Manager, IT Change Manager

Summary

Manages a team of resources focused on the design, delivery, support and optimization of Celestica's IT infrastructure, including network, computing, storage, telecommunication, and mobile devices.  The Manager, IT Infrastructure collaborates with business and IT partners to plan and deliver strategic projects, enhancement work and baseline requests according to established service levels, budgets, and compliance standards. The Manager, IT Infrastructure has a solid understanding of the IT operations framework and solution lifecycle, and extensive hands-on experience with infrastructure technologies.  The Manager, IT Infrastructure also fosters a service management culture rooted in continuous improvement, and focuses on building organizational strength by leading change and leveraging Celestica's HR processes.

Detailed Description

Performs tasks such as, but not limited to, the following:
• Leading the change management activities within a structured process framework.
• Designing the strategic approach to managing change and support operations that fall within the domain of change management.
• Evaluating the change impact and organizational readiness to limit potential risk.
• Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate user base.
• Evaluating the risk of change and providing actionable guidelines on reducing the impact.
• Evaluating resistance in adopting the change at the user, process, and technology level.
• Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.
• Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.
• Conduct post-implementation reviews to assess the decisions and performance related to the change request.
• The change process owner can have overlapping responsibilities with the ITIL Process Owner, specifically within the function of change management. The change process owner is responsible for defining and supporting the overall process involved in change management.
• Supporting the change manager in decisions for major changes.
• Evaluating Requests for Change (RFCs), the available resources, impact of change, and organizational readiness.
• Validating that appropriate tests and evaluation are performed before high-risk changes are approved.
• Documenting relevant processes and activities.
• Supporting the design of change implementation scheduling.
• Reviewing a change implementation process.
• Supporting the design and approving new change process models.
• Using the diverse knowledgebase, skills, and expertise of each CAB member to provide a unique perspective before a decision is finalized.

Knowledge/Skills/Competencies

• ServiceNow platform experience with a focus on ITSM, ITAM and ITOM
• Specific experience evaluating, recommending and implementing infrastructure solutions.
• Knowledge of the following technologies with specific experience with at least one vendor under each domain:

I. Compute (Cisco, Dell, HP, IBM including blade servers)
II. Collaboration (Cisco, IBM, Microsoft), database (Oracle, SQL Server, DB2)
III. Data protection (CA Technologies Arcserve, IBM Tivoli Storage Manager

IV. NetApp Syncsort, Symantec Backup Exec & NetBackup)
V. Mobile device management (Airwatch, BoxTone, Fiberlink MaaS360, Zenprise/XenMobile)
VI. Networking (Brocade, Cisco, Juniper, Palo Alto Networks, Proofpoint)
VII. Operating systems (Windows for desktops, Windows Server, HPUX, Linux)
VIII. Storage (EMC, Hitachi Data Systems, IBM, NetApp)
IX. Virtualization (Citrix, Microsoft Hyper-V, VMware).

• Experience evaluating or implementing public and private cloud solutions.

• Experience in scoping, planning and managing complex and concurrent technical activities supported by a strong understanding of IT project management.

• Experience with business requirements gathering and analysis.

• Understanding of information processing principles and practices.

• Experience with the Information Technology Infrastructure Library (ITIL) and IT Service Management. ITIL Foundations v3 certification a plus.

Physical Demands

• Duties of this position are performed in a normal office environment.

• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Typical Experience

• Eight Plus Years working in the IT industry.

Typical Education

• Bachelor’s Degree in Computer Science, Information Technology, Engineering or Business Administration.
• ITIL Certification

Personal Attributes:
• Proven ability to translate business requirements into technical solutions.
• Strong analytical and problem-solving skills; resourceful and capable of working in the abstract, with the ability to understand multiple facets of complex technologies.
• Experience leading the deployment of complex solutions involving multiple vendor technologies.
• Effective facilitator of technical decisions; comfortable with working through ambiguous initiatives to develop effective solutions.
• Excellent written, presentation, and verbal communication skills with experience communicating complex, technical concepts to all levels.
• Solid relationship management skills interacting horizontally and vertically across organizations.
• Ability to effectively prioritize and execute tasks in high-pressure environment.
• Exceptional customer service orientation.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.