Intermediate Process Manager, ITSM Change & Release Mgmt

Private Destinations•Miami, FL

8h•Remote

About The Position

The Manager, Innovation Products is responsible for overseeing the company’s gaming innovation projects and providing operational support. This role involves being a liaison between various stake holders, identifying opportunities, presenting findings & providing recommendations. The Manager, Innovation Products will work closely with the Gaming Innovation and Operations Management teams to provide recommendations for actionable and accountable business improvements that would improve general operation, drive revenue and efficiencies. The ideal candidate will have excellent communication skills both verbal and written, comprehensive knowledge of casino systems & operations, and business acumen to drive projects with an entrepreneurial spirit. Essential Functions: Change & Release Management Oversight: Manage the end-to-end Change and Release Management lifecycle, ensuring adherence to ITIL best practices. Provide oversight of the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) processes, ensuring they are executed effectively and align with ITIL best practices. Ensure changes are planned, tested, and validated before deployment to minimize service disruptions. Establish governance and compliance measures to ensure adherence to change control processes. Monitor and enforce change freeze periods and establish risk mitigation strategies. Ensure regression planning and rollback procedures are well-documented and tested. Service Provider & Vendor Management: Oversee the performance and adherence of third-party vendors and service providers to change and release SLAs and KPIs. Ensure service providers follow agreed-upon processes and documentation standards. Conduct regular service reviews and audits to assess vendor compliance with change and release processes. Enforce contractual obligations related to change and release deliverables. Risk & Compliance Management: Ensure compliance with IT governance, SOX, PCI-DSS, GDPR, and other regulatory requirements related to change management. Develop and enforce change risk assessment frameworks to evaluate and classify IT changes. Maintain audit readiness, ensure proper documentation and reporting of changes. Collaborate with security and/or compliance teams to assess and minimize the impact of changes on security and compliance. Stakeholder Communication & Reporting: Serve as the primary point of contact for change escalations and risk assessments. Provide executive-level reporting on change success rates, failure rates, and release impact. Maintain a transparent communication process for planned and emergency changes with key business units. Develop and present CAB/ECAB reports to senior IT leadership and stakeholders Process Improvement & Automation: Identify and implement automation opportunities to improve the efficiency of change and release management. Leverage ServiceNow Change Management Workbench and other ITSM tools to optimize workflows. Continuously refine and enhance change risk assessment models to improve accuracy and decision-making. Drive post-implementation reviews (PIRs) to identify lessons learned and process improvements. Process Leadership & Stakeholder Enablement Provide guidance and oversight to service provider teams responsible for change and release activities, ensuring alignment with ITSM best practices. Define and clarify roles, responsibilities, and expectations for IT change coordinators and release stakeholders to support process consistency. Lead training and awareness initiatives to strengthen change and release management maturity across the organization. Promote a culture of proactive risk mitigation and continuous service improvement through collaboration and process advocacy. Knowledge, Skills & Abilities: Scope: CCL Only Problem solving: Perform root cause analysis, analyze date to identify threats, gaps, and opportunities, Identify opportunities for process improvement Impact: Drive efficiency and effectiveness through process, planning, and fiscal improvements, Improve security and stability in our delivery services, Innovate and collaborate where it provides business value, Invest in out people and celebrate successes, Seek transparency and partnership with the business Leadership: Provides oversight of processes, Serves as escalation point of contact

Requirements

Strong stakeholder engagement and executive communication skills
Ability to lead cross-functional teams and foster collaboration between IT and business units
Experience managing tight deadlines, competing priorities, and crisis situations
Ability to create executive-level reports and presentations for senior leadership
Strong knowledge of ITIL Change & Release Management best practices
Experience with enterprise-wide ITSM tools such as ServiceNow Change Management Workbench
Ability to evaluate change risk, assess business impact, and develop mitigation strategies
Data-driven mindset with the ability to analyze ITSM metrics and drive service improvements
Experience with regulatory compliance frameworks (SOX, PCI, GDPR, etc.) in relation to IT changes
Proven ability to drive process automation and tool integration
Strong problem-solving skills with the ability to perform root cause analysis (RCA)
good communication, collaboration, time-management, and organizational skills.
good verbal and written communications in English.
Ability to learn new technologies and concepts.
Ability to work with minimal supervision and within a team.
Ability to provide input to help solve problems.
Flexibility to adjust to changing priorities and deadlines.
Analytical and detailed oriented.
Ability to meet deadlines.
Proficiency in MS Office products.
Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience required
3+ years: IT service management, focusing on Change & Release Management
3+ years: Experience managing Change Advisory Boards (CABs) and ECABs
3+ years: Hands-on experience with ServiceNow Change Management.
3+ years: Managing ITSM service providers and vendor performance
3+ years: Leading and coordinating IT changes & release activities across a global enterprise
3+ years: Experience developing and enforcing ITIL-based ITSM processes
3+ years: Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.)
3+ years: Experience collaborating with cross-functional teams to achieve common goals and drive results.

Nice To Haves

Masters degree a plus
ITIL Certification (V3 or V4)
ServiceNow Certification (CIS-ITSM, ServiceNow Administrator)
Project Management Professional (PMP)
1+ years: Experience in the cruise and/or travel industry.

Responsibilities

Manage the end-to-end Change and Release Management lifecycle, ensuring adherence to ITIL best practices.
Provide oversight of the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) processes, ensuring they are executed effectively and align with ITIL best practices.
Ensure changes are planned, tested, and validated before deployment to minimize service disruptions.
Establish governance and compliance measures to ensure adherence to change control processes.
Monitor and enforce change freeze periods and establish risk mitigation strategies.
Ensure regression planning and rollback procedures are well-documented and tested.
Oversee the performance and adherence of third-party vendors and service providers to change and release SLAs and KPIs.
Ensure service providers follow agreed-upon processes and documentation standards.
Conduct regular service reviews and audits to assess vendor compliance with change and release processes.
Enforce contractual obligations related to change and release deliverables.
Ensure compliance with IT governance, SOX, PCI-DSS, GDPR, and other regulatory requirements related to change management.
Develop and enforce change risk assessment frameworks to evaluate and classify IT changes.
Maintain audit readiness, ensure proper documentation and reporting of changes.
Collaborate with security and/or compliance teams to assess and minimize the impact of changes on security and compliance.
Serve as the primary point of contact for change escalations and risk assessments.
Provide executive-level reporting on change success rates, failure rates, and release impact.
Maintain a transparent communication process for planned and emergency changes with key business units.
Develop and present CAB/ECAB reports to senior IT leadership and stakeholders
Identify and implement automation opportunities to improve the efficiency of change and release management.
Leverage ServiceNow Change Management Workbench and other ITSM tools to optimize workflows.
Continuously refine and enhance change risk assessment models to improve accuracy and decision-making.
Drive post-implementation reviews (PIRs) to identify lessons learned and process improvements.
Provide guidance and oversight to service provider teams responsible for change and release activities, ensuring alignment with ITSM best practices.
Define and clarify roles, responsibilities, and expectations for IT change coordinators and release stakeholders to support process consistency.
Lead training and awareness initiatives to strengthen change and release management maturity across the organization.
Promote a culture of proactive risk mitigation and continuous service improvement through collaboration and process advocacy.

Benefits

Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
401(k) plan that includes a company match
Employee Stock Purchase plan
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement