Role: ESM Release Manager - ServiceNow

Desired Experience Range: 4+ years

Location of Requirement: Hyderabad

Must-Have:

• 4 + years hands on Release Management experience in high-technology business environments with IT Service Management
• Demonstrates a proven-track record of working in Release Management roles.
• Have valid ITIL Certification, or similar IT Service Management certifications.
• 4+ years hands on experience of implementing Release Management initiatives.
• Have demonstrable experience in handling various collaborator and customer relationships.
• Possess excellent written and verbal communication skills in English.
• Abilility to communicate technical scenarios and challenges in clear, simple, and concise business language.
• Excellent interpersonal skills, with the capability to build strong, trusted, and effective working relationships via considered and emotional intelligent interactions with internal and external collaborators across different functions and cultures.
• Ability to adapt one's communication style to influence and persuade others.
• Proven communication and presentation experience to Senior Collaborators.
• Possess a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
• Possess a proven willingness to professionally develop and a proven track record thereof.
• Have a pro-active approach to dealing with problems.

Good to Have:

• Have Service Transition experience within global, enterprise organisations.
• Experience of other applications and infrastructure technologies that work well with the ServiceNow platform.
• Any additional academic or professional qualifications.
• BS/BA degree in a computer science, engineering, or similar technical field - desirable but not crucial.

Detailed Responsibilities: 

• Define, document & maintain CoE Release Management Policy process & Procedure, in conjunction with the collaborators and publish to the KMS.
• Create and monitor Process critical metrics to lead the effectiveness of the Release Process.
• Provide reports and status updates on Rele ase Management activities, as agreed with the Customer. Schedule, run, and report upon meetings, and will produce meeting documentation (Minutes, RAID Logs etc.).
• Develop & maintain a release calendar with all planned release, maintenance window and other key date from the customers.
• Co-ordinate release activities with collaborators, ensuring all the teams are aligned and aware of upcoming releases.
• Coordinate with the development teams and document a Release Plan for each Release or Release Cycle and publish to the KMS.
• Create an outline high level plan of the process to move from UAT completion through to deployment, to include sign off milestones, and dry run dates & cutover points (where applicable).
• For major releases/upgrades Create, publish, and distribute a detailed Release Plan showing dates, resources, and tasks for each of the stages (e.g., tasks and resources for customer communications, dry runs, technical Go-Lives, User Go-Lives & post-Release validation activities (where each may be applicable).
• Identify potential risks related to releases and develop mitigation plans.
• Monitor and Mitigate release related risks throughout the release cycle.
• Run the tasks in the Release Plan in conjunction with respective development teams and be accountable for successful execution.
• Ensure that comprehensive testing is conducted to the quality standards set out by the customer and development teams.
• Co-author the Release communications in conjunctions with the Customer & development teams.
• Work with the customer to produce collaborator communication collateral where required e.g., Newsletter content.
• Facilitate Clear communications among the collaborators, Providing regular updates on release status.
• Raise Organisational Change Requests in the ITSM Platform support and represent Changes at CAB the Governance Forums and be accountable for obtaining the required approvals for implementation.
• Run the Release Management Bridge and coordinate Release Management activities for the Supplier, and the Customer's other Suppliers or Product Teams.
• Produce Release Notes for all Releases and publish to the KMS.
• Facilitate knowledge Transfer Session to ensure operational team are ready to support the service.
• Co-ordinate with Prodcut Owners to ensure appropriate service documentation is created for Support teams.
• Identify areas of improvements in the release process and adopt standard methodologies.

Education and Professional Skills:

• Have additional ServiceNow certifications.
• Have a degree in a computer science, engineering, or similar technical discipline - desirable but not essential