Change Manager
il y a 1 semaine
The Transatel Change Manager role is responsible for ensuring that changes and version releases of applications, services, and infrastructure into the live Transatel production environment are risk-minimized, controlled, and properly communicated both internally and to our Clients or Partners.
Main Responsibilities:- Manage requests for changes raised by operational teams, including creation of tickets, planning, approval, and successful change tracking.
- Ensure minimum impact to service performance.
- Manage the end-to-end change process based on ITIL Change Management methodology and tools.
- Manage the Change Advisory Board (CAB) with relevant stakeholders.
- Manage internal and external communication, including change notes towards our Clients and Partners.
- Act as the single point of contact for all teams' members on the Change Management Process.
- Provide regular reports on the Change Management efficiency (KPIs).
- Continuously improve the Change Management process, working with all concerned teams.
- Document and maintain the Change Management policy, processes, and standards.
- Analyze change requests to ensure they are safe and fit for purpose, including comprehensive analysis of risk, business impact, and continuity.
- Ensure all changes are logged on the Transatel ITSM (JIRA tool).
- Challenge requests for change to ensure that the change is robust and that the impact on and risk to the organization is minimal.
- Manage, review, amend, and close requests for changes.
- Ensure that the entire organization complies with all Transatel Change Management policies and procedures.
- Provide, develop, and share Change Management reports (pre-defined KPIs and propose new KPIs).
- Establish, own, and chair the Change Advisory Board (CAB) and the Emergency Change Advisory Boards (ECABs).
- Document, implement, manage, and monitor the Release Management policies and processes together with Operational Managers.
- Implement and monitor improvement action plans, together with Operational Managers, Incident Managers, and Service Managers.
- Design and implement standard change procedures for the distribution and installation of patches and other routine tasks together with Operations Managers.
- Document, implement, manage the Communication processes for external communication with Clients and Partners.
The post holder will work closely with internal and external stakeholders at all levels, but especially with Operations Teams (managers and experts), Client Service Managers, Incident Managers, and Project Managers. Developing and maintaining close working relationships with other managers and technical staff is crucial in this role.
The role includes important communication towards our Clients: each major/critical change going through CAB or ECAB must be communicated to various ranges of Clients.
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