Change Management and Operation Acceptance Lead

Job Description

• Responsible for a standardized process that fits the requirements of the organization and is measurable.
• Responsible for the CAB agenda, weekly RFC review prior to CAB, successful management of weekly CAB meetings, and Change compliance controls.
• Responsible for the design of Key Performance Indicators (KPIs).
• Act as the expert for Change.
• Responsible for the design and execution of Operational Acceptance through the change process to ensure modified and new services are transitioned successfully into business-as-usual support.

Requirements:

• Previous management of ITIL process areas.
• Minimum 5 years experience in an ITIL role in a global organization.
• Ownership of ITSM processes at the enterprise level
• Retain neutral position during process design, reporting, and continuous improvement
• Propagate culture of excellence
• ITSM Subject Matter Expertise in a global support operating environment.
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Proven ability to identify and customize industry best practices to fit the organization.
• Strong analytical qualities with an eye for details
• Semi-technical Proficiency and Strong soft skills
• Ability to be decisive in articulating process accountability, failure to process adherence, review feedback, and analysis decisions driving appropriate CAB member votes
• Strong understanding of Key Performance Indicators (KPIs) and how they impact operational performance
• Intimate understanding of the financial trade-off of Key Performance Indicators (KPIs)
• Previous change process ownership in a global hybrid support model with matrixed outsourced and insourced resources.
• Previous configuration management to process ownership in a global environment using matrixed resources.
• Demonstrated ability to apply governance, regulatory/legal, and financial constraints to incident and request processes.
• Balance the interest of the enterprise and operational design in continuous improvement activities.