IT Project manager

Responsibilities

• Responsible for the overall Infrastructure Change Management program and process.
• Drive Change Management process improvements from scratch or fine tuning already existing processes.
• Partner with IT & Business Staff where needed on improving the Infrastructure CAB & Infrastructure Change Management process (Agreed upon change windows).
• Document, communicate and train the IT teams on Infrastructure Change process.
• Define and gather KPI metrics to ensure proper usage of the Infrastructure Change Management process.
• Partner with our Service Now Team on ensuring all Infrastructure Change processes are present in the Service Now Change Management module.
• Collaborate with Infrastructure Change Manager on all processes to ensure smooth running of Infrastructure Change Management.
• Responsible for the overall Infrastructure Problem Management program and process.
• Drive Problem Management process improvements from scratch or fine tuning already existing processes.
• Partner with IT & Business Staff where needed on improving the Infrastructure Problem Management process.
• Document, communicate and train the IT teams on Problem Management process.
• Define and gather KPI metrics to ensure proper usage of the Problem Management process.
• Partner with our Service Now Team on ensuring all Problem Management processes are present in the Service Now Problem Management module.
• Collaborate with Infrastructure Problem Manager on all processes to ensure smooth running of Infrastructure Problem Management.li>
• Engage, collaborate, and communicate effectively with variety of stakeholders on escalations and emergency situations for Change & Problem Management.
• Provide Change & Problem management process improvements with appropriately sized enhancements, taking into account client's current state and future growth path.

• 3+ years of leading change management process & problem management process in a global IT organization.
• Firm understanding of ITIL, ideally version 4, certification preferred.
• Experience with developing/improving change management & problem management processes.
• Forward thinking of ways to grow the Infrastructure Change Management & Problem Management processes to all of IT and beyond.
• Experience with leading a change management process in a dynamic on-premise, cloud, and application environment.
• Communicate effectively – develop and deliver multi-mode communication that conveys a clear message to different audiences; foster open communication with all stakeholders.
• Portfolio Management – plans, prioritizes, sequences, and manages portfolio of work to maximize delivery of business value.
• Technical Acumen – pursue continuous learning and application of technologies to achieve desired business, architectural, and productivity outcomes.