Change Control & Governance Manager
Job Summary
The Change Control role within Customer Service Management team is a critical and strategic function responsible for managing and governing the lifecycle of software solution delivery across the organization.
Responsibilities
Leadership in software solution delivery lifecycle, covering activities from change requests to large-scale projects.
Conducting discovery sessions to understand the diversity of business needs and translating those needs into actionable requirements.
Solution design, defining architecture, identifying dependencies, and ensuring scalability and sustainability of solutions.
Maintaining quality standards during development and testing phases, validating solutions against requirements.
Ensuring releases are deployed into service with minimal disruption and maximum efficiency.
Portfolio leadership discipline with operation governance, overseeing multiple projects simultaneously, understanding dependencies, and optimizing resource allocation.
Continuous communication with stakeholders, providing updates on progress, addressing questions or concerns, and escalating issues when necessary.
Preparing updates for each stage of the change control and solution delivery process, ensuring clarity and traceability for cross-functional teams.
Interaction with stakeholders to define changes, submit change requests, coordinate implementation plans, and track progress on delivery.
Defining delivery plans with roadmaps and timelines aligned to multi-project planning considerations, ensuring coordination and efficiency.
Governance on change controls throughout the delivery process to product release, ensuring quality of service and customer satisfaction.
Requirements
IT Skills: Strong background in computer science, information technology, or information systems; ability to explain technical concepts to stakeholders; knowledge of portfolio leadership practices; knowledge of API, Web services, and data integration; knowledge of multi-enterprise and multi-tenant SaaS application architecture, cloud computing, and service operations.
Competencies: Excellent communication skills, strong research, diagnostic, and problem-solving skills; motivation and self-starter attitude; experience in tracking, documenting, analyzing, and reporting changes; ability to identify potential risks; excellent problem-solving skills; adaptability to unexpected change requests.
Education: Bachelor’s degree in information systems or computer science (or equivalent).
Compensation and Benefits
Competitive pay
Geo Blue PPO and HSA plan
MetLife – Dental and Vision plan
Healthcare and Dependent care flexible spending account (FSA)
401k with employer match
Company-paid Basic Life and Long-term disability insurance
Voluntary benefits include Critical Illness, Hospital indemnity, accident insurance, theft, and legal service
Employee Assistance Program
Paid Holidays
Employee discounts and perks
Gym benefit