This person will be responsible for managing continous support improvements in the overall quality of the ITIL aligned change management process for the support of self-service technology deployed at global airports in order to meet customer demands.
In This Role You'll
Change Quality Continuous Improvement and Management
Conduct regular quality assessment of the change management support process
Identify support process improvement opportunities
Map, formalise and follow-up on processes associated with particular objectives or activities.
Identify, measure, track and report on key performance indicators to evaluate process effectiveness and efficiency.
Develop and promote tools and techniques within the support and R&D teams to increase process efficiency and improve performance.
Develop, implement and maintain a performance measurement and reporting system.
Promote a process-based, customer-focused and performance-driven change management culture throughout the support and R&D teams.
Production Change Compilation
Understands how main business drivers for change may impact on production.
Assess complex changes with broad impact on production activity and processes.
Gather technical information on the proposed change from subject matter experts (SMEs)
Ensure that the required information on testing is provided and acceptable -Ensure that the technical information on the detailed implementation steps is thorough, clear and robust
Ensure that the validation steps are very specific and sufficiently comprehensive -Specify/validate the proposed change window in consideration of port operating hours and the deployment resource capacity and availability in consultation with the DevOps Automation manager
Production Change Approval
Ensure the overall quality of the Change Approval documentation and submit to the relevant approval entity as per the latest version of the Change Process
For complex high risk changes ensure cross-functional technical specialist involvement in joint review prior to submission for approval
Ensure that any additional technical specialist and other stakeholders are invited to the Change Control Board (CCB) meeting
Ensure the agenda for the weekly Change Control Board (comprised of technical specialist and management from Solution Architecture, R&D, DevOps Automation and Support) is of required quality and is issued in advance of the CCB meeting as per the Change Process
Conduct the CCB meeting and record the CCB decision on each submitted change
Inform all stakeholders of the approval decision for their submitted changes
Change Execution
Ensure the change documentation repository is fully updated including with the implementation, validation and rollback steps as specified in the change approval document
Ensure that the change is scheduled for execution on the Activity Calendar and that after approval it is assigned to the scheduled activity list
Ensure the outcome of the change execution is recorded on all relevant systems (SNOW, ICM-Change, Trello)
Post Change Quality Review for Continuous Improvement
Schedule a Post Change Review meeting with both support and development technical specialists and R&D and Support management for any changes which are not "Completed Successfully"
Conduct a thorough analysis of the change specification and execution process in order to identify process shortcomings and consequential process improvement opportunities
Ensure the identified process improvement actions are clear, measurable, time-bound and assigned to a single named individual
Clearly document the identified actions for reporting on process improvement and for tracking delivery of the identified process improvement actions
Change Management Process Quality Reporting
Prepare the monthly change process execution data required for customer SLA reports and the monthly Global Support management report.
Follow up on the identified change process improvement actions to ensure these are implemented on time and with quality
Conduct periodic quality reviews and identify quality improvement actions and/or changes to the Change Process document
Ensure all change process continuous improvement review documentation is saved and the necessary customer and management communications occur as per process
About The Ideal Candidate
Bachelor's or Equivalent Experience
ITIL certification (recommended)
8+ years related experience in a technology support (service management) environment and/or training; or equivalent combination of education and experience.
Managing and monitoring high tech solutions for customers
Understanding passenger processing flows including touchless, biometrics and payments
Experience collaborating with software development teams using version control systems and agile methodologies.
Experience with managing operational support using multi-technology, multi-disciplinary and multi-site teams
Awareness of emerging trends and developments in relevant technologies
Sound time and resource management skills
Excellent analysis and problem-solving skills.
Ability to work as part of a multi-disciplinary team
Ability to stay focused and provide quality solutions in time critical operational situations.
Strong process adherence
Proactivity, and strong initiative, autonomy.
Change management and adaptability
Independent information gathering
Good communication skills
What we can offer you
Add your voice to a multicultural team of 18,000+ professionals
Challenge yourself to find solutions to complex problems
Competitive compensation and benefits package and a hybrid work set-up
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
Antas ng seniority
Mid-Senior level
Uri ng trabaho
Full-time
Function sa trabaho
Project Management, Information Technology
Mga Industriya
Mga Serbisyo sa IT at Konsultasyon sa IT
Pinapataas ng mga referral ang iyong pagkakataon na ma-interivew sa Amadeus nang 2x