Change Management Operations Manager
2 weeks ago
Change Management Operations Manager
Employment Type:
Full-time
Industry:
Telecommunications Services
Location:
Not specified
Experience Required:
3-5 years
Educational Background:
Bachelor's Degree in Business, MIS, or a related field
Essential Qualifications:
- A minimum of 5 years of progressive experience in Change Management methodologies.
- At least 5 years of leadership experience in an IT environment.
- Familiarity with software development and delivery frameworks.
- Strong verbal communication skills with proven presentation capabilities.
- Proficient in creating diverse business documents demonstrating clarity and organization.
- Intermediate to advanced proficiency in Excel, Word, Visio, and PowerPoint.
- Intermediate to advanced knowledge of Remedy and/or ServiceNow.
- Intermediate to advanced skills in Business Intelligence reporting tools.
Certifications:
- ITIL v3 Foundations Certification is mandatory.
- ITIL v3 Operational Support and Analysis certification is preferred.
Key Responsibilities:
- Oversee the Enterprise Change Management policy and procedures.
- Collaborate across multiple shifts in a 24/7 operational environment.
- Lead a team of Change Analysts, focusing on recruitment, performance management, compensation, training, and team development.
- Manage the daily execution of the Change Management process, ensuring effective resolution and escalation management.
- Coordinate Change Advisory Board activities and ensure comprehensive documentation of change records.
- Drive continuous improvement in Service Quality, including measurable KPI enhancements.
- Spearhead the implementation and enforcement of IT Service Management (ITSM) processes.
- Facilitate integration efforts with other ITSM processes.
- Represent the Change Management process to identify and implement enhancements.
- Maintain a team knowledgeable in industry best practices and tools.
- Foster growth in technical, business, leadership, and interpersonal skills, including obtaining additional ITIL certifications.
- Responsible for re-engineering the Change Management process.
- Influence Service Quality and Availability significantly.
- Expand knowledge of company operations, processes, and technologies.
Additional Responsibilities:
- Provide stakeholders with reports and data illustrating Change Management effectiveness.
- Generate necessary reports and presentations using tools like Remedy, Crystal Reports, and MS Office.
- Lead process integration to identify issues and known errors.
- Communicate changes with a focus on business impact in community forums.
All information will be kept confidential in accordance with EEO guidelines.
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