authority Facilitator role, when required.
Responsible for maintaining and communicating the change schedule.
Responsible for conducting a post implementation review, when required.
Recommendation of normal changes as standard change candidates.
Reviews and closes completed change or recommends the appropriate closure codes, when required
Manages the interdependencies identified for a particular change request.
Evaluates the change plans for completeness prior to change advisory board (CAB) review. This includes validating that all documentation and information associated with the various phases of the change are complete and available.
Documents and communicates CAB (and other review meeting such as technical or financial advisory board) agenda and subsequent minutes, when required.
Updates change records based on meeting reviews (TAB, CAB, etc.).
Single point of contact for escalations from the Change Implementer.
Responsible for the documentation and approval of standard change candidates as standard changes.
Education (degree) and professional experience required :
A relevant industry experience is considered an advantage
Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
Skills : Technical Skills :
Technical Skills :
ITIL expertise : ITIL3 or ITIL4 foundation training
Process Tool(s) : understanding or knowledge of tools supporting the process, e.g. ServiceNow, Service Manager
Process & Quality Management : the act of planning and monitoring the performance of a process
Continuous Improvement : understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements
Data Analysis : transforming data to extracting information and draw conclusions
Problem Resolution : ability to resolve escalation issues or problems
Risk Management : identification and management or mitigation of risks
English Spoken and Written Skills : ability to communicate and make himself / herself understood verbally and in writing
General Project Management
General Financial Management
Business and Organizational knowledge
Service Portfolio Knowledge
Soft Skills :
Communication : ability to effectively communicate thoughts and messages to others in various mediums (presentations, emails, etc.)
Structure thinking : ability to work in a structured way
Customer Focus : ability to put the customers’ needs first
Diplomacy : ability to manage teams or people with tact
Diversity : ability to understand and integrate diverse opinions