The Change Management and Operational Acceptance Lead is responsible for ensuring that the Change management process governs all changes in the environment to ensure business risk is minimized and understood
This role will be responsible for the design, execution and ongoing improvements of the change process
Role:
Responsible for a standardized process which fits the requirements of the organization and is measurable.
Responsible for the CAB agenda, weekly RFC review prior to CAB, successful management of weekly CAB meetings and Change compliance controls
Responsible for the design of Key Performance Indicators (KPI s)
Act as the expert for Change
Responsible for the design and execution of Operational Acceptance through the change process to ensure modified and new services are transitioned successfully into business-as-usual support
Requirements:
Previous management of ITIL process areas.
10-12 years experience in an ITIL role in a global organization.
Ownership of ITSM processes at the enterprise level
Retain neutral position during process design, reporting, and continuous improvement
Propagate culture of excellence
ITSM Subject Matter Expertise in a global support operating environment.
Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
Proven ability to identify and customize industry best practices to fit the organization.
Strong analytical qualities with an eye for details
Semi-technical Proficiency and Strong soft skills
Ability to be decisive articulating process accountability, failure to process adherence, review feedback and analysis decision driving appropriate CAB member votes
Strong understanding of Key Performance Indicators (KPIs) and how they impact operational performance
Intimate understanding of the financial trade-off of Key Performance Indicators (KPIs)
Previous change process ownership in a global hybrid support model with matrixed outsourced and insourced resources.
Previous configuration management t process ownership in a global environment using matrixed resources.
Demonstrated ability to apply governance, regulatory / legal, and financial constraints to incident and request processes.
Balance the interest of the enterprise and operational design in continuous improvement activities.
