Change Manager

2 weeks ago

Erskine, Renfrewshire, United Kingdom GBA5 EntServ UK Limited Full time
Job Title: Change Manager

Job Summary:

The Change Manager plays a critical role in ensuring the effective management of changes across accounts, ensuring 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.

Key Responsibilities:

  • Manage changes through the lifecycle in compliance with the process.
  • Ensure the overall effectiveness and execution of the process for a Customer.
  • Ensure the creation and maintenance of account process documentation– where applicable.
  • Obtain approvals from Regional Process Leads for process documentation.
  • Ensure the process is defined, documented, maintained, communicated and trained at an account level.
  • Ensure the tools and roles are implemented within the account to sufficiently support the process in line with Global Standards.
  • Ensure compliance with processes, policies, standards and best practices for a Customer.
  • Collect and report account process Key Performance Indicators (KPIs) and process compliance measures.
  • Reviews reports, creates actions plans, and initiates improvement programs as required.
  • Manage 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.
  • Obtain approval of global process enhancements at an account level.
  • Cascade global process enhancements and improvements into an account.
  • Manage and maintain a list of process roles for the account.
  • Escalate 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.

Requirements:

  • 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 toolssupporting 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.

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