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Your role and responsibilities
Reporting to the manager of service management & delivery, the role of the change manager is to liaise between the it infrastructure department and other it and business units to effectively manage and it change deliveryThe it change manager has deep knowledge pertaining to enterprise wide it change management principles and best practices, aligned to the itil frameworkThey are the owner of the change management service.
This role will be responsible for orchestrating all it change management activities, tools, and ensuring that the formal process is followed consistentlyThis includes reviewing incoming change requests, scheduling changes and owning the change calendar, chairing the weekly change review board meetings, resolving conflicts, post change follow up, and ensuring that other standard operating procedures are followedThe change manager will also work with the manager to suggest improvements to mature the change management process and provide additional value to the businessThis may include linking the change management process to the cmdb for better impact analysis and notifications.
The change manager will be serving as a senior analyst and this role is critical in ensuring it changes are managed and planned thoughtfully, with the least possible disruption to the business, while supporting the firm in the evolving technology landscape at an enterprise level.
Manages the day-to-day service management and delivery of it change management to all stakeholders, including the toolset(s) used through the change management process (e.gServicenow).
Documents and maintains the change management policy, processes and standards.
Analyzes complex services, covering a diverse range of technologies and 3rd party suppliers, to ensure that proposed requests for changes (rfcs) are safe and fit for purpose and include documentation of change impacts, back-out plans, test plans, and resource requirements.
Ensures break/fix changes are documented and implemented.
Coordinates and chairs the change review board meetings to discuss higher risk changes.
Has authority to accept or reject changes and works to gain consensus when possible.
Ensures that change policies and procedures are well defined, documented, reviewed, and applied across all stakeholder groups.
Convenes an emergency change review meeting or facilitates the processing of emergency changes, including post change follow up activities and documentation.
Acts as the main point of contact for change requestors or change initiators to liaise during the entire change management process.
Designs and implements standard change procedures for the distribution and installation of patches and other routine tasks.
Take the lead in ensuring that the it teams meets the service metrics, including performance measures and quality of the service delivered.
Manages the identification, definition and formalization of service requirements and measurements via slas, olas and other relevant metrics, including reports and dashboards.
Collaborate proactively and closely with it teams to convey the service vision, continuously monitor, refine, verify that the service fulfills that vision (as measured by customer value and business outcomes) and help the team to ensure service is continuously improved and matured.
Manage and maintain a full service life cycle perspective, and work to balance short-term achievements with long-term goals (such as minimizing technical debt while maximizing resiliency).
Required technical and professional expertise
Typically has to be at least 6+ years of it work experience and with 3+ years’ experience in it change management and delivery function in an environment similar in size and complexity.
Experience with change management tools such as servicenow (snow) as well as general infrastructure and operations technologies used to support an enterprise organization.
Demonstrable and recent experience in owning and running a fully operational it change management practice or function at an organization.
Coaches, mentors and motivate more junior service delivery staff to increase service and staff performance, end-user satisfaction, and employee satisfaction.
Proactively and actively engages with all other stakeholders and team involved in the services to ensure maximum adherence to agreed service metrics, while aiming for improvement of service and staff performance, end-user satisfaction and collaboration among it teams.
Collaborate closely with it teams, enable and share a common, customer-centric culture with the teams and apply common methods to drive excellence in the role or function.
Bachelor`s degree in computer science, information systems other related field preferred.
Itil foundation certification v3 or v4 – minimum or demonstrable expertise in it change management that aligns to the itil framework required.
Preferred technical and professional experience
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Being you @ kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristicsKyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other things to know
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertiseOur recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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(y030) kyndryl solutions private limited
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Posted 30+ days ago
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