Manager, IT Change Management

Metropolitan Transportation Authority•New York, NY

33d•Hybrid

About The Position

This role is responsible for developing and maintaining a comprehensive technology change management strategy that supports the organization's goals and IT framework, ensuring continuous enhancement of IT change and configuration functions. The role includes managing IT change and configuration projects, establishing policies and procedures across IT divisions, and maintaining alignment with industry best practices. This role requires assessing risks, analyzing the impacts of changes, and leading communications with stakeholders to ensure smooth transitions and minimal disruptions. Additionally, the position entails managing the selection and training of automated systems that support change and configuration management functions, maintaining compliance with regulations, and conducting post-implementation reviews to facilitate continuous improvement. The ideal candidate possesses expert knowledge in change and configuration management, IT system design, data analysis, and project management, and is adept at using change management tools, collaborating with vendors, and developing training programs.

Requirements

Demonstrated leadership ability.
Demonstrated ability to inspire, motivate, and empower people to achieve organizational goals.
Collaboration skills to ensure design specifications are seamlessly implemented by the development team.
Expert experience with practices related to change management and configuration management.
Expert knowledge of the design, testing, and implementation of IT systems.
Strong background in developing training materials and programs to train staff on new processes resulting from changes.
Strong knowledge of project/program management practices.
Strong familiarity with change management software tools like ServiceNow to track and manage changes.
Strong experience in collaborating with technology suppliers and software vendors.
Strong experience with developing change proposals, impact analyses, and process guidelines.
Strong experience in performing risk and impact assessments.
Familiarity with technology change management automation concepts, frameworks, and tools.
Familiarity with strategies to maintain operations throughout change.
Familiarity with audit, legal, and regulatory requirements.
Familiarity with contract management and budget control.
Familiarity with latest technologies leveraged to facilitate change.
Familiarity data analysis and reporting.
Familiarity with process-focused execution, having successfully driven technical programs for enterprise products in a fast-paced environment.
Familiarity with product delivery.
Familiarity in product lifecycle management concepts.
Familiarity with product management.
Expert leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes.
Expert leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology related initiatives and endeavors.
Expert leadership in driving results by meeting organizational goals and customer expectations and make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
Expert leadership in business acumen by providing direction on evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems.
Expert leadership in building coalition by internally and externally building partnerships with key stakeholders to help achieve the MTA's mission or common goals through influence or negations.
Demonstrated ability to lead teams, provide coaching and direct feedback.
Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills.
Expert in working independently and strategically.
Expert in identifying and analyzing risks and developing effective mitigation strategies.
Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.
Expert in critical thinking, problem-solving, and decision-making skills.
Expert in interpersonal and verbal and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
Extensive hands-on experience with related tools.
Expert experience working under pressure and meet deadlines individually and collaboratively.
Thinks logically, assesses problems, and is results oriented.
Expert in identifying complex business and technology risks and associated vulnerabilities.
Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical).
Expert in establishing and maintaining effective working relationships with employees at all levels within the organization, and with both internal and external customers.
Expert in building partnerships and working collaboratively with others to meet shared objectives
Expert in creating new and better ways for the organization to be successful
Expert in building strong customer relationships and delivering customer centric solutions
Expert in developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Expert in recognizing the value that different perspectives and cultures bring to an organization
Bachelor's degree. A combination of education and experience may be considered in lieu of a degree.
Minimum of 5 plus years of relevant technology experience.

Nice To Haves

Deep understanding of the change process, policies, workflows, and best practices to ensure consistency, compliance, and quality.
Clear, concise communication with technical and non-technical teams; ability to run CAB meetings effectively and push back when documentation is insufficient.
Awareness of infrastructure, applications, networks, cloud, and deployment practices so they can ask the right questions and spot red flags.
Ability to collaborate, influence, resolve conflicts, and drive adoption of the process without alienating technical teams.

Responsibilities

Develops and maintains a technology change management strategy that aligns with the organization's objectives and IT architecture and allows for the continuous improvement of IT change management and configuration functions.
Develops change management processes and serves as an integration point for other processes, including incident, problem, configuration, availability, and event management.
Uses analytical skills and judgment to identify critical issues that may impact the business units as of result of an open incident or problem.
Assists subject matter experts in investigating and resolving priority level one incidents and problems to include chronic performance problems/impaired services.
Develops and facilitates policies and standard operating procedures regarding change control methodologies and application to the affected environment.
Creates status, audit, and metrics reports on IT changes on a daily, weekly, monthly, and annual basis.
Assists in mentoring and training of staff to gain experience and expand technical skill set.
Manages projects related to IT change management and configuration management. This includes setting the direction for how changes will be managed and ensuring that the change management process is integrated with other processes, such as project management and service management.
Manages the development, implementation, and maintenance of common policies, procedures, and processes for all IT divisions and MTA agencies for IT change management, configuration management, and deployment of hardware/infrastructure, based on industry best practices and experience with the MTA organization and IT environment.
Assesses the test plans, test results, and risks associated with proposed changes and analyzes their potential impact on business operations, IT services, and stakeholders to coordinate; coordinates the prioritization of changes and decision of the appropriate level of scrutiny and authorization.
Leads the communication of change plans, status, and outcomes to all relevant stakeholders, interfacing with the MTA IT Applications, Security, and Infrastructure divisions, agency relationship management, agency representatives, and system users as needed to ensure buy-in for changes and minimize disruption.
Manages the evaluation, selection, implementation, training, and maintenance of systems supporting the IT change management and configuration management functions.
Researches and recommends improvements and automations to streamline the IT change management process. This can relate to automated testing, automated deployments, systematically tracking upcoming changes, etc.
Establishes training and support for IT staff and users affected by changes. This includes developing training materials, conducting training sessions, and ensuring that adequate support is available during and after the implementation of changes.
Develops and maintains reports, indicators, and performance targets that monitor the implementation of changes, including tracking key performance indicators (KPIs) and reporting on the effectiveness of the change management process.
Leads post-implementation reviews to evaluate the success of changes and to identify lessons learned.
Oversees the compliance of change management activities with relevant laws, regulations, and internal policies; manages the documentation and maintenance of records to support audits and governance requirements.
Manages emergency change processes to handle urgent changes that must be implemented immediately to resolve critical issues.
May serve as a change leader for enterprise-level IT products/projects.
Develops effective reports and documents to communicate findings and analysis to the product team and business stakeholders.
Oversees rigorous quality assurance processes to deliver reliability, performance, and safety objectives.
Oversees staff workload and quality of work, addressing performance issues when needed.
Performs other duties and tasks as assigned.
Observes the work performed by the contractor.
Reviews invoices and approves them if the work meets contractual standards.
Addresses performance issues with the contractor when possible.
Escalates issues to other parties as needed.