ITIL Change Manager (Nuevo Leon)

The organization has responsibility for the coordination, development and support of all activities related to the production, operations and engineering’s core infrastructure including data centers, voice and data networking solutions, messaging/mail, mainframe, servers, databases, wireless technologies and associated end user computing, services and support.

This position is responsible for providing management oversight and coordination of IT operational activities for 
Infrastructure as it relates to Change Management. Specifically, the Change Manager will have accountability for managing Requests that will either be a Change Ticket or will become one within the Technology Operating Center. The candidate in this role will be accountable for:

•    Responsible for the quality and integrity of the process
•    Ensure quality of the ticket/task
•    Identify Technical Approval Managers associated to tickets/tasks
•    Ensure disciplines/processes are followed throughout the organization 
•    Coordinates efforts of all Change Analysts, including suppliers and external teams, to ensure ticket accuracy, mngmnt/technical approver sign-off and ultimately will review/sign-off for the Change Advisory Board (CAB)

In addition to the above, the Change Manager will be working closely various Infrastructure Managers/Leaders within North America and EMEA in ensuring the Policies and Procedures are being followed.  The Change Manager will be responsible for running our periodic (currently weekly) Change Meeting.  The Change Manager will produce daily reports identifying outstanding change tickets, produce weekly reports for upcoming changes, monthly reports on statistics of how we achieved our goals/objectives/SLAs as it relates to Change Management.

Further responsibilities include providing expertise in technology support and analysis from a change perspective, as it relates to day-to-day business functions, project coordination for infrastructure deployments, vendor partner activities, communication development for operational related activities, and driving resolution to infrastructure related issues impacting the end user community.  The Change Manager will need to dig down into the different changes and work with the appropriate subject matter experts (SMEs) to identify any conflicts with the task/change.
 

The following are additional key responsibilities. Within each of these functions, the candidate will work closely with North America Infrastructure Managers in accordance with the associated governance processes. 

Technology Support:

•    Is a member of the Incident, Problem & Change (IPC) Management Team within the Technology Operating Center. 
•    Familiar with various technology platforms including Mainframe, Open Systems, Storage, Windows and Linux
•    Familiar with architecture of On-Prem as well Cloud Infrastructure processing. 
•    Helping coordinate various groups to eliminate systemic problems and avoid repeat occurrences.
•    Interaction with appropriate vendor partners ensuring that true “Root Causes” are identified and remediated.

Compliance:

•    Accountable for adhering to compliance and audit related needs.
•    This is a Key component for Audit and Compliance

Service Excellence:

•    Accountability for ensuring IT service delivery restoration in a timely manner. 
•    Participant in clear, concise communication and providing management with necessary updates in a timely manner. 
•    Evaluates service reports and proactively identifies and pursues required corrective actions in problem areas.  

IT Partnership:

•    Leverages the broader IT organization to communicate and deliver business value. 
•    Facilitates business discussions that position IT to meet the on-going needs of business partners. 
 

QUALIFICATIONS:

•    This role requires being proficient with the Service Now ITSM tool.
•    ITIL experience/certification beneficial.

•    Bachelor’s degree or equivalent experience.
•    IT professional with 5-7 years of broad infrastructure, operational, compliance and/or security experience.  
•    Experience with project management and/or business analysis skills. 
•    Strong interpersonal skills with demonstrated commitment to providing superior customer service.  
•    Good verbal and written communication skills required. 
•    Action and closure oriented; results driven (this is critical).
•    Advanced organizational skills including the ability to perform various activities concurrently. 
•    The ability to develop and maintain strong relationships throughout the organization. 
•    Ability to work independently while demonstrating strong collaboration skills in a team environment. 
•    Ability to independently plan, manage and complete all aspects of assigned projects, delegating where appropriate. 
•    Insurance/Business acumen. 
•    Experience with Cloud infrastructure and platforms will be an asset. 
•