Company

SDI Presence LLC is an IT managed services provider (MSP) and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients’ technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram.

Summary

The Change Manager’s role is to oversee and coordinate the life cycle of all changes made to the IT environment. The Change Manager’s main objective is to facilitate improvements to services with minimum system interruption. Along with technology implementations, other aspects of the Change Control process may include, but are not limited to, licensing changes, risk assessment, and workforce/human resources transformations. In addition, the Change Manager participate in coordinating and scheduling Change Advisory Board meetings.

The Change Manager will help the client examine and refine a change control policy to conform to the client’s SLRs and SLAs. The Change Manager estimates cost, workload and schedule impacts of change requests. He/she negotiates scope changes, determines how to handle each change request, and assigns change requests to appropriate staff. The Change Manager will report to the Service Delivery Manager.

Responsibilities

• Develop Change Management policies, procedures, processes, and training requirements as appropriate to the client’s IT and business requirements
• Work with ServiceNow developer to automate change processes and workflows within ServiceNow
• Coordinate all changes to the IT infrastructure, including the data center infrastructure with attention to changes that may affect standing SLRs and/or third parties
• Coordinate, schedule, and conduct Change Advisory Board (CAB) meetings including creation of Board and its composition, review of planned changes and results of changes made, ensuring that all appropriate parties are invited and represented in accordance with approved CAB policies
• Collaborate with IT support managers and subject matter experts to ensure RFCs are complete
• Obtain approval(s) for any license change or replacement
• In accordance with Change Management policies, review all Implementation and Migration plans and schedules
• Receive and document all Change Requests and classify proposed changes to the Services, (e.g., change cost, risk impact assessment, and system[s] security considerations)
• Develop and maintain a schedule of planned approved changes for review
• Provide change documentation as required, including metrics as to how effectiveness of the change will be measured
• Publish and communicate the scheduling and impact of approved RFCs to all appropriate IT and business unit stakeholders
• Monitor changes, perform change reviews, and report results of changes, impacts, and change effectiveness metrics
• Verify that changes satisfy predetermined effectiveness metrics and determine follow-up actions to resolve situations where the change failed to meet objectives
• Manage Problem Management process for failed changes
• Close out RFCs that meet the change objectives or changes that are abandoned
• Provide Change Management reports as required
• Ensure that appropriate back-out plans are documented and in place in the event of system(s) failure as a result of the change
• Oversee the approved change build, testing, and implementation to ensure appropriate staffing and completion according to the Change Management schedule
• Oversee thorough release testing and assess any business risks related to changes that are not fully tested prior to implementation

Requirements

• 4-year college degree within Computer Science/Engineering is preferred or relatable professional experience
• 10+ years of overall IT Change Management experience
• 3+ years of experience in Change Management in a 5000+ user environment
• Strong knowledge of IT Infrastructure including: Data Center Operations, Network Operations, End User Computing, and Held Desk
• Experience with automated Change Management tools preferably ServiceNow
• ITIL certification a plus
• Experience with conducting or overseeing design/configuration work and pre-release testing

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.