Summary:
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:
1. Accountable for analyzing change records to determine trends or apparent issues that occurred.
2. Based on the analysis identify process improvement opportunities (continual service improvement)
3. Governance for changes through the change management lifecycle, including process compliance and assisting in the mitigation of conflicts or escalations associated with changes
4. Fulfills the Approval Authority Facilitator role, when required
5. Responsible for maintaining and communicating the change schedule
6. Responsible for conducting a post implementation review, when required
7. Recommendation of normal changes as standard change candidates
8. Reviews and closes completed change or recommends the appropriate closure codes, when require
9. Manages the interdependencies identified for a particular change request
10. 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
11. Documents and communicates CAB (and other review meeting such as technical or financial advisory board) agenda and subsequent minutes, when required
12. Updates change records based on meeting reviews (TAB, CAB, etc.)
13. Single point of contact for escalations from the Change Implementer
14. Responsible for the documentation and approval of standard change candidates as standard changes
Key deliverables/measures:
15. Change Management Process mailbox is well organised and up to date
16. All Changes are correctly categorized, verified and dispatched
17. Ensure all Changes are approved
18. Where applicable CAB/TAB agenda is prepared, CAB/TAB meeting is chaired and meeting minutes produced
19. Change Schedule is produced, up to date and made available to stakeholders
20. Ensures Post Implementation Reviews are done for Failed, Emergency and percentage of Successful Changes
21. 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:
22. Ensures the overall effectiveness and execution of the process for a Customer
23. Ensures the creation and maintenance of account process documentation– where applicable
24. Obtains approvals from Regional Process Leads for process documentation
25. Ensures the process is defined, documented, maintained, communicated and trained at an account level
26. Ensures the tools and roles are implemented within the account to sufficiently support the process in line with Global Standards
27. Ensures compliance with processes, policies, standards and best practices for a Customer
28. Collects and reports account process Key Performance Indicators (KPIs) and process compliance measures
29. Reviews reports, creates actions plans, and initiates improvement programs as required
30. Manages account process improvement programs through the formation and coordination of an account process team, made up of individuals performing operational process roles
31. Member of the regional Community of Practice in which the account is based
32. Obtains approval of global process enhancements at an account level
33. Cascades global process enhancements and improvements into an account
34. Manages and maintains a list of process roles for the account
35. Escalates process issues to Global Process Leadership Team as appropriate
36. Maintain an account process SharePoint site that contains at a minimum (Account process documentation; Meeting documentation; Metrics; Contacts List)
37. Verify the process related activities within the on-boarding checklist are completed
Key deliverables/measures:
38. No escalation from Account/Customer about authorization of Changes done by DXC Change Manager
39. Account Process Documentand related documentation are available and up to date
40. Process and related documentation aligned as close as possible to Global Standards
41. Able to answer majority of Change Management process specific questions
42. Change Manager recognized by ADL/ARL/Delivery teams as a key contributor to process issues resolution
43. All Changes causing Incidents have Post Implementation Review completed and an agreed action plan executed as planned
44. Account action list/continuous improvement plan exists, is acted upon and kept up to date
45. Regular Account Change Management trainings organized and formally tracked
Working relationships:
Internal:
46. Delivery Teams
47. Counterparts from other Process Areas
48. Account Run Lead (ARLs)
49. Regional SM ChgM and RlsM Process Lead, Subject Matter Experts and Process Owners
50. On-Boarding Team
51. Internal auditors
External:
52. Customer personnel involved in Change Management process roles
53. External auditors
Education (degree) and professional experience required:
54. University Degree
55. Relevant industry experience is considered an advantage
56. Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
Technical Skills:
57. ITIL expertise: ITIL 4 certification is considered an advantage
58. Process Tool(s): understanding or knowledge of toolssupporting the process, e.g. ServiceNow, Service Manager
59. Process & Quality Management: the act of planning and monitoring the performance of a process
60. Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements
61. Data Analysis: transforming data to extracting information and draw conclusions
62. Problem Resolution: ability to resolve escalation issues or problems
63. Risk Management: identification and management or mitigation of risks
64. General Project Management
65. Business Analysis
66. General Financial Management
67. English Spoken and Written Skills: ability to communicate and make himself/herself understood verbally and in writing
68. Business and Organizational knowledge
69. Service Portfolio Knowledge
70. MS Office
Soft Skills:
71. Communication: ability to effectively communicate thoughts and messages to others in various mediums (presentations, emails, etc.)
72. Structure thinking: ability to work in a structured way
73. Customer Focus: ability to put the customers’ needs first
74. Diplomacy: ability to manage teams or people with tact
75. Diversity: ability to understand and integrate diverse opinions