IT Service Manager: Change, Asset/Configuration and Release

Location
Worcester
Posted
Oct 10, 2017
Institution Type
Four-Year Institution


IT Service Manager: Change, Asset/Configuration and Release

Worcester Polytechnic Institute


Department: INFORMATION TECHNOLOGY

Position Status: Temporary/Contract Positions

Basic Function:
The IT Service Manager will help to define, implement, communicate, and improve WPI IT service management processes based on industry best practices (ITIL, KCS, etc.). This position is responsible for Change, Configuration (Asset), and Release management processes to ensure the delivery of strategically aligned and reliable IT services while facilitating continual service improvement through the promotion of best practices.

Principal Duties and Responsibilities

  • IT Change Management (40%)

    - Oversee WPI’s IT Change Management process. Coordinate with the ITSM Program Manager. Represent Change Management within ITSM governance. Mature WPI’s change management process, identify and report on KPIs. Educate staff and advance the use of Change Management as needed.

    - Schedule and chair Change Advisory Board (CAB) meetings and eCAB (Emergency CAB) meetings, manage and coordinate change approvals - escalating as needed. Coordinate post-implementation reviews (PIRs) and report on Change activities.

    - Work with Service Owners, practitioners, IT leaders and business unit representatives to coordinate maintenance window and blackout period definition/approval process - managing adherence as needed. Identify process improvement opportunities and design or improve workflow and supporting tools.

  • IT Asset and Configuration Management (40%)

    - Lead WPI’s efforts to implement Asset and Configuration Management processes. Represent Asset and Configuration Management within ITSM governance.

    -Develop and execute an Asset and Configuration Management implementation road map. Educate staff and drive adoption of Asset and Configuration Management as needed. Manage installation of asset management software.

    - Lead the efforts to identify asset life-cycle management and configuration management needs, document requirements, work with other process owners to coordinate interfaces between configuration management and other ITSM processes, and develop and execute an implementation plan using existing tools.

    - Plan, manage and coordinate the development of asset life-cycle management and configuration management processes, procedures, workflow and related tooling to include software life-cycle management.

  • IT Release Management (20%)

    - Lead WPI’s efforts to develop Release Management processes. Coordinate with the ITSM program manager and PMO. Represent Release Management within ITSM governance. Develop Release Management implementation road map. Educate staff and drive adoption of Release Management as needed.

    - Lead the efforts to identify release management needs, document requirements, collaborate with other process owners to identify interfaces between configuration management and other ITSM processes. Develop an implementation plan road map.

    - Plan, manage and coordinate the development of Release management activities, processes, procedures, workflow and related tooling to include release life-cycle management.

    Position Requirements

  • Technical expert who is analytical, process-minded and has strong organizational skills.
  • Effective communicator who can easily adapt to audience, such as: technical experts, c-level executives, or business partners.
  • Experienced IT service management professional (ITIL, KCS, PMP, etc.) who applies strong interpersonal skills to build strong working relationships.
  • Skilled at requirements gathering, building consensus and gaining buy-in for initiatives.

    Experience working within a Higher Education environment preferred.

  • BA/BS in related field required.

    Posting Date: 10/09/2017

    Open Until Filled: Yes

    Special Instructions to Applicants:


    EEO Information:
    WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are seeking individuals with diverse backgrounds and experiences who will contribute to a culture of creativity and collaboration, inclusion, problem solving and change making.

    Criminal Background Check Statement:
    A pre-employment criminal records check is required.

    To apply, visit: https://careers.wpi.edu/postings/5079





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