Job Description
The Change and Problem manager is responsible for the operational follow-up of the changes in Production and the development and management of the problem Management. The Change/Problem manager gives direction to the strategy to be followed regarding the implementation of IT changes and you are the facilitator and coordinator of the entire Operational Change Management Process.
Definition:
We are looking for an Operational Change Manager / Problem Manager to strengthen our IT organization.
You are responsible for the operational follow-up of changes in Production and the development and management of problem Management. You will give direction to the strategy to be followed regarding the implementation of IT changes and you will be the facilitator and coordinator of the entire Operational Change Management Process.
You will work closely with the IT Change Advisory Board (CAB) members and you will be responsible for setting up the IT & Business CAB in close cooperation with the Operational Management.
Change Manager taken:
10+ Years of Experience.
Chairman and coordinator of the IT CAB and the Business CAB
Monitoring the standardization and quality requirements for the implementation of an IT change
Guiding / Assisting the Change Owners during before/during/after implementing a change in collaboration with the change owner & executive teams.
Setting up necessary KPIs and statistics (e.g. % successful / unsuccessful installed changes) as a tool for continuous efficiency and quality improvement.
Reporting the KPIs to the IT management.
Invitation and selection of the Business CAB participants
Administrative follow-up of the business CAB.
Follow up on the implementation of the change (PIR – Post Implementation Review)
Inrichten IT/Business Change Advisory Board:
He/she is responsible for setting up the IT & Business CAB
He/she selects all stakeholders, involved in the change to be implemented
He/she formulates the advice and ensures that it is followed
He/she ensures that the change owner is informed of the CAB recommendations and follows up on them.
Setting up / handling Emergency changes / CAB:
He/she ensures that, if an urgent change needs to be carried out, the necessary processes are followed.
He/she ensures that all administration in this regard is handled correctly post-factum
Problem Manager taken:
Day-to-day coordination and follow-up of registered IT problems
Bringing together the various stakeholders and drawing up the prioritization, action plan and associated solutions
Evaluation of the detected root causes, known errors and communication of the "lessons learned"
Developing recommendations to improve the IT service. To this end, you work closely with the technical teams of IT and with the problem owners
Evaluation of the efficiency of implemented solutions
Inventory and documentation based on a problem inventory (frequency, priority, impact, target,...)
Monitoring of correct documentation of the problems and their solution in the KEDB (Known error Data Base)
Drawing up KPIs and reporting to IT management.
He/she further develops the Change & Problem management within the IT organization in collaboration with the IT service delivery team and reports directly to Head of IT.
We are looking for:
Preferably a bachelor's/master's degree (management, computer science, economics,).
General basic knowledge of IT systems and IT architecture
Goede Kennis van ITSM best practices
Knowledge of the Microsoft Office Suite
Knowledge of Business Process Modeling (BPMN2.0)
Practical application and in-depth knowledge of ITIL – preferred: ITIL certificate
Notices van IT-governance frameworks (bvb COBIT, ISO 27001, …)
Experience with Service Now is a plus
Fluent in Dutch – English
Definition:
We are looking for an Operational Change Manager / Problem Manager to strengthen our IT organization.
You are responsible for the operational follow-up of changes in Production and the development and management of problem Management. You will give direction to the strategy to be followed regarding the implementation of IT changes and you will be the facilitator and coordinator of the entire Operational Change Management Process.
You will work closely with the IT Change Advisory Board (CAB) members and you will be responsible for setting up the IT & Business CAB in close cooperation with the Operational Management.
Change Manager taken:
10+ Years of Experience.
Chairman and coordinator of the IT CAB and the Business CAB
Monitoring the standardization and quality requirements for the implementation of an IT change
Guiding / Assisting the Change Owners during before/during/after implementing a change in collaboration with the change owner & executive teams.
Setting up necessary KPIs and statistics (e.g. % successful / unsuccessful installed changes) as a tool for continuous efficiency and quality improvement.
Reporting the KPIs to the IT management.
Invitation and selection of the Business CAB participants
Administrative follow-up of the business CAB.
Follow up on the implementation of the change (PIR – Post Implementation Review)
Inrichten IT/Business Change Advisory Board:
He/she is responsible for setting up the IT & Business CAB
He/she selects all stakeholders, involved in the change to be implemented
He/she formulates the advice and ensures that it is followed
He/she ensures that the change owner is informed of the CAB recommendations and follows up on them.
Setting up / handling Emergency changes / CAB:
He/she ensures that, if an urgent change needs to be carried out, the necessary processes are followed.
He/she ensures that all administration in this regard is handled correctly post-factum
Problem Manager taken:
Day-to-day coordination and follow-up of registered IT problems
Bringing together the various stakeholders and drawing up the prioritization, action plan and associated solutions
Evaluation of the detected root causes, known errors and communication of the "lessons learned"
Developing recommendations to improve the IT service. To this end, you work closely with the technical teams of IT and with the problem owners
Evaluation of the efficiency of implemented solutions
Inventory and documentation based on a problem inventory (frequency, priority, impact, target,...)
Monitoring of correct documentation of the problems and their solution in the KEDB (Known error Data Base)
Drawing up KPIs and reporting to IT management.
He/she further develops the Change & Problem management within the IT organization in collaboration with the IT service delivery team and reports directly to Head of IT.
We are looking for:
Preferably a bachelor's/master's degree (management, computer science, economics,).
General basic knowledge of IT systems and IT architecture
Goede Kennis van ITSM best practices
Knowledge of the Microsoft Office Suite
Knowledge of Business Process Modeling (BPMN2.0)
Practical application and in-depth knowledge of ITIL – preferred: ITIL certificate
Notices van IT-governance frameworks (bvb COBIT, ISO 27001, …)
Experience with Service Now is a plus
Fluent in Dutch – English
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