Manager, Change Management

Manager, Change Management

C1
: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single‑source provider of advanced communications and data technology for business. That means if it’s digital, we connect our customers to it—from phone systems and hardware to computer networks, application development, managed solutions and more. We’re 100% passionate about designing, implementing, managing and supporting our customers’ every need from end to end so they can focus on what they do best.

The Manager, Change Management is responsible for the leadership and coordination of organizational change initiatives. They develop, implement, and manage the change process, which can be complex and challenging. The manager interfaces with all levels of management and staff to ensure changes are smoothly and effectively implemented and that they meet the organization’s goals.

• Creates Change Management strategies to achieve the organizational goals
• Leads, coordinates, and manages Change Management activities
• Coaches and mentors staff through the change process
• Develops training programs to help employees understand and adapt to change
• Ensures exceptional client satisfaction is consistently delivered and maintained
• Assures services are delivered to pre‑agreed OLA and SLA
• Provides a management escalation point for all infrastructure related issues
• Ensures production of Monthly Status Reports measuring the performance of the operational environment and Team against pre‑agreed KPI’s
• Administers and manages the change management process and procedures
• Assists with the management of the Change Advisory Board Meetings (CAB) and facilitates Change Request (CR/RFC) prioritization and design discussions
• Liaises with internal stakeholders and customers staff to improve the change management process to ensure the process aligns with the executive goal of high availability
• Acts as the point of contact for questions, concerns, suggestions regarding the change management system and processes
• Works with internal and external audit teams to ensure that all changes implemented follow associated change standards, policies and procedures
• Conducts Post Change Review (PCR) meetings to address unsuccessful changes or changes that caused production issues. Documents findings and reports findings back to senior management
• Produces weekly and monthly change management reports to all stakeholders, reporting on KPI's and various SLA's
• Maintains and handles SOC 2 Cisco Partner compliance requirements
• Maintains change calendar with all deployments planned across MS customers
• Explores ways to enhance process to address areas of conflict management, release management and configuration management
• Designs, develops, and assists with the implementation of change management system issues and enhancements
• Identifies, manages, and mitigates risk to ensure successful delivery of managed services

• Possesses a solid understanding of the organizational development and/or change theory
• Schedules and coordinates change implementations
• Manages client’s SLAs

• Bachelor’s degree in an IT related or Business field preferred from an accredited university
• Experience and knowledge of change management principles, methodologies and tools
• Ability to work across silos, connect the work of disparate groups and build consensus around best practices in change management
• Ability to coach for senior leaders and executives on the role of change sponsor
• Knowledge of ITIL service management model
• Ability to work well in a cross‑functional team environment
• Must have excellent organizational and multi‑tasking skills
• Excellent verbal, written, and presentation skills
• Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• Strong analytical, interpersonal, and relationship building skills
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to get the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to adapt to change quickly

• ITIL Certificates
• Pro…