Description of Role:
This person will be responsible for ongoing Change Management activities and managing continuous support improvements in the overall quality of the ITIL aligned change management process for the support of ACUS Endpoints and self-service technology deployed at global airports in order to meet customer demands.
Key Deliverables:
Change Quality Continuous Improvement and Management
- Conduct regular quality assessment of the change management support process
- Identify support process improvement opportunities
- Map, formalise and follow-up on processes associated with particular objectives or activities.
- Identify, measure, track and report on key performance indicators to evaluate process effectiveness and efficiency.
- Develop and promote tools and techniques within the support and R&D teams to increase process efficiency and improve performance.
- Develop, implement and maintain a performance measurement and reporting system.
- Promote a process-based, customer-focused and performance-driven change management culture throughout the support and R&D teams.
Production Change Compilation
- Understands how main business drivers for change may impact on production.
- Assess complex changes with broad impact on production activity and processes.
- Gather technical information on the proposed change from subject matter experts (SMEs)
- Ensure that the required information on testing is provided and acceptable
- Ensure that the technical information on the detailed implementation steps is thorough, clear and robust
- Ensure that the validation steps are very specific and sufficiently comprehensive
- Specify/validate the proposed change window in consideration of port operating hours and the deployment resource capacity and availability in consultation with the DevOps Automation manager
Production Change Approval
- Ensure the overall quality of the Change Approval documentation and submit to the relevant approval entity as per the latest version of the Change Process
- For complex high risk changes ensure cross-functional technical specialist involvement in joint review prior to submission for approval
- Ensure that any additional technical specialists and other stakeholders are invited to the Change Control Board (CCB) meeting
- Ensure the agenda for the weekly Change Control Board (comprised of technical specialist and management from Solution Architecture, R&D, DevOps Automation and Support) is of required quality and is issued in advance of the CCB meeting as per the Change Process
- Conduct the CCB meeting and record the CCB decision on each submitted change
- Inform all stakeholders of the approval decision for their submitted changes
Change Execution
- Ensure the change documentation repository is fully updated including with the implementation, validation and rollback steps as specified in the change approval document
- Ensure that the change is scheduled for execution on the Activity Calendar and that after approval it is assigned to the scheduled activity list
- Ensure the outcome of the change execution is recorded on all relevant systems (SNOW, ICM-Change, Trello)
Change Management Process Quality Reporting
- Prepare the monthly change process execution data required for customer SLA reports and the monthly Global Support management report.
- Follow up on the identified change process improvement actions to ensure these are implemented on time and with quality
- Conduct periodic quality reviews and identify quality improvement actions and/or changes to the Change Process document
- Ensure all change process continuous improvement review documentation is saved and the necessary customer and management communications occur as per process
Relevant Work Experience:
- 8+ years related experience in a technology support (service management) environment and/or training; or equivalent combination of education and experience.
Business Understanding:
- Managing and monitoring high tech solutions for customers
- Understanding passenger processing flows including touchless, biometrics and payments
Skills:
- Experience collaborating with software development teams using version control systems and agile methodologies.
- Experience with managing operational support using multi-technology, multi-disciplinary and multi-site teams
- Experience with AWS, Elastic Search
- Service Management experience - ServiceNow
- ITIL processes Incident, Problem, Change, SLA Management, Release Management).
- Experience in software development life cycles
- Excellent written and verbal communication skills
- Awareness of emerging trends and developments in relevant technologies
- Sound time and resource management skills
- Excellent analysis and problem-solving skills.
- Ability to work as part of a multi-disciplinary team
Education:
- Bachelor's or Equivalent Experience
- ITIL certification (recommended)
