The role of Change Manager is to provide a single point of contact and is responsible for coordinating all change functions within HDS IT. He/She will ensure all changes are executed in a standardized manner in relation to a organizations policies, procedures and plans while ensuring minimal impact upon customers. The Change Manager must use appropriate authority and define standard changes.
Responding to RfCs from internal IT.
Ensuring all changes are placed into one of the following categories: standard, normal or emergency changes, and are managed appropriately.
All changes must be recorded, risk assessed, categorized, prioritized, planned, tested, evaluated, released, documented and reviewed in a controlled and standard manner.
Developing a Change Management process model for the role of Change Manager.
Ensuring the Change Management process is fit for purpose.
Ensuring process description meets objectives.
Sponsorship, design, and continual improvement of the process and its metrics.
Holding and chairing CAB meetings as appropriate.
Receiving, logging and managing all RfCs according to the Change Management process.
Collecting necessary information from CABs to authorize changes.
Issuing Change schedules in relation to each IT service and holds all necessary stakeholders updated .
Managing Post Implementation Reviews (PIRs).
Producing appropriate management reports.
Number of changes that comply with customer strategy
Reduction of number of unplanned changes
Reduction of unplanned service outages
Reduction of change roll backs
Reduction of number of incidents after approved changes
Skills and qualifications:
5+ years related experience
A solid understanding of how people go through a change and the change process; experience with HP Service Manager 9 is a plus.
Experience and knowledge of change management principles and methodologies
Familiarity with project management approaches, tools and phases of the project lifecycle.
Exceptional communication skills – both written and verbal.
Able to work effectively at all levels in an organization.
Excellent active listening skills.
Problem solving and root cause identification skills.
Strong analytic and decision making abilities.
Must be a team player and able to work with and through others.
Ability to influence others and move toward a common vision or goal.
Leading and supporting the Change Management team “CAB”.
Motivate the employees you work with. Help them thrive in a challenging work environment.
Understanding the full scope of the Change Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Formal Education & Certification:
College diploma or university degree in the field of computer science, information systems, or computer engineering
ITIL version 3 certification
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