IT Service Delivery Change Manager | Process Improvement Manager

Position: IT Service Delivery Change Manager | Process Improvement Manager

Location: Austin, TX - Hybrid

Duration: 12 Months

Job Description:

Worker will do:

• Own the Enterprise Change Management process for TxDOT ITD; defining goals and core requirements of the process; accountable for process adherence, process execution and continual process improvements
• Partner with other process owners to coordinate and facilitate effective processes that Change impacts such as the asset tracking tools, incident tickets, etc.
• Serve as the TxDOT ITD oversight for Change Advisory Board (CAB) meetings.
• Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt.
• Escalate any Changes which are damaging the quality of the services.
• Ensure all Changes comply with process controls.

Key responsibilities:

• Ensure quality of tickets (e.g. that they have agreed to elements).
• Ensure that Change implementation risks are understood in order to increase successful implementation at the first attempt.
• Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholders.
• Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling.
• Oversee and confirm process whereby CAB meeting agenda and notes are captured and issued to participants in a timely manner.
• Track implementation progress and report back to all parties.
• Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability.
• Oversee that Configuration Items (CI) are linked to the Change.
• Assist in arbitration of Change queries as needed in partnership with contracted vendor.
• Oversee approvals process is working effectively and appropriate approvers are in the workflow.
• Oversee change related documentation for quality and consistency.
• Oversee the documentation on change tickets and perform quality assurance and assessments for effectiveness.
• Ensure all impacted / interested parties are informed throughout the Change lifecycle.
• Take personal control of Emergency and Expedited Changes.
• Participate in Post Implementation Review meetings (as needed basis).
• Manage any follow-up actions identified from Post Implementation Reviews (as needed basis).
• Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate).
• Conduct training related to this area as needed and appropriate, in partnership with contracted vendor.

Minimum Years of Experience, Skills, and Qualifications:

Years Skills/Experience:

• Must have an understanding of ServiceNow tool, processes, and reporting.
• Acted in a change management capacity in an IT service delivery function.
• Remain calm under pressure; be able to prioritize their work-load and multi-task.
• Is driven and personally invested in ensuring that participants in the Change Management process enable the processes value objectives are met.
• Experience in the use of KPIs to track trends and drive behavior.
• Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA’s.
• Experience with IT Service Management, ITIL practices.

Preferred Skills and Qualifications:

• Strong verbal and written communication skills.
• Demonstrated analytical thinker.
• Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment.
• Have the ability to quickly establish credibility with the delivery teams (internal and external).
• Experience with IT Service Management, ITIL practices.
• Acted in a change management capacity in an IT service delivery function.
• ITIL Foundations or ITIL Practitioners Certification.