Change Manager - Service Management

Change Manager - Service Management

Business Title Change Manager - Service Management
Requisition No. 58855BR
Category Tech - IT / Operations
Subsidiary PayPal
Position Area US - Nebraska - Omaha
Position Location Omaha Nebraska
Shift Day
Primary Job Responsibilities







IT Change Manager - Service Management




eBay Inc.’s Global Corporate Technology (GCT) team is looking for a Change Manager of IT Service Management to take a leading role in the maturing of our Change and Release Management activities. In this role, you will be asked to wear multiple hats with the goal of ensuring the successful transition of services into operations via an agreed governance framework and driving customer satisfaction through the implementation and management of a continued service improvement program that you will help implement. We are looking for a results-driven, confident decision maker to implement, improve and mature our Change and Release Management processes. A leader who enables and influences innovative change across the business, a person known as a catalyst for success. The person must have a proven track record for delivering process improvements that resonate with their customer. They must demonstrate a proven history of customer engagement and working across teams to drive solutions. The work requires close collaboration with members of the IT management teams.
Primary Responsibilities Include:

* Ensures teams follow GCT’s established policies and procedures for changes and releases

* Ensures business sign-off on releases and acceptance of changes

* Takes responsibility for the research and development of the change and release management programs ensuring the best fit for GCT

* Reduces the impact of change on the business

* Ensures high quality releases are implemented effectively and efficiently

* Provides repeatable processes for handling changes and rolling out releases

* Ensures changes are made quickly and accurately in line with business needs

* Ensures all changes are recorded, risk assessed, categorized, prioritized, planned, tested, validated, released, documented, and reviewed in a controlled and standard manner

* Receives, logs and allocates a priority in collaboration with the initiator, to all Requests For Change (RFCs)

* Rejects any RFCs that are totally impractical or incomplete

* Tables all RFCs for a Change Advisory Board (CAB), creates agenda and circulates all RFCs to CAB members in advance of CAB meetings to allow proper consideration

* Chairs all CAB and Emergency CAB meetings deciding the necessary attendees for each CAB meeting and the team(s) responsible for each change

* Ensures no change comes before the CAB that doesn’t have proper documentation of the implementation plan, back-out plan, and the post implementation test and validation plan

* After consideration of the advice given by the CAB or ECAB, authorizes acceptable changes

* Responsible for maintaining and publishing the Forward Schedule of Change

* Manages the progress of changes including any actions to correct problems and/or take opportunities to improve service quality

* Ensures proper release testing and validation based on predefined test and acceptance criteria

* Signs off the release package of changes for implementation

* Ensures proper communication, preparation and training for the business and IT for all releases

* Reviews and closes all implemented changes that achieved their objectives and refers back any that have been backed out or have failed to meet objectives

* Works with Incident Management and the various Help Desk teams to identify and link any incidents to the changes that caused them for tracking, remediation, and reporting purposes

* Analyzes changes to determine any trends or apparent problems and seeks rectification with responsible parties

* Produces regular and accurate management reports

* Audits hardware and software before and after the implementation of the release package of changes

* Collaborates with technical teams to identify, rollback and ultimately eliminate unauthorized changes

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Job Requirements
Global, Cross-organizational Operations

* Experience functioning successfully in a 24/7, high tech, time driven operations environment

* Technical capability sufficient to manage and deliver technical projects, resolve high-level technical issues and understand technical opportunities

* Established background in technology management, business and project prioritization, strategic development, cross-organizational communication, project management, crisis management, risk mitigation, and pragmatic process implementation.

* Ability to make rapid decisions on little data when necessary, and perform deep analysis when appropriate.

* Track record of successfully delivering IT solutions across a range of business areas

* Experience collaborating with IT infrastructure and application teams to troubleshoot technical issues, identify root cause and implement changes to remediate or eliminate the issue.

Maturing Service Management

* Must have experience defining and implementing Change and Release Management processes and solutions across a large, global organization.

* Experience with successful interface creation and growth with other processes and process owners

* Experience defining, implementing, and maturing Integrated workflow tools

* Experience executing processes without an integrated workflow tool

* Proven ability to build successful business cases

* ITIL certification is required and certification in the ITIL Transition Lifecycle or the ITIL Release, Control and Validation Capability Certification is highly desirable

* Six Sigma certification is highly desirable

* Exposure to SOX or COBIT compliance is desirable

Management and Leadership

* Significant experience with multiple resource models including domestic, offshore, onshore and multi-country teams

* On the ground experience managing Change and Release Management programs)


Education Bachelors Degree or Equivalent