Itsm Change Manager
- NCR Corporation
- 5 - 8 years
- Mumbai
- 8 months ago
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Job Description
- Job Title: ITSM manager
- Location : Mumbai, Vikhroli
- Experience:4+ years
- Shift: Must be flexible with working within days or nights as per business needs
Role Summary :
As the IT Change Manager, you will be responsible for oversight of the Change Management process. If you have an obsessive focus on change management process & procedure, service levels, standardizing processes, meaningful metrics, insightful risk mitigation and enjoy driving continuous improvements, then this is the right opportunity for you.
The IT Change Manager will be responsible for working closely with IT teams to ensure changes are properly documented, planned, and implemented. This role requires Change Management knowledge, creating project plans, developing processes, coordinating, and driving execution, and communicating to senior leaders on status, risks, and process/communication changes. Cross-team coordination, project management, executive presentation skills, and written communication skills are essential.
Role and Responsibilities
- Support and refine the established ITIL Change Management practice across the organization to serve and support the successful delivery of technology-based IT change initiatives.
- Lead the application of a structured methodology for Change Management activities through review of submitted changes and continual reinforcement of requirements for Changes.
- Drive the Change Management process to ensure change requests are submitted properly, reviewed, and acted upon by the appropriate parties, executed as scheduled upon approval, and Change records are updated properly throughout the life cycle of the Change.
- Create periodic reports about Change management and discuss key findings and opportunities with the IT Change owners.
- Design and development of Change Management best practices for the organization, including managing Change Advisory Board meetings.
- Drive steady state and continuous improvement in the ITSM operations support of the organization .
- Schedule and lead the Change Advisory Board (CAB) meetings to perform impact analysis to minimize risk and disruption to the changes made in the production environment.
- Maintain IT change documentation including the Policy, Standard, Procedure, Training and User Documentation.
- Conduct trend analysis to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure.
- Define Key Performance Indicators (KPI) and measure success metrics and monitor change progress. Perform assessments of change success and change adoption and develop strategies to address challenges, risks, or gaps.
Skill Requirements/Preferences
- Advanced understanding of Change Management processes and proven application of change management principles.
- Experienced Change Management professional with proven success leading or managing organizational change management activities on a high-complexity, program-wide change.
- Ability to adapt to evolving priorities.
- General understanding of IT services including Application development, Network infrastructure, Hosting and Cloud Platform.
- Excellent active listening skills.
- Experience using Service Now, JIRA or equivalent ticket management tools.
- Established Project management experience.
- Proficient in Microsoft Office 365 applications especially in Word, Excel, PowerPoint and Outlook.
- Experience in working in a Service Delivery role in a Business-Critical environment. Must have a business/ end user focus with a technical background.
- Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment.
- Experience negotiating effectively and facilitating conflict resolution.
- Experience building and maintaining relationships within the Technology and Business organizations.
- Fluent in English verbal and written.
- Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management
- Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools.
- Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.
- Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results
Some of the soft skills / abilities required for you to be successful in this role include:
- ITIL certification
- Critical Thinking, Problem Solving and Deductive Reasoning.
- Active Listening.
- Great Team Player Characteristics.
- Maintaining a professional demeanor and attitude to control the chaos.
- Ability and confidence to act decisively and take constructive feedback onboard.
- Exercise influence over a wide variety of individuals at all levels of technical & business leadership.
- Ability to multi-task and make good judgments in a dynamic and high impact environment.
- Excellent phone / video presence and verbal / written communication skills.
- Strong relationship management and client centric mindset.
- Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance
- Experience including software development, databases, Unix systems administration, and cloud-based application management
- Fluent in English verbal and written
- Must be flexible with working within days or nights as per business needs
Education Requirements
- Bachelors degree in Computer Science or related field and a minimum of 4 years of demonstrated in ITSM Change Management and/or information technology. Or any equivalent combination of experience training, and/or education.
- 3+ years of work experience
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT & Information Security - OtherRole: IT & Information Security - OtherEmployement Type: Full timeContact Details:
Company: NCR CorporationLocation(s): Mumbai
Keyskills: ITSM Change Management Service Request Management Servicenow Problem Management Incident Management ITIL
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