SENIOR MANAGER - ENTERPRISE SERVICE MANAGEMENT @ HYDERABAD
Company description
At Vialto we create the connections that build global careers and societies, bridging
Senior Manager, Enterprise Service Management (ESM) In this role you will
In this role you will
Be responsible for driving Change Management processes in association with his/ her US counterpart to support changes pertaining to all Vialto owned applications.
Collaborate with all stakeholders involved including Product Management and Engineering, Infrastructure, and Info Security in defining, building, implementing, validating and even supporting changes post deployment
Be instrumental in governing Technology and Digital (T&D) organization’s Change Approval Board (CAB) and related processes
Be responsible for defining, managing and continually improving Change Processes and ensure all operational SLAs are attained.
Manage overall Process Performance by instrumenting a nimble but progressive governance to monitor progress, outcomes, risks and strategic contribution.
Establish centralized control to integrate localized actions in order to standardize and streamline undertaken ITSM Core Processes
Enable adoption of Agile framework in developing and managing the Change Management Processes
All Vialto applications, products and services will be in the scope of the Change Management owned by Enterprise Service Management (ESM) organization.
T&D Partners and their change processes will also be guided and assisted by the ESM Change Managers
Typically holds a Bachelor's or Master's Degree in Computer Science, Business Administration, or other related field or equivalent work experience.
Typically has prior experience in managing a Service Management Organization, with proven experience in Change Manager role.
Prior experience in managing, driving enterprise CAB activities
Prior experience in performing Risk Assessment and Mitigation Planning due to any proposed application changes
Prior experience in defining, processing, tracking, and managing end-to-end Change Management Metrics/ SLAs
Fair understanding of DevOps/ CI/CD, Cloud .. technology/ framework
Certification requirement (preferred):ITIL Foundational Certification, ServiceNow Change Management Micro-Certification, SAFE PO/ Scrum Master Certification
Experience in ServiceNow especially ITSM modules will be considered as a significant advantage
Over all years experience preferred is 12+ years and 5+years in change management
Context - Accountabilities
Communicates with D&T Directors and Leadership, and other key stakeholders including and Business Partners regarding Enterprise Change Management program strategy, direction and changes as appropriate
Facilitates an enterprise change delivery/ execution process by working with all concerned stakeholders ensuring a successful change
Owns accountability for governing the quality of any Vialto changes planned to release in production ensuring no impact to its business and end-users
Own accountability to manage Process Performances by ensuring Service Levels committed are met
Drives internal and clients service review meetings covering performance, service improvements, quality and processes
Actively contribute to organizations CSI (Continuous Service Improvement) initiatives in conjunction with internal as well as external stakeholders
Enforces Production Assurance Practices ensuring ESM needs for improved availability and performance are taken into consideration for the Change Management process.
Context - Management Dimensions
May be required to undertake direct people management responsibilities - up to 5 Team Members.
Required to undertake coaching and guidance to the Change Management Community to promote best practices in Service Management
Will act as a mentor to the Change Management Community.
Contribute to developing ESM Change Strategies
Facilitate enablement of Change Management Practices in Vialto
Ensures any Risks related to an Application Change is timely mitigated without causing any impacts to Vialto Business
Ensure SLAs are tracked and reported periodically to the stakeholders in conjunction with the Process Owners
Monitors and communicates all Change Events and ensures timely and effective communication of the status including assessment of risks/issues to the stakeholders
Define, implement and operationalize an overarching Framework to ensure predictable outcomes from the Change Management initiatives undertaken by ESM
Define, implement a Resourcing Strategy supporting organizations (ESM) skill needs
Define Quality Metrics to measure, track and report on the quality of the process outcomes
Manage relationship with external as well as internal stakeholders including vendor partners.
Drive ESM Continuous Service Improvement initiatives in conjunction with the Directors and Process Owners
Requirements:
Typically has Bachelor's or Master's Degree in Computer Science, Information Systems, or other related field (or has equivalent work experience).
Must have prior experiencing managing Service Desk, Incident and Problem Management processes for a medium/ large size Service Delivery Platform
Typically have relevant IT and business/industry work experience, including architecture design and deployment, systems lifecycle management, and infrastructure planning and operations.
Leadership experience in managing multiple, large, cross-functional teams or projects.
Requires financial acumen in terms of monitoring, controlling and reporting budget expenditure.
ITIL certifications is preferred
5+ years as Change manager
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