We are currently seeking a Change Manager who is looking for an exciting and challenging career with Accenture - an employer that enables you to make a real difference.
What's in it for you?
Choose Accenture for a career, where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your expertise working with the best people worldwide in a dynamic, team-focused environment. The only place where you can use your skills to provide high-quality, long-term services for our Global Fortune 500 clients, helping them achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.
We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster to help tailor your career plan. On top of this, we have an extensive benefits package which includes 25 days vacation per year, a gym subsidy, private medical insurance and 3 extra days leave per year for charitable work of your choice.
The Role
The Change Manager oversees the day-to-day execution of the IT change management (ITCM) process and policy across the Programme. This includes auditing policy compliance, championing procedural participation, reporting effectiveness in key performance indicator (KPI) and metrics attainment, analyzing process improvement, and communicating on a thorough and consistent basis throughout the Programme.
The Change Manager champions, monitors and enforces established change management procedures that are specific to request-for-change (RFC) control of the production environment. He or she provides support to domain-specific change management resources in various locations, business areas and departments, as well as for subcontractors, vendors and customers, by coordinating approved change requests and integrating them with configuration and release management procedures.
Main Activities / Tasks:
Functions as the day-to-day-operations subject matter expert in ITCM
Acts as policy guardian for the change management process, including responsibility for standards issuance and revision of procedures or forms, as appropriate
Coordinates daily ITCM activities across the IT organization
Creates standard procedures for the issuance and approval of standards documents
Leads or participates in all change advisory boards (CABs) through the RFC process life cycle, including the emergency CAB (ECAB), National CAN (NCAB) and the NME CAB.
Reviews change requests for completeness and quality, from documentation to post-implementation review
Audits to ensure that change implementers are updating change records accurately and in a timely way
Provides final approval as prescribed by the process policy
Produces, oversees and controls the change schedule
Negotiates scheduling conflicts based on business priorities
Arranges/facilitates appropriate change management team meetings
Arranges and facilitates appropriate post-implementation review activities for changes, as prescribed by the process policy
Acts as a focal point for complaints and suggestions
Participates in incident and problem analysis for possible consequences of a change and its implementation
Monitors trends and reports on change management process metrics
Communicates modifications to the change management community
Provides training on the change management process
Manages standard or preapproved change procedures, including assessment, final approval and list management
Manages ITCM process compliance with audit requirements by tracking and monitoring identified regulatory artifacts
Manages any change coordinators or administrators (or other operational roles) in the ITCM process
Works independently, but will collaborate across domains and all service management processes, in particular incident, problem and release management
Works with various ITCM roles across IT domains, whether collocated or distributed
Leads the internal CAB in reviewing, authorising, rejecting or tabling RFCs
Participates in weekly or daily critical incident and problem meetings
Participates in ITCM technology evaluations and decisions, and manages the day-to-day use of ITCM tools
Identifies appropriate people and roles to offer input on performance and scope
Describes outcomes of critical success factors (CSFs) and KPIs - for example
KPI: Increase successful RFC percentage.
KPI: Decrease emergency/urgent RFC percentage.
KPI: Increase standard RFC percentage.
KPI: Increase quality of RFC submissions
What we're looking for
Bachelor's degree in computer science, management information systems (or related field), or equivalent experience
IT Infrastructure Library (ITIL) certification required (Foundation-level v2 or v3, and Intermediate-level, including Service Transition, and Release, Control & Validation Significant IT experience preferred plus management leadership experience
Incident, problem or change workflow automation tool experience a plus
Proven ability to build and manage relationships in a matrixed environment
Strong organizational skills; ability to manage multiple projects with competing demands for resources
Strong analytical, multitasking and prioritization skills
Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment
Proven ability to build relationships and influence individuals at all levels of the organization
In-depth knowledge of IT end-to-end change management, encompassing project management, application development and operational procedures
Ability to understand strategic business objectives and ITCM commitments
Proven ability to communicate with all levels of technical and management staff
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture - 2 years ago
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