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Professional 1 Service Delivery Coordinator
1 week ago
The Change Manager will be expected to deliver:
- Acts as the account representative for Change Management.
- Ensure that the delivery of the Change Management service meets highest quality and competency.
- Own and chair the Change Advisory Board (CAB).
- Represent Change Management in the Daily Service Review (DSR) and other account forums.
- Drive the Operational & Service Management organizations to minimize the impact of changes to services inline with account SLA's and KPI's.
- Regularly review Change Management metrics with service and account management to identify and deliver improvement.
- Adhere to any account specific requirements, including contractual, regulatory, security & compliance and local operations as defined in the engagement specific account supplement.
- Interact with Incident Management, Problem Management, Availability Management, IT Service Continuity Management, Service Level Management, Release Management, Configuration Management and other operational team as necessary, to ensure that RFCs are fully assessed, and any associated risks are understood.
- Participate and contribute in Problem Management regarding failed changes.
- Own the Forward Schedule of Change (FSC), Projected Service Outage (PSO) and Change Calendar.
- Where required act as key interface to the Client on all matters relating to Change Management.
- Deliver and lead the Change Management process.
- Identify improvement opportunities and drive ongoing improvement programs related to Change Management.
- Support and assist in communication plan requirements.
- Support and deliver Change Management service training.
- Support and engage GDN leaders and Lead Change Managers on Change Management opportunities and improvement.
- Change Management Meetings
- Attend and minute regular Service Delivery review meetings with GDNs
- Attend and minute Change Advisory Board Meetings
Contractual
- Service Levels
- Provide Change Management input to Service Level information where required
- General
- Own and communicate Change Management processes to CSC's clients and CSC personnel
- Project Management
- Perform project tasks as assigned, internal to Change Management only
Skills:
Technical Skills
- Infrastructure
- Applications
- Network Connectivity
- Server/Midrange/Mainframe Infrastructure
- Business Knowledge
- Change Management
- Indepth Change Management process knowledge
- Change Management
- Forward Schedule of Change (FSC).
- Projected Service Outage (PSO).
- Change Calendar.
- Change Advisory Board (CAB) reports and minutes.
- Daily Service Review (DSR) reporting.
- Change Management
- Ongoing configuration of the Change Management toolsets for prescribed accounts.
- Reports and Scorecards.
- Risk Analysis.
- Process and Service Improvements.
- Problem Records.
- Technical assimilation with a range of technologies including Networks, Wintel, Unix and Midrange servers
- Advanced user skills for MS-Excel, MS-Word, Lotus Notes, PowerPoint
- A solid understanding the ITIL Change Management Process.
- Experience and knowledge of Change Management principles, methodologies and tools.
- ITIL V3 Foundation Certified or ITIL V3 Intermediate Certification
- Exposure to Global environment and teams.
- 5 years Business and/or Operational roles
- IT Service Management toolset exposure
- Working toward ITIL expert qualification
- Familiarity with project management approaches.
Strong communication skills:
verbal, written, presentation and facilitation
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