Change Management Specialist

Job Description

Job Description

Salute is a leading provider of cutting-edge Data Center Infrastructure Services, dedicated to serving data center clients worldwide. We pride ourselves on delivering sustainable solutions, unparalleled reliability, and outstanding customer service. As we continue to grow, we are seeking a dynamic and experienced Change Management Specialist to join our team and drive our relationships with hyperscale clients to new heights. 

Change Management Specialist: 

The Change Management Specialist is responsible for the leadership and coordination of organizational change initiatives. They develop, implement, and manage the change process itself, which can be a complex and challenging task. The manager interfaces with all levels of management and staff to ensure that changes are smoothly and effectively implemented. Change managers lead change management activities in the right direction and work to ensure that changes meet the organization’s goals.  

Responsibilities: 

Organizational Directives - 

• Sets and defines standards for development of EEP (Error Elimination Procedures - MOPs, SOPs, EOPs, WAPs) and defines/develops process to work inside of client’s systems (Ticketing system/ Upkeep) as well as future platforms 

• Create high quality error elimination procedures and content in support of client’s operations and growth 

• Contribute to the corporate technical documentation style, voice, and requirements 

• Interact with subject matter experts to compile comprehensive user-centric content 

• Keep abreast of trends and technology in technical communication with an eye to implement them at client’s Data Center 

• Ensure the successful completion and acceptance of all procedures 

• Research tools and methodologies to advance the quality of content and its production 

• Producing high-quality, clear, accurate, and complete documentation with no errors, within established deadlines 

• Organizing and prioritizing tasks and having exceptional analytical skills 

• Managing multiple projects and deliverables 

• Quality Control on existing procedures for managed and assigned site(s), ensuring proper EEPs are in place and manage their entire lifecycle 

Researching and learning new technologies in Technical Communications - 

• Learn about Data Centers’ critical equipment in order to understand their behavior, risks, and assess the proper sequence of operations along with the engineering CoE 

• Sets and defines standards for communication to all clients related to change management (proactive/corrective/reactive) and a mechanism to ensure and report on compliance and customer satisfaction levels 

• Develops, plans, and collaborates with Engineering CoE and Operations Managers on how to effectively track EEPs in client’s system in real time 

• Development of reporting on asset changes on all platforms (cooling/power/generator/access controls/fire systems) 

• Develops, plans, and collaborates with the CoE team on creating consistent, relevant, and uniform reports for customers and internal requirements 

• Works on automating processes to generate continuous improvement and provide scalable and repeatable mechanisms 

Success factors & Matching Measurements - 

• ALL Changes will be tracked in the ticketing system and client’s system and have associated MOPs/SOPs/EOPs and WAPs 

• All Generic EEPs (MOPs/SOPs/EOPs) will be entered into the client’s system platform and will be used by all Execution Pillars 

• All potentially customer impacting change across all facilities will be effectively communicated to clients in advance, per policy in customer guide, with a mechanism to track and report on monthly 

• All assets, across all facilities, will be entered into client’s system with associated reporting per direction of Customer Success CoE Head 

• All Execution Pillars will have an effective process for using client’s system and capturing prescribed metrics in real time (in process) on all platforms (Cooling/Power/Generator/Fire Systems etc.) 

• Keeping timely creation schedule by maintain a low backlog of procedures to write 

• Maintain and review procedures under a defined revision calendar 

Behavioral Characteristics - 

• Culture Carrier –Embraces client’s Core Purpose and Core Convictions and works to permeate throughout the Operations organization 

• Collaboration –Works collaboratively with other CoE’s and Operations teams at large such that the creation of reports and adherence to reporting is practical, realistic, and achievable 

• Collaboration Skills –Uses collaboration skills to work with others, especially other CoE functional leads, such that sufficient level of interface occurs between CoE functional leads for the creation of practical, realistic, and implementable reports, processes, and policies 

• Continuous Improvement–Remains engaged at meetings and when collaborating with others 

• Remains positive and strives consistently to find, suggest and lead others toward constant improvements related to Change Management, Client Notifications, Effective use of systems (ZOHO/CMMS/BMS) and overall Customer Success 

Qualifications and Requirements: 

• Experience with and knowledge of change management principles, methodologies and tools 

• Exceptional communication skills, both written and verbal 

• Excellent active listening skills