Manager, IT Change Management

Manager, It Change Management

Position Objective : This role is responsible for developing and maintaining a comprehensive technology change management strategy that supports the organization's goals and IT framework, ensuring continuous enhancement of IT change and configuration functions. The role includes managing IT change and configuration projects, establishing policies and procedures across IT divisions, and maintaining alignment with industry best practices. This role requires assessing risks, analyzing the impacts of changes, and leading communications with stakeholders to ensure smooth transitions and minimal disruptions. Additionally, the position entails managing the selection and training of automated systems that support change and configuration management functions, maintaining compliance with regulations, and conducting post-implementation reviews to facilitate continuous improvement.

Responsibilities :

• Develops and maintains a technology change management strategy that aligns with the organization's objectives and IT architecture and allows for the continuous improvement of IT change management and configuration functions.
• Develops change management processes and serves as an integration point for other processes, including incident, problem, configuration, availability, and event management.
• Uses analytical skills and judgment to identify critical issues that may impact the business units as a result of an open incident or problem.
• Assists subject matter experts in investigating and resolving priority level one incidents and problems to include chronic performance problems / impaired services.
• Develops and facilitates policies and standard operating procedures regarding change control methodologies and application to the affected environment.
• Creates status, audit, and metrics reports on IT changes on a daily, weekly, monthly, and annual basis.
• Assists in mentoring and training of staff to gain experience and expand technical skill set.
• Manages projects related to IT change management and configuration management.
• Manages the development, implementation, and maintenance of common policies, procedures, and processes for all IT divisions and MTA agencies for IT change management, configuration management, and deployment of hardware / infrastructure, based on industry best practices and experience with the MTA organization and IT environment.
• Assesses the test plans, test results, and risks associated with proposed changes and analyzes their potential impact on business operations, IT services, and stakeholders to coordinate; coordinates the prioritization of changes and decision of the appropriate level of scrutiny and authorization.
• Leads the communication of change plans, status, and outcomes to all relevant stakeholders, interfacing with the MTA IT Applications, Security, and Infrastructure divisions, agency relationship management, agency representatives, and system users as needed to ensure buy-in for changes and minimize disruption.
• Manages the evaluation, selection, implementation, training, and maintenance of systems supporting the IT change management and configuration management functions.
• Researches and recommends improvements and automations to streamline the IT change management process.
• Establishes training and support for IT staff and users affected by changes.
• Develops and maintains reports, indicators, and performance targets that monitor the implementation of changes, including tracking key performance indicators (KPIs) and reporting on the effectiveness of the change management process.
• Leads post-implementation reviews to evaluate the success of changes and to identify lessons learned.
• Oversees the compliance of change management activities with relevant laws, regulations, and internal policies; manages the documentation and maintenance of records to support audits and governance requirements.
• Manages emergency change processes to handle urgent changes that must be implemented immediately to resolve critical issues.
• May serve as a change leader for enterprise-level IT products / projects.
• Develops effective reports and documents to communicate findings and analysis to the product team and business stakeholders.
• Oversees rigorous quality assurance processes to deliver reliability, performance, and safety objectives.
• Oversees staff workload and quality of work, addressing performance issues when needed.
• Performs other duties and tasks as assigned.
• Observes the work performed by the contractor.
• Reviews invoices and approves them if the work meets contractual standards.
• Addresses performance issues with the contractor when possible.
• Escalates issues to other parties as needed.

Qualifications :