JOB DESCRIPTION

Job purpose:

The Change and release manager is a key member of the IT Service management team, who is responsible for managing changes, releases, and all related modules throughout their lifecycle. In addition, the individual in this role will assist with communication, Training, stakeholder engagement, and coaching the service managers and suppliers on the processes.

Our ideal candidate should have a minimum of 10+ years of overall experience, 6+ years of proven skills in change management implementation for a Multi Supplier environment / SIAM experience working on change governance, CAB approvals, Deep dive Risk impact analysis, DevOps applied knowledge and able to adapt agile best practices. He/she will be accountable and responsible for setting up the Change management process and managing the entire operations.

Roles & Responsibilities:

• Act as a Change Manager ensuring only authorized changes go in production and are mapped to the right release
• Conduct Change Advisory Board (CAB) Meetings, Publish Forward Schedule of Changes, Minutes
• Change Management Process Gatekeeper. Support & Govern Change Management Process
• Ensure in Adherence to Process SLAs, KPIs, Reporting. Conduct Post Implementation Review (PIR)
• Contribute to Process Improvements, Transformations, Process and Tool Design initiatives
• Assist other ITSM Processes on a needy basis like Major Incident Management, Problem Management, Knowledge Management etc.
• Building and maintaining the Consolidated Change Schedule: Integrating latest changes into the existing change schedule
• Publish all the prescribed reports/dashboards as per the defined timelines. Own and drive Change Mgt Matrices like no of change failures, % of Change causing Incidents, % unauthorized changes, rolled back changes etc.
• Facilitate/assist resolving conflicts in the schedule, and negotiating adjustments with the relevant parties
• Handling schedule slips, and escalating the appropriate parties as required to recover the schedule
• Conducting change meeting(s), where affected parties are notified, that changes are scheduled, approved, rejected, etc.
• Document final approval or rejection of a change that requires CAB (Change Advisory Board, or Change Approval Board) approval
• Communicating changes that have been identified as having pervasive impacts to the Change Controller and other Change Coordinators in their Geography / Region
• Reviewing failed and cancelled changes to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensuring that those issues are resolved/addressed by the appropriate individuals or raise a problem
• Ensuring the Change Owner documents in the change record, for all Critical and Major changes, all required business and technical assessment information including where the business and technical assessment documentation/form can be located, the date/time the assessments took place and the attendees who participated in the assessment
• Acting as point of escalation for day-to-day schedule slips as required to bring the change back on schedule
• Communicating inefficiencies and deficiencies related to the process to the process owner
• Assisting in the resolution of change assignment issues, as required
• Resetting approvals on change records
• Monitor the changes records are completed within criteria
• Monitor the incidents encountered during the implementation of a change are properly documented in the change record
• Ability to contribute towards Knowledge management and Risk management (upon Risk Impact assessment)

Competency:

ITIL intermediate/expert with DevOps & Agile experience

ITSM tool knowledge, reporting and basic configuration – Service now, Remedy force etc. 

Job specific skills:

Ability to effectively manage multiple priorities with minimal supervision

Systematic and analytical approach to problem solving

Strong organization skills and attention to detail

Customer focused and Problem-solving skills

Logical and critical thinking

Technical understanding (basic Infra and Application services)

*Multiple Vacancies

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.