Summary: The Manager,IT Service Delivery is responsible for the day-to-day execution of the ITchange management and release management processes. The goal of changemanagement is primarily a risk management control to prevent unauthorizedchanges to technical systems and services which could result in unplannedbusiness outages, deviation from standards or difficulty supporting day-to-dayoperations. The goal of release management is scheduling, coordinating andmanagement of software releases, for multiple applications, through differentstages and environments; including testing and deployment. The ideal candidatewill be expected to manage the IT change and release management processes aswell be available for off-hour support managing communications related to thejob functions as necessary.
BS/BA degree in related field.
5+ years' experience in enterprise IT change,release and configuration management.
System analysis and project management experience isrelevant as well.
Solid understanding of project management principles andsoftware development lifecycle(SDLC) principals preferred.
Expert level knowledge of IT Service Management principles,best practices and frameworks such as ITIL, COBIT and MOF.
Critical thinking and problem solving abilities.
In-depth analysis, reporting and documentation skills.
Ability to effectively monitor and implement continuousimprovement in the areas of change, and release management.
Ability to document and communicate complex concepts in auser-friendly and audience-appropriate fashion to all levels of theorganization from line level to management and executive teams.
Experience building and fostering coalitions to enablecooperation across multiple teams and domains to resolve complex problems andimprove processes.
Proven interpersonal and verbal communication skills arerequired including excellent customer relationship skills.
Strong organizational skills and attention to detail;ability to manage multiple projects with competing demands for resources.
Comfortable leading and facilitating meetings viavideo/audio conferencing or other communication tools.
Proficiency with the Microsoft Office suite of products.