Change Manager

Overview

Amadeus - Taguig, National Capital Region, Philippines – 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.

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
• Understand how main business drivers for change may impact 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 detailed implementation steps is thorough, clear and robust
• Ensure that the validation steps are specific and comprehensive; specify the proposed change window considering port operating hours and deployment resource capacity 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
• Invite additional technical specialists and other stakeholders to the Change Control Board (CCB) meeting
• Ensure the CCB agenda is of required quality and issued in advance of the meeting
• Conduct the CCB meeting and record the decision on each submitted change
• Inform all stakeholders of the approval decision for their submitted changes

Change Execution

• Update the change documentation repository with implementation, validation and rollback steps as specified in the change approval document
• Schedule change execution on the Activity Calendar and assign to the scheduled activity list
• Record the outcome of the change execution on relevant systems (SNOW, ICM-Change, Trello)

Post Change Quality Review for Continuous Improvement

• Schedule Post Change Review meetings with support and development technical specialists, R&D and Support management for any changes not completed successfully
• Analyze change specification and execution to identify process shortcomings and improvement opportunities
• Document actions clearly, make them measurable and assign 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 process improvement actions to ensure timely and quality implementation
• Conduct periodic quality reviews and identify improvement actions or changes to the Change Process document
• Save all change process improvement documentation and communicate to customers and management 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
• 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 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
• Strong 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 initiative
• Change management and adaptability; independent information gathering
• Good communication skills

What We Can Offer You

• Be part of a multicultural team of 18,000+ professionals
• Opportunities to solve complex problems
• Competitive compensation and benefits package with hybrid work setup

Diversity & Inclusion

Amadeus is committed to Diversity, Equity and Inclusion, encouraging belonging and fair treatment for all employees. 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 characteristic protected by law.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• IT Services and IT Consulting

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