Full-time

DevOps

Letterkenny or Gweedore Co Donegal

Not disclosed

JOB OVERVIEW

Pramerica Systems Ireland has an opportunity for a Change Manager to join the Change Management function. The Change Management function has the responsibility of assessing, reporting and rolling out ITIL based standardized Change Management processes, procedures and workflows. A Change Manager is responsible for effective and efficient execution of Change Management service and process for the business units.

The Change Manager’s role is an exciting and challenging role that deals with day to day liaisons with several different stakeholders such as Business Mangers, IT Support Managers, IT Development Managers, ITIL Process Managers, Scrum teams etc. to strike a balance between the impact of a change and the need for a change.

The Change Management process ensures changes are successful in the first attempt. This is to ensure customer confidence in Change Management team to deliver change. Also, Change Management processes minimize the severity of any impact or disruption necessary as part of a change, as well as optimizing the level of risk exposure during the change. Changes are delivered using an appropriate amount of resources and extra funding for re-work or to correct a failed change should not be required. All changes are "recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled and agreed manner" by the Change Management team

The selected candidate should have strong understanding of ITIL Framework so that Change Management process has a solid interaction and feedback loop with other ITSM process i.e. Configuration, Incident, Problem and Release Management etc.

ROLES AND RESPONSIBILITIES:

• Responsible for successful creation and execution of Change Management processes, policies and procedures.

• Responsible for ensuring the adherence to Change Management processes

• Champion and promote the benefits of Change Management and IT Service Management processes.

• Responsible for performing pre and post Change Advisory Board(CAB) activities such as CAB agenda preparation and distribution, reviewing the changes on the CAB agenda for accuracy and completeness, approval of CAB changes and sending communications after CAB meeting.

• Responsible for the CAB meeting to review and assess the changes schedule for the weekly/bi-weekly maintenance window.

• Responsible for reviewing and assessing the Emergency changes by hosting Emergency Change Advisory Board (ECAB) meetings.

• Providing leadership in driving decisions and appropriate level of participation in the impact assessments of proposed changes.

• Responsible for defining and implementing a maintenance window to satisfy business needs by liaising with all stakeholders.

• Responsible for obtaining senior management approval for normal changes with major scale.

• Review and assess the changes that can be considered as standard change.

• Keep all RFC records up to date in the IT Service Management toolset and review the status of all RFCs on a regular basis

• Manage and distribute the Forward Schedule of Change (FSC).

• Responsible for post implementation review (PIR) process.

• Be available during non-business hours to support major events and emergency changes.

• Responsible for defining and agreeing on Change Management Key Performance Indicators (KPI’s).

• Ensure continuous process improvement is implemented and aligned with business objectives.

• Responsible to support initiatives associated with the integration of the Change Management process into the Release, Incident, Problem, IT Service Continuity, and Configuration Management processes

REQUIREMENTS

Qualifications & Experience:

• A recognized third level IT qualification

• 3 Plus years of experience as the process manager of one or more ITSM processes.

• ITIL Foundation is essential and ITIL Intermediate or ITIL Expert Certification is preferred.

• In-Depth knowledge of the Change Management process, policies, procedures and standards with proven experience supporting this process within a fortune 500 company.

• Strong understanding of ITIL Framework and different process like Release Management, Problem Management, Incident Management etc.

• Experience working on industry best ITSM tools such as ServiceNow, Remedy etc.

• Sound understanding of different Project Management framework like PMI, PRINCE2 or Agile methodology.

• Experience with facilitation and enforcement of procedures and processes across diverse geographic locations and business units.

• An overall control-oriented focus to ensure processes and service delivery are compliant and risk averse.

• Demonstrated ability of establishing and maintaining metrics-based process improvement.

Personal Skills / Qualifications:

• Demonstrated ability to develop strong alliances with those outside of your immediate organization.

• Strong customer service mindset with ability to appropriately balance risk with service delivery expectations.

• Clear, authoritative, professional communications (listening, oral and written communications) and presentation skills

• Experience facilitating cross functional meetings.

• Relationship building and collaboration skills.

• Detail oriented and adept at understanding abstract concepts.

• Demonstrated ability to positively influence others and outcomes to achieve a common vision or goal.

• Skills at resolving conflict and negotiating effectively and tactfully.

• Demonstrated project leadership experience handling multiple projects simultaneously.

• Demonstrated ability to drive continuous service improvement.

• Demonstrated track record as a team player and critical thinker.