Description
Manage the development and implementation process of a specific company product.
Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.
ResponsibilitiesJob Description (Key Elements)
A highly experienced IT Service Management professional with 10+ years of hands-on knowledge and skills in designing, implementing and continuously enhancing key service processes – particularly Change and Problem management. In this role, we require the individual to be highly skilled in managing and leading high quality service management operations, data analysis, process improvement, business continuity planning, process governance, Risk and Compliance, as well as business service and relationship management. The role will focus and assist in establishing excellent rapport with IT and business teams providing a healthy, productive and efficient work environment, aligned with strategic business goals and management commitments and expectations.
A key factor required for this role is experience in managing ITSM (Change and Problem Management in particular) in Cloud/Dev Ops environments
Daily duties:
- Create process flows, RACI charts, work breakdown instructions, governance policies for Cloud/DevOps environment where Infrastructure-as-Code and software is managed using a CI/CD methodology
- Create policies and procedures for IT and non-IT areas
- Create analytical reports with insights to drive continuous improvement for all processes
- Document processes and interlocks related to overall business service management
- Lead process improvement initiatives utilizing Agile methodology, including performing gap analysis for ITIL process improvement
- Develop metrics for the overall Service Management processes with a focus on Change and Problem Management
- Perform daily governance operations for Change and Problem management
- Drive Service Management meetings with development and infrastructure groups
- Investigate change history for non-compliance with published processes using KPIs
- Develop training and reference documents and templates and publish them in a repository (e.g. Confluence)
- Define and publish Service Management process guides and track adoption of processes in day-day operations
- Perform daily Problem Management activities (i.e. Post Incident Review, Root Cause and effectively manage and drive implementation of Corrective & Preventive Actions )
- Document and implement problem process and CAPA effectiveness utilizing combination of modern collaboration tools such as JIRA, Confluence, and Slack etc.
- Advise infrastructure and business technical teams and existing Service Delivery teams on best practices in the areas of Problem and Change management (with a specific focus on managing these processes in a Cloud and DevOps environment)
Certifications/education:
- Bachelors degree in Computer Science, Engineering or related subject
- Certified ITIL Practitioner (V3, 4)
- Experience implementing and managing Agile/Scrum methodology (e.g. using JIRA in a service-focused organization)
- Project/Program Management experience (e.g. PMP, Prince2, PgMP)
- Knowledge and experience of implementing continuous service process improvements utilizing Balanced Scorecard, CMMI, Lean Six Sigma, COBIT etc.