SIAM- Process Manager (ITIL Process)

1. Role Overview :

SIAM cum Multi-vendor ITSM Change/Release/Hardware Asset/Configuration Manager would be responsible to manage processes across the technology tracks for a customer with 8x5 coverage (need to align to customer business hours and may need to provide on-call support)

Looking for Process Managers for each of the below mentioned ITIL Process Domain :-

Job Description:

Change Management

i. End-to-end ownership & responsibility of day-to-day Change Management support

ii. Coordinate with respective support group’s Change Owners/Implementers to ensure completeness of change records for different inputs like implementation plan, roll back plan, Risk & Impact Assessment, required approvals etc.

iii. Lead and manage Change Advisory Board (CAB) or E-CAB

iv. Lead Post Implementation Reviews (PIRs) for various critical changes

v. Participate or lead required reviews, discussions related to change management

Release Management

i. Take the ownership to oversee the day to day operations relating to Release Management

ii. Ensure Release Requests are assessed properly and effective Risk assessment and review of Release across teams

iii. Ensure Release Process compliance, audit process, provide necessary feedback to Service Providers for improvement

iv. Forward Plan the release windows and cycles across Service Providers.

v. Manage risks and resolves issues that affect release scope, schedule and quality.

vi. Measure and monitor progress to ensure releases are delivered on time and that they meet or exceed expectations

vii. Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes

viii. Manage relationships and coordinate work between different teams, suppliers at different locations

ix. Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.

x. Negotiate, plan and manage all release activities.

xi. Participate in CAB meetings to discuss release scope and/or roadblocks.

xii. Maintain the release schedule for all core services and ensure alignment across teams

Hardware Asset & Configuration Management

i. End-to-end ownership & responsibility of day-to-day Hardware & Configuration Management support

ii. The IT Asset & Configuration Manager manages, controls, and protects the organization’s IT assets & their relationship (i.e., hardware, virtual etc.) throughout their life cycle, from acquisition through final disposition. In addition, the IT Asset Manager designs, develops, and implements the organization’s asset management strategy. He would be responsible to manage/oversee Asset/CI updates across the technology tracks for a customer in a multi service provider scenario

iii. Develop and maintain company policies and processes.

iv. Coordinate with respective Service Provider’s & Internal teams like Procurement for Hardware & Configuration Items to ensure updates to Asset Database & CMDB using controls like audits, reviews etc.

v. Manage the CI to CI relationship with proper control.

vi. Collect information for budgeting, inventory, contract summaries and cost comparisons.

vii. Ensure process adherence & compliance along with process/tool level integrations with other key processes like change, incident management etc.

viii. Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.

For All Process Areas

i. Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups with good command over various technology areas from functionality perspective

ii. Regularly assess & identify gaps in current process and suggest improvements

iii. Prepare/update training material & conduct operational trainings/refreshers whenever required

iv. Utilize implemented KPIs/SLAs for regular measurements & reporting

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