Manager, IT Change Management

Universal Orlando•Orlando, FL

14h

About The Position

JOB SUMMARY: The Manager of IT, Change Management will develop and evolve IT change management strategies to best enable the business and manage risk. The Manager will be responsible for leading enterprise ITIL Change Management practices, tools, curriculum, and operations for Universal Destinations & Experiences (UDX). Responsible for change management process and tools to create a strategy to support adoption of the changes required by a project or initiative. Support the design, development, delivery, and management of communications. Conduct impact analyses, assess change readiness and identify key stakeholders. Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan. Creates communication and training plans to enable smooth implementation of the strategy. Track and report issues define and measure success metrics and monitor change progress. This unique change management role will work closely with the Cyber Security function with a key part of the job being to evaluate Risk as it pertains not just to platform stability but also to Cyber, via a formal risk mitigation register.

Requirements

7+ years of extensive experience working in IT in a Change Manager role, or working closely with a Change Management team, defining strategy and implementing new processes, leading Operations and/or Change Advisory Board (CAB) meetings
Hands-on Release Management experience preferred
Experience with SDLC tools such as Jira, Test Management tools
Direct experience using Risk Management and Governance tools and practices preferred
ITIL Foundations preferred; ITSM, particularly, is a strong plus
Hands-on experience with enterprise Change Management tools a must (e.g., ServiceNow, ServiceNow automation and workflows, with ServiceNow CAB Workbench, per se, a strong plus)
Experience with CMDB management preferred
Understanding of hardware/software compliance lifecycle including regulations such as PCI, HIPAA, SOX etc.
IT Business Continuity planning experience preferred, especially IT Disaster Recovery planning
Working understanding of IT system platforms
Extensive process documenting experience is preferred; experience providing training a strong plus
Experience with communicating Change Management status and trends to Senior / Executive Leadership via metrics / tracking to KPIs a strong plus
Flexible and adaptable in regard to learning and understanding new technologies
Strong written, oral communication and interpersonal skills.
Ability to communicate with individuals at all levels of the organization
Highly self-motivated and directed
IT Project Management proficiency
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working both independently and in a team-oriented, collaborative environment.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
Consistent attendance is a job requirement

Nice To Haves

Bachelor’s degree is preferred; applicable combined work experience and certifications will be considered in lieu of BS degree
ITIL certification a strong plus
Process Improvement certification a strong plus (Six Sigma, LEAN, etc.)
Overtime hours may be required to meet project deadlines

Responsibilities

Lead the change management activities in collaboration with all IT change management stakeholders.
Design and implement the strategic approach to managing change and supporting operations that fall within the domain of change management.
Evaluate the change impact and organizational readiness to limit potential risk.
Optimize our business processes and organizational structure to increase business efficiency and service delivery.
As the Subject Matter Expert (SME) you will be consulting with management to design and execute strategies that can be implemented fast and with minimum Team Members resistance.
Act as a subject matter expert for change items.
Support training and communication as part of change management. Activities may include designing and delivering specialized training resources to appropriate userbases.
Evaluate the risk of changes and provide actionable guidelines for reducing the impact.
Conduct post-implementation reviews to assess the decisions and performance related to change requests for continuous process improvement.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.