Change Manager

Overview

Job Title Change Manager

Purpose of the role

This person will be responsible for managing continuous 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.

• Change Quality Continuous Improvement and Management: Conduct regular quality assessment of the change management support process and identify opportunities for improvement; map, formalise and follow up on processes; identify, measure, track and report on key performance indicators to evaluate process effectiveness and efficiency; develop and promote tools and techniques to increase process efficiency and performance; develop, implement and maintain a performance measurement and reporting system; promote a process-based, customer-focused and performance-driven change management culture.
• Production Change Compilation: Understand how main business drivers for change may impact production; assess complex changes with broad impact on production activity and processes; gather technical information from subject matter experts; ensure necessary information on testing and detailed implementation steps is thorough and robust; validate proposed change windows in consideration of port operating hours and deployment resource capacity and availability in consultation with the DevOps Automation manager.
• Production Change Approval: Ensure the overall quality of Change Approval documentation and submission to the appropriate approval entity; involve cross-functional technical specialists for complex/ high-risk changes; invite additional technical specialists and stakeholders to the Change Control Board (CCB) meetings; prepare and issue the agenda for weekly CCB meetings; conduct the CCB meeting and record decisions; inform stakeholders of approval outcomes.
• Change Execution: Ensure the change documentation repository is updated with implementation, validation and rollback steps; schedule the change on the Activity Calendar and assign to the scheduled activity list; record the outcome of the change execution in relevant systems (SNOW, ICM-Change, Trello).
• Post Change Quality Review for Continuous Improvement: Schedule Post Change Review meetings for changes not "Completed Successfully"; analyze the change specification and execution process to identify improvements; make sure actions are clear, measurable, time-bound and assigned to a named individual; document actions for reporting and tracking delivery.
• Change Management Process Quality Reporting: Prepare monthly change process execution data for customer SLA reports and the Global Support management report; follow up on improvement actions; conduct periodic quality reviews and identify improvement actions or changes to the Change Process document; ensure documentation and communications are completed per process.

• 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
• Experience with AWS, Elastic Search and Kibana
• Service Management experience
• ITIL processes Incident, Problem, Change, SLA Management, Release Management
• Experience in software development life cycles
• Excellent written and verbal communication skills
• 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

• Add your voice to amulticultural team of 18,000+ professionals
• Challenge yourself to find solutions to complex problems
• Competitive compensation and benefits package and a hybrid work set-up

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.