IT Change Management Service Manager

Role Description

The IT Change Management Services Manager will be responsible for supporting IT Change management processes as a member of the IT Service Management (ITSM) team. He/She will work with multiple business lines to ensure the Change Control Process is followed and that risks, impact, procedures, tasks, and related information are properly documented, recorded, analyzed, and approved, policed by a sound governance process focused on driving process compliance. This role will ensure the use of standardized methods and procedures for the proper handling of all Technology Infrastructure and Application related changes across the Enterprise, in order to minimize the (business) impact of changes to the environment. Preferred exposure to the Agile framework and experience on DevOps environment. Ultimately, this role will contribute to the maturity of the IT Change Management process aligned to the ITIL framework.

Qualifications

• Bachelor's degree, supplemented with ten (10) years related work experience, which includes two (3-5) years of practical experience in IT change management.
• Demonstrated Change management experience.
• Experience in supporting agility and automation initiatives. Application of Artificial Intelligence in the Change Management discipline a plus.
• Demonstrated experience providing customer-driven solutions, support or service.

Requirements

• Coordinates Change Management activities across the organization.
• Responsible for the delivery of effective change management by consistent application of the change management process and the correct integration of tools, platforms, applications and resources.
• Participates, and when needed, leads meetings for the change management process including Change Approval Board (CAB).
• Monitors the day-to-day use of standardized methods and procedures for change management.
• Ensures change requests go through the appropriate processes guaranteeing that change implementation artifacts are complete and meet process requirements and standards.
• Oversees development of communications to stakeholders regarding upcoming changes.
• Serves as the central point of contact for standard changes.
• Mitigates competing priorities applicable to change schedules, working with stakeholders.
• Reviews, improves and matures the Change Management Process as needed. Plans and implements process best practices.
• Creates, implements and manages policies, standards and governance and ensures process integrity.
• Manages critical success factors (CSFs) and key performance indicators (KPIs).
• Develops and provides change management metrics and reports.
• Ensures organizational understanding and adoption of process activities.
• Develops processes for managing conflicts between different change activities.
• Monitors the day-to-day use of standardized methods and procedures for configuration management in order to reduce the risk associated with changes to the production environment.
• Assists with root cause determination for incidents triggered by changes with the objective to achieve Change Success Ratio (CSR) goals.
• Defines and enforces change standards to ensure compliance with internal and external regulations.
• Participates in audit activities as dictated by Internal Controls or an external party such as PCI.
• Collaborates with ongoing projects, aligned to an agile environment.
• Remains current on industry practices, equipment and standards.
• Provides technical support for the change management process.
• Participates in all contingency planning and disaster recovery, as applicable.
• Serves as technical contact for technical staff in resolving problems and/or unusual situations encountered with the change management process.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

Company Description