IT Service Delivery Change Manager | Process Improvement Manager

Position: IT Service Delivery Change Manager | Process Improvement ManagerLocation: Austin, TX - HybridDuration: 12 MonthsJob DescriptionWorker will do:Own the Enterprise Change Management process for TxDOT ITD; defining goals and core requirements of the process; accountable for process adherence, process execution and continual process improvementsPartner with other process owners to coordinate and facilitate effective processes that Change impacts such as the asset tracking tools, incident tickets, etc.Serve as the TxDOT ITD oversight for Change Advisory Board (CAB) meetings.Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt.Escalate any Changes which are damaging the quality of the services.Ensure all Changes comply with process controls.Key ResponsibilitiesEnsure quality of tickets (e.g. that they have agreed to elements).Ensure that Change implementation risks are understood in order to increase successful implementation at the first attempt.Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholders.Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling.Oversee and confirm process whereby CAB meeting agenda and notes are captured and issued to participants in a timely manner.Track implementation progress and report back to all parties.Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability.Oversee that Configuration Items (CI) are linked to the Change.Assist in arbitration of Change queries as needed in partnership with contracted vendor.Oversee approvals process is working effectively and appropriate approvers are in the workflow.Oversee change related documentation for quality and consistency.Oversee the documentation on change tickets and perform quality assurance and assessments for effectiveness.Ensure all impacted / interested parties are informed throughout the Change lifecycle.Take personal control of Emergency and Expedited Changes.Participate in Post Implementation Review meetings (as needed basis).Manage any follow-up actions identified from Post Implementation Reviews (as needed basis).Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate).Conduct training related to this area as needed and appropriate, in partnership with contracted vendor.Years Skills/ExperienceMinimum Years of Experience, Skills, and Qualifications:Must have an understanding of ServiceNow tool, processes, and reporting.Acted in a change management capacity in an IT service delivery function.Remain calm under pressure; be able to prioritize their work-load and multi-task.Is driven and personally invested in ensuring that participants in the Change Management process enable the processes value objectives are met.Experience in the use of KPIs to track trends and drive behavior.Have a good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA’s.Experience with IT Service Management, ITIL practices.Preferred Skills And QualificationsStrong verbal and written communication skills.Demonstrated analytical thinker.Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment.Have the ability to quickly establish credibility with the delivery teams (internal and external).Experience with IT Service Management, ITIL practices.Acted in a change management capacity in an IT service delivery function.ITIL Foundations or ITIL Practitioners Certification.