ITSM Change Manager at Altron Bytes Systems Integration

Job Description

Description of responsibilities:

• Managing the quality of the enterprise production environment by overseeing all release and roll-out planning activities and ensuring that the releases are authorized via the change management process.
• Controlling all requests for changes to be made to or in a production environment by ensuring that all changes are properly planned (via the release management processes), tested, approved and implemented according to the tested procedures and relevant business rules.
• Maintaining the change and release calendar (forward schedule of changes) for year n +1.
• Assume ownership to ensure a functional, effective and efficient Change and Release Management process across clients, service lines and locations.
• Chair the relevant change advisory boards (CAB), being either internal (active participant) or client (chair) meetings.
• Ensure effective Service Level Agreement (SLA) reporting and producing the required management information (on time) within area of responsibility.
• Ensure defined service level expectations are managed and met.
• Ensure customer satisfaction through the building of positive working relationships and continued customer engagement.
• Responsible for the adherence to and application of the Good Practice frameworks (such as ITIL and COBIT) within area of responsibility.
• Accept accountability to operate a continuous improvement process to initiate process and procedural improvements within area of responsibility.
• Monitor the overall Change and Release Management Processes against key performance indicators in order to evaluate process quality.
• Monitor conformance to the change and release management processes, and provide necessary training where required and escalate non-conformance accordingly.

Qualifications and Experience:

• Matric is compulsory.
• Detailed understanding of the complete ITIL V4 best practice framework is compulsory.
• Successful completion of the ITIL V4 Foundation certification exam is compulsory.
• Successful completion of the ITIL V4 Change and Release Management (CRM) certification exam is compulsory.
• A proven track record of experience in the IT industry is critical.
• Understanding the influence of service transition and operation services on successful service delivery is critical.
• Proven knowledge and experience in IT Operations will be an advantage.
• Project Management and Management Accounting experience is an advantage.
• Available to co-ordinate releases into production, by working irregular hours as defined in the release plans.