Change Manager

Summary: This role is onsite in Erskine (Scotland)

The Change and Release Management is a major contributor to the Service Management mission by ensuring standard Change Management and Release Management processes are used across accounts, providing consistent quality of Change implementation and Release deployment, while meeting scheduled dates and SLAs with no business disruption due to Change implementation or Release deployment.

Job Responsibilities:

The Change Manager is accountable for managing changes through the lifecycle in compliance with the process. The Service Management organization is the primary organization that fulfills this role. The individual performing this role may also be performing the role of Approval Authority and is responsible for all decisions regarding the compliance of a change to the change management process.

Process Execution:

This section details the operational activities performed by individuals performing this role

Activities:

• Accountable for analyzing change records to determine trends or apparent issues that occurred.
• Based on the analysis identify process improvement opportunities (continual service improvement)
• Governance for changes through the change management lifecycle, including process compliance and assisting in the mitigation of conflicts or escalations associated with changes
• Fulfills the Approval Authority Facilitator role, when required
• Responsible for maintaining and communicating the change schedule
• Responsible for conducting a post implementation review, when required
• Recommendation of normal changes as standard change candidates
• Reviews and closes completed change or recommends the appropriate closure codes, when require
• Manages the interdependencies identified for a particular change request
• Evaluates the change plans for completeness prior to change advisory board (CAB) review. This includes validating that all documentation and information associated with the various phases of the change are complete and available
• Documents and communicates CAB (and other review meeting such as technical or financial advisory board) agenda and subsequent minutes, when required
• Updates change records based on meeting reviews (TAB, CAB, etc.)
• Single point of contact for escalations from the Change Implementer
• Responsible for the documentation and approval of standard change candidates as standard changes

Key deliverables/measures:

• Change Management Process mailbox is well organised and up to date
• All Changes are correctly categorized, verified and dispatched
• Ensure all Changes are approved
• Where applicable CAB/TAB agenda is prepared, CAB/TAB meeting is chaired and meeting minutes produced
• Change Schedule is produced, up to date and made available to stakeholders
• Ensures Post Implementation Reviews are done for Failed, Emergency and percentage of Successful Changes
• Major Changes are being reported as per global process

Process Governance and Ownership:

This section details the governance activities, process documentation ownership and maintenance and related improvement activities performed by individuals performing this role

Activities:

• Ensures the overall effectiveness and execution of the process for a Customer
• Ensures the creation and maintenance of account process documentation– where applicable
• Obtains approvals from Regional Process Leads for process documentation
• Ensures the process is defined, documented, maintained, communicated and trained at an account level
• Ensures the tools and roles are implemented within the account to sufficiently support the process in line with Global Standards
• Ensures compliance with processes, policies, standards and best practices for a Customer
• Collects and reports account process Key Performance Indicators (KPIs) and process compliance measures
• Reviews reports, creates actions plans, and initiates improvement programs as required
• Manages account process improvement programs through the formation and coordination of an account process team, made up of individuals performing operational process roles
• Member of the regional Community of Practice in which the account is based
• Obtains approval of global process enhancements at an account level
• Cascades global process enhancements and improvements into an account
• Manages and maintains a list of process roles for the account
• Escalates process issues to Global Process Leadership Team as appropriate
• Maintain an account process SharePoint site that contains at a minimum (Account process documentation; Meeting documentation; Metrics; Contacts List)
• Verify the process related activities within the on-boarding checklist are completed

Key deliverables/measures:

• No escalation from Account/Customer about authorization of Changes done by DXC Change Manager
• Account Process Document and related documentation are available and up to date
• Process and related documentation aligned as close as possible to Global Standards
• Able to answer majority of Change Management process specific questions
• Change Manager recognized by ADL/ARL/Delivery teams as a key contributor to process issues resolution
• All Changes causing Incidents have Post Implementation Review completed and an agreed action plan executed as planned
• Account action list/continuous improvement plan exists, is acted upon and kept up to date
• Regular Account Change Management trainings organized and formally tracked

Working relationships:

Internal:

• Delivery Teams
• Counterparts from other Process Areas
• Account Run Lead (ARLs)
• Regional SM ChgM and RlsM Process Lead, Subject Matter Experts and Process Owners
• On-Boarding Team
• Internal auditors

External:

• Customer personnel involved in Change Management process roles
• External auditors

Education (degree) and professional experience required:

• University Degree
• Relevant industry experience is considered an advantage
• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe

Technical Skills:

• ITIL expertise: ITIL 4 certification is considered an advantage
• Process Tool(s): understanding or knowledge of tools supporting the process, e.g. ServiceNow, Service Manager
• Process & Quality Management: the act of planning and monitoring the performance of a process
• Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements
• Data Analysis: transforming data to extracting information and draw conclusions
• Problem Resolution: ability to resolve escalation issues or problems
• Risk Management: identification and management or mitigation of risks
• General Project Management
• Business Analysis
• General Financial Management
• English Spoken and Written Skills: ability to communicate and make himself/herself understood verbally and in writing
• Business and Organizational knowledge
• Service Portfolio Knowledge
• MS Office

Soft Skills:

• Communication: ability to effectively communicate thoughts and messages to others in various mediums (presentations, emails, etc.)
• Structure thinking: ability to work in a structured way
• Customer Focus: ability to put the customers’ needs first
• Diplomacy: ability to manage teams or people with tact
• Diversity: ability to understand and integrate diverse opinions