The incumbent is responsible for the full lifecycle of technology changes to minimize the risk of service interruption
He/she will chair the Change Advisory Board (CAB), manage emergency and standard changes, to ensure the Request for Change (RFC) has been completed with the proper level of information including justification, implementation plan, backout plan and test plan for the voting members to make an informed decision to approve, reject or determine the need for further discussions
Role:
Executes the standardized Change process.
Identify and manage adoption, usage, and reinforcement of change
Review RFC and determine pre-CAB approval of the submitted request for Change (RFC). Rejection of any RFC which doesn t meet the standard Change requirements.
The generation of the CAB agenda, weekly RFC review and pre-CAB approval
Responsible for Change compliance controls and artifacts
Chair CAB meetings for each of the regional CAB s and Global CAB
Review RFC for Operational Acceptance requirements to ensure modified and new services are transitioned successfully into business-as-usual support (BAU).
Manage the review/approval/rejection of any submitted Standard Change
Oversight of Operational Acceptance
Authorize approved/rejected RFC in ITSM tool documenting the details required by compliance
Determine CAB members and eCAB members with input from Service Owners
Execution of Key Performance Indicators (KPI s) service metrics
Maintain ITSM tool dashboard with current and future Change schedule
Responsible for ITSM tool, testing for upgrades, testing of process enhances and release signoff.
Requirements:
5+ years relevant experience in change management
7-9 years experience in an ITIL role in a global organization.
Leadership ability
Confident in presiding over the CAB
Strong analytical skills with an eye to detail
Exceptional communication skills both written and verbal
Ability to clearly communicate messages to a variety of audiences
Resilience and adaptability
Excellent listening skills
Ability to be decisively articulate process accountability, failure to process adherence, review feedback and analysis decisions driving appropriate CAB member votes
