The Opportunity:We're looking for a Manager, Technology Change Control to join our Technology Operations & Support Partners Team.
Reporting to the Director- Service Delivery & Ops Governance, the Manager, Technology Change Control is responsible for overall Technology Change Control process effectiveness, leading continuous process improvement, and process performance tracking in alignment with business objectives. Acts as a facilitator, responsible for the overall change control process. This position will also be responsible for running and managing releases of critical applications and overseeing the underlying process and policies.
Who you are:- Service - You put your clients' needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
- Execution - You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- Collaboration - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
- Leadership - You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members
What your day looks like:- Own, set up and maintain the IT change control process and responsible for tools including automation for Change Advisory Board approval process. Plan, schedule and chair IT Change Advisory Board meetings
- Manage all IT changes to production environments including applications, operating system and software changes. Accepts, prioritizes, and categorizes change requests. This also includes changes driven by vendors, partners and service providers. Manage the change portfolio; identify & address issues as they arise
- Act as the central point of contact for requests for any change to IT production environments
- Create, design, and review standard operating change procedure documentation, communication, reporting, monitoring, and audit requirements. Define change templates to pre-fill standard changes to save time, workflows to execute process and success factors and metrics
- Ensure all changes are recorded, properly reviewed including an accurate risk assessment and impact analysis and managed in a controlled method
- Run the release cycle for critical applications when needed. Ensure all release packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate
- Document Release and change policies and procedures for continual improvements
- Assess change readiness and identify key stakeholders that may need to be in the IT CAB meeting
- Run the emergency and regular CAB end to end from an accountability perspective. Update the change log with progress updates, including any actions to correct problems and/or to take opportunities to improve service quality
- Ensure that documentation is accurate and complete, meets audit requirements and support internal and external audits
- Provide extensive reporting, metrics, statics, Key Performance Indicators (KPI's)/Key Risk Indicators (KRI's) to IT Leadership
- Produce quality metrics for change control statistics and leverage performance measurements to continually improve the change control process
- Train all applicable staff on the change control process, ensuring changes are communicated to all impacted areas/teams
- Hold others accountable for change execution. Working in a cross functional environment, managing sponsor expectations, and vendor deliverables in changes
RequirementsYour experience and skills:- 7+ years of experience in Service Delivery, IT service management
- 3+ years of experience in a managerial/ leadership role
- The Change and Release manager needs to be efficient in running critical, major and minor changes as well as releases in the organization
- Accountable for all changes and their outcomes, work closely with stakeholders, and able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial
- Creative person who can demonstrate innovative improvements across a broad spectrum of activities
- Reviews change requests for completeness, encompassing documentation, approvals, and post-implementation review
- Strong team player with the ability to take ownership of work
- ITIL knowledge of Change, Release and Incident management framework. ITIL certification is preferred
- Highly developed analytical, problem solving, organizational and time management skills
- Ability to communicate effectively both orally and in writing using technical terms with members from various teams across the organization, adapting easily to changing priorities and needs, and working on multiple projects with tight, sometimes conflicting deadlines are required
- Advanced knowledge of software development, lifecycle, Agile structure, ITIL processes
- Demonstrated customer service, client relations and team leadership skills are required
- Experience working in an Agile environment
- Project Management, Knowledge of ServiceDesk/Servicenow, Azure DevOps, Sharepoint and application development lifecycle experience an asset
- Must be able to work independently with minimum supervision. Requires exceptional organizational skills, problem solving skills, and flexibility in changing priorities
- Be a team player with the ability to share knowledge and develop colleagues for the overall benefit of the team and organization
- Fluent communication skills in English are required and bilingual skills in French are an asset
BenefitsWhy Aviso?At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
SalaryThis position is posted with an expected salary range of $115,000- $125,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.
