Global Change and Cmdb Manager

3 weeks ago

Edmonton, Canada Finning International Inc. Full time

Company:
Finning International Inc.

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Job Profile Summary

Reporting to the Global Service Management Office (SMO) Manager, the Global Change and Configuration Manager, leads all aspects of the IT Change Management and Configuration Management processes across Finning’s global operations. The role has accountability for the governance and performance of the administrative processes, and the integrity of the data utilized by them. Through collaboration with internal and external business partners, this position strives to continually improve performance as demonstrated by Service Level Agreement (SLA)/Operating Level Agreement (OLA) metrics. In collaboration with the Project Management Office (PMO) this position gathers requirements, design, implement and monitor performance of Change and CMDB processes for new systems implemented globally.

**Job Description**:
Major Job Functions:

- Process Excellence: _
- Deliver effective Change and CMDB Management processes across all Finning regions. (30%)_
- Identify and promote ‘shift-left’ opportunities i.e. integrations to automate maintenance activities, building catalogue of Standard changes, consolidating CABs.
- Customer-focused approach, ensuring the best service for end-users globally.
- Measure & Improve: _
- Oversee process to ensure SLAs and OLAs are reported, published and met by support teams and collaborate across D&IT to continuously improve outcomes. (30%)_
- Build and develop reports/dashboards to identify potential blockages in processes.
- Lead improvement initiatives with D&IT groups globally.
- Projects Excellence: _
- Support project implementations with regards to role responsibilities (20%)_
- Ensure appropriate diligence is performed through the project lifecycle and a smooth transition to operations is achieved.
- Governance: _
- Design, execute, maintain and measure adherence to corporate policies related to IT service management. (10%)_
- Clear and accurate policies are maintained for end-users and D&IT users.
- Change Advisory Board: _
- Run the global CAB and the incumbents’ local CAB’s. (5%)_
- Team Lead: _
- Responsibility for the day-to-day tasks allocated to the CMDB Analyst (5%)_

Accountability:
- Global Configuration Management Database (CMDB)- Global Change processes and Change Advisory Boards (CABs)- Establishes and controls all core Change and CMDB governance processes- Onboarding new 3rd party vendors performing Changes on behalf of Finning- Meeting or exceeding Service Level Agreements (SLAs) set with the business related to timeliness of service delivery, cost, quality of service and overall satisfaction- Accountability for continuous improvement project outcomes

Qualifications:
- 5+ years of progressive, related experience- Skilled at IT service management (ITSM) and IT Service Management measurement models- Experience with process improvement- Working within and leading initiatives with global teams- Post-secondary education in a related technology field- ITIL certification (minimum ITIL v3 Foundation)- Strong knowledge of ITSM and IT asset management best practices- Knowledge of IT service desk and support best practices- Process improvement (ie.6 Sigma or equiv.)- Organizational Change Management- Cost/benefit and business analysis- Knowledge of ServiceNow is an asset- Ability to speak Spanish is an asset

Soft Skills:
- Strong technical skills- An able leader, capable of working with and influencing remote teams- Excellent relationship building, collaboration and social skills- Extremely customer focused.- Demonstrates professionalism in all business communications and interactions.- Communicates effectively in technical and/or business terms.- Demonstrates cultural understanding and adaptability- Strong analytical, problem solving and persuasion skills.- Time management and prioritization skills.

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