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Change Management Lead

3 months ago

Mississauga, Ontario, Canada Centrilogic Full time

Change Management Lead

Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves.

PURPOSE AND OBJECTIVES

Over nearly 15 years, we've become a premier global provider of multi-cloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services.

Headquartered in Canada and with regional headquarters in the U.S. and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.

The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.

EXPECTATIONS AND TASKS

The Change Management Lead is responsible for overseeing and optimizing the processes of Change Management, Change Approval Board (CAB), and Configuration Management Systems (CMS / CMDB) for Centrilogic. This role involves enforcing change policies, promoting lean thinking, error-proofing processes, and maintaining data integrity.

Among other responsibilities, you should expect to do the following:

Change Management

Facilitate, coordinate and chair Change Advisory Board (CAB) – including meetings, selecting stakeholders, action items, etc.

  • Maintain and improve change management processes in line with ITIL guidelines, focusing on error-proofing the change process to maximize the number of successful changes and leading post implementation reviews to determine areas for improvement.
  • Ensure all changes are properly documented (including backout and communication plans), have detailed resourcing plans in place with backups and are reviewed by the appropriate technical teams to minimize the number of failed changes and incidents resulting from changes
  • Ensure Centrilogic provides all relevant information regarding implementation plan and logistics required by the customer to obtain their internal approval for the respective changes.
  • Collaborate with teams to implement improvements in service quality and customer satisfaction.

Service Configuration Management

Manage the Centrilogic Configuration Management System and associated processes, ensuring all relevant Configuration Items are captured, documented, and maintained.

  • Align with Practice teams on required fields for each IT asset / configuration item and which are mandatory/optional
  • Conduct periodic audits to ensure the accuracy of the Centrilogic CMS/CMDB.
  • Define processes to ensure the relevant Practices are aligned to creating and maintaining their respective Configuration Items.

ITIL compliance

Ensure adherence to ITIL (Information Technology Infrastructure Library) best practices in Change Management.

  • Collaborate with teams to implement improvements in change management processes, service quality and customer satisfaction.
  • Communicate planned maintenance activities and act as Deputy Incident Manager when needed.
  • Communicate directly with customers and internal stakeholders on client get well plans and major incidents.

Strategic Planning

  • Enhance CMDB and Change Processes:

Develop strategies to error-proof CMDB entries using automation and validation tools.

Design continuous improvement plans to optimize overall change management processes.

  • Expand and Strengthen Change Approval Board:

Strategically expand the CAB by recruiting and training diverse, cross-functional members.

Define clear roles and enhance decision-making efficiency within the CAB.

  • Innovate Data Governance and IT Roadmap:

Establish robust data governance policies and conduct regular audits.

Collaborate with executive leadership to define and prioritize IT projects aligned with business goals.

Be part of a small, tight-knit team of professionals

  • Working collaboratively on customer-oriented projects.
  • Learn new skills and technologies that will open paths to many new possible careers. The learning never ends – you are expected to continuously learn and up-skill during your time here.
  • Get the small startup feel with enterprise backing.
  • Innovate and prototype new processes that will help Centrilogic run simple.

EDUCATION

University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.

SKILLS AND COMPETENCIES

Required:

  • The ideal candidate will possess strong problem-solving acumen, deep expertise in problem management methodologies, and the leadership skills necessary to orchestrate collaborative efforts across operational teams for effective and sustained issue resolution.
  • ITIL Certification or equivalent experience.
  • Proven experience in change management and ServiceNow (ITSM).
  • Excellent Critical Thinking and Emotional Intelligence skills.
  • Ability to communicate effectively at different levels – engineers, managers, ELT and C-level.

Experience in one of the following subject matters is a plus:

  • Advanced Knowledge in Change Management Methodologies
  • Intermediate Knowledge in Problem Management and Root Cause Analysis Methodologies
  • Basic knowledge of any Network technology (Cisco, Juniper, VMWare, Dell EMC, etc.)
  • Basic knowledge of any Firewall and Security tools (Fortinet, Firepower, SRX etc.)
  • Basic knowledge of any IT Infrastructure Monitoring system (Logic Monitor, Azure Monitor, etc.)
  • Basic knowledge of any Backup / Disaster Recovery solutions (CommVault, Zerto, etc.)
  • Basic knowledge of Hosting, VPS, Public or Private cloud services (Azure, AWS, etc.)

WORK EXPERIENCE

  • 5+ years of experience in the technology field.
  • Experience in a Service / Network Operations Center or Mission-Critical Control team is a plus.
  • Foosball, ping pong and/or pool skills are not required but appreciated :-)

LOCATION

  • Hybrid work – (max 3 days/week in the office)
  • Centrilogic offices – Toronto (Downtown) or Mississauga (Square One)