Process Improvement Manager 3

Job Title: Process Improvement Manager 3

Job Location: Austin TX (Hybrid)

Duration: 6 Month Contract with possibility to extension

Job Description:

Worker will

• Own the Enterprise Change Management process for Client ITD; defining goals and core requirements of the process; accountable for process adherence process 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 Client 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 backout 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 followup actions identified from Post Implementation Reviews (as needed basis)
• Create and distribute daily weekly and adhoc reports (as needed and appropriate)
• Conduct training related to this area as needed and appropriate in partnership with contracted vendors

Minimum Yrs of Experience Skills and Qualifications:

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

Preferred Skills and Qualifications:

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