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Senior Director ITSM Change Management
2 years ago
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Santander is looking for a Senior Director of ITSM Change Management to oversee all aspects of change for all business entities in the US and Mexico. The candidate must be fully fluent in English and Spanish. The role will report into the CIO, Head of Infrastructure Operations for North America. The Senior Director of ITSM Change Management is responsible for managing the change queue and ensuring changes are made efficiently, with minimum risk to the organization. A change manager should, ideally, facilitate change by understanding and managing the risk and not stop the change. An effective change management process is aligned to the business, enforces the risk posture, and facilitates change with an agile process. The change manager has a duty to protect the Business and the IT systems of the Bank and its entities, ensuring the changes that are made do not present an unacceptable risk. He or she must look for conflicts in active changes and determine the most appropriate time to commit changes to the production systems.
In the ITIL framework , the change manager is responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business. The change manager will convene and chair the CAM, CAB and eCAB, ensuring the information presented to these groups is complete and provides them with the information they need to make informed decisions about the changes, prioritizing and approving them, or rejecting them.
The qualified candidate will have experience leading a Change Management Organization in a multi-entry, highly regulated organization, preferably Banking or Financial Services. Since this position will engage with Technology, Operations and the Business in Mexico and the US, the candidate must be fully fluent in English and Spanish. The successful candidate will display the ability to lead a risk-based program and deliver proper controls and processes to ensure the integrity and availability of all Core Banking and Critical Systems. The candidate will have face to face experience with government regulatory agencies in either of both the US and Mexico and be able to communicate critical regulatory requirements and policies that would be adhered to.
Skills and Abilities:
- Review and record requests for change (RFCs)
- Categorize change requests
- Prioritize changes according to business objectives
- Manage the transition of changes from the development team to operations
- Accept or reject RFCs
- Convene the change advisory board (CAB) meetings
- Coordinate the building, testing, and implementation of changes
- Mediate conflicts related to the change where necessary
- Create and circulate the change schedule
- Conduct Post Implementation Reviews (PIRs) after the implementation of changes
- Maintain all change documentation (policies, procedures, templates, etc.)
- Produce management reports
The working environment of a change manager:
On a daily basis, the change manager must work with a great variety of people, both within IT and the business. He or she must have a good understanding of the business’ needs and goals to help prioritize the changes that will have the biggest impact on the business’ bottom line. The change manager will work closely with both the Incident and Problem Manager to ensure issues having a negative impact on the business are prioritized for repair. The change manager will liaise with the business relationship manager to understand the business’ needs and to make certain the appropriate parties in the business understand any IT infrastructure issues that may be affecting productivity. During this era of DevOps, the change manager will work between development and operations, providing a smooth transition of services from Dev to Ops without placing artificial barriers which may hinder an agile way of working while still managing risk for the business. Scope will include servers, operating systems, databases, networks, storage, end-user computing, and IT for IT solutions. Qualified candidates must have experience working in a highly matrixed organization using shared services with complex vendor relationships, extensive use of contract resources, 24×7 availability of mission critical platforms, and regulatory scrutiny.
- Bachelor’s degree in computer science, information systems or related field, or equivalent work experience is required.
- Fully fluent in English and Spanish
- Experience with ITIL Processes; IAITAM certification, such as CHAMP, CSAM, and CITAM is preferred.
- Agile methodology certification or other cloud services process certification recommended.
- Ten or more (10+) years of combined experience as an IT lifecycle, assets, or obsolescence manager with strong knowledge of IT software and hardware required; prior experience in banking and financial services industry is preferred.
- Five or more (5+) years of experience leading large, cross-functional teams at a national scale, working with senior-level leadership and key stakeholders spread out across multiple locations.
- Five or more (5+) years of experience working with IT Service Management processes (ITSM) and CMDB tools and the specific business services that they support; ServiceNow experience is a plus.
- Minimal physical effort such as sitting, standing, and walking
- Some travel may be required (<30%)