ITIL Change Management Lead
Job Description The ITIL Change Management lead is responsible for developing, implementing and improving I&TG Change Management practices; assisting with Change Advisory Board (CAB) meetings; accurately tracking and communicating key metrics; ensuring organizational compliance to change request and release handling standards and policies; developing and implementing key performance indicators; helping to establish and communicate the Change process, roles and responsibilities, policies and procedures. Define, implement, and govern the Change policies, processes (including Emergency Change process), procedures, and communication for all IT changes. Perform regular reviews of change requests (acceptance/rejection) to ensure that appropriate documentation is in place and results are communicated to the initiators. Ensure that all applicable RFCs (Requests for Change) are circulated to CAB members in advance according to defined timeline for prior consideration. Maintain a forward schedule of change as well as manage scheduling conflicts and perform risk/impact assessments for all changes based on the advice given by the CAB members. Run CAB meetings as requested by IT&G Change & Release Manager and provide updates on approved changes' status, changes requiring additional follow-up, and detailed reviews of high-risk changes. Take CAB notes and communicate meeting minutes to CAB members. Ensure Change logs are updated with all progress that occurs, including any actions to improve service quality. Review all implemented Changes to ensure that corresponding objectives are met. Produce regular and accurate management reports on all changes including all open, closed, and outstanding change requests. Work closely with IT teams to ensure that the development of software build, testing, and deployment plans are on track and on schedule. Assist with release planning reviews and release control gate meetings with IT&G Release Management Lead. Assist Release Lead in ensuring that the development of installation scripts, configurations scripts, roll back procedures, and release procedures are developed and fully tested prior to scheduled release date. Assist Release Lead with the Master Release Calendar and Forward Schedule of Changes. Secure software in Definitive Software Libraries and participate in Post Implementation Review (PIR). Oversee the publication of documentation and maintenance of on-line technical library relating to change processes, procedures, and policies. Make recommendations on the development lifecycle methodologies, QA best practices and standards, and resource models. Produces metrics and reports to support trend analysis. Uses these metrics and reports to identify and implement improvement opportunities and initiates follow-up actions. Continuously seek opportunities to enhance and improve the process, the tools, as well as integration points with other processes, including Incident and Problem Management. Lead the implementation of Change processes and process improvements across IT by seeking appropriate management buy-in, ensuring availability of process documentation and training, and providing proactive support during process rollout. Drive the execution and oversee the progress of Change Management tasks. Take action to remove obstacles and escalate to management as needed. Hold all teams within I&TG (internal/external, support/development) accountable for meeting their commitments within the Change Management process. Ensure the ITIL-based Change Management process is followed and ensure the adoption of best practices across I&TG. Partner with Training Team in designing, preparing, and conducting training courses relating to Change Management practices. Ensure that all stakeholders are trained, if necessary, and provided with the appropriate documentation and information pertaining to each new change. Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest methodologies and applications in improving Change management practice. Develop thorough knowledge in understanding the functional and hierarchical dependencies that affect mission-critical and production environments. Can be located either in Hoffman Estates, IL OR Troy, MI. Responsibilities/Skills/Experience Requirements Minimum ten (10) years proven track record in leading a large global IT service support environment with specific emphasis on Change Management; A minimum of five (5) years of experience in leading a Change Management team strongly preferred ITIL Foundations Certification required; Proven customer support experience (at least 4 years) in a large global IT service support environment with a particular emphasis on the use of Change & Release management processes and related disciplines Use sound business judgment when making decisions or recommendations based on solid facts, evaluation of alternatives, and weighing of pros and cons, and is able to present and defend decisions and recommendations with confidence Demonstrated experience in driving Process Improvement initiatives Previous Change Management role in large environment across multiple business units An understanding of Service Level Agreements and their application Experience in producing high-quality deliverables in a matrixed organization. Specifically, where the quality of the work is dependent on others Strong background in global outsourced environments Ability to learn in-depth knowledge of a wide variety of hardware and software system, and business unit mission-critical functionalities and dependencies Highly developed analytical skills with the proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details Excellent communication skills (both oral and written) Meeting facilitation, training, coaching, mentoring, and team leadership skills Excellent analytical skills Demonstrated flexibility & situational leadership skills Strong team building, teamwork, and collaboration skills Strong interpersonal and relationship building skills Ability to handle high pressure situations in a productive and professional way Ability to stimulate creative thinking when approaching new situations Superior understanding of prioritizing business objectives Ability to construct an approach/plan for the execution of priorities Ability to work effectively with all roles within and external to I&TG Ability to prioritize multiple work streams Experience with quality processes, such as TQM, Six Sigma, Lean Six Sigma and a strong understanding of ITIL incident, problem, and configuration management is preferred ITIL Practitioner's Certification (RCV) Bachelor's Degree in MIS/CIS or related discipline. Years Experience 5 - 10 Years Experience Preferred Minimum Education Bachelors Level Degree Travel Requirements None
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