Change Manager

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Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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Change Management is a discipline in IT service management.

The role of Change Manager is to control changes in a standardized manner in relation to a organizations policies, procedures and plans while ensuring minimal impact upon customers. The Change Manager must use appropriate authority and define Standard Changes.

Contents

The job

The Change Manager is a position within the scope of Change Management ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

  • Immediate seniors are Service Transition Manager and Change Authority (Global Change Board).
  • Immediate juniors are the Change Management team working on activities in the Change Management process.
  • "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
  • "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

  • The Change Schedule not adversely affecting the organization.
  • Number of Changes proceeding to Change Authority that should have been previously defined as Standard Changes, i.e. definition = low impact + low cost still going through Change Authority.
  • Number of planned Changes without detailed roll back plan.

Metrics

  • Number of bypasses made
  • Number of emergency changes, normal changes and standard changes
  • Number of changes defined as standard changes after one change management process run through.
  • Number of changes that comply with customer strategy
  • Reduction of number of unplanned changes
  • Reduction of unplanned service outages
  • Reduction of change roll backs
  • Reduction of number of incidents after approved changes
  • Evaluation process's predicted performance v actual performance more aligned

Responsibilities

Change Manager is responsible for:

Tasks

  • Anticipating the customer's changing business requirements.
  • Responding to RfCs from customers and internal IT.
  • Ensuring all changes are placed into one of the following categories: standard, normal or emergency changes, and are managed appropriately.
  • All changes must be recorded, risk assessed, categorized, prioritized, planned, tested, evaluated, released, documented and reviewed in a controlled and standard manner.
  • Developing a Change Management process model for the role of Change Manager.
  • Ensuring the Change Management process is fit for purpose.
  • Ensuring process description meets objectives.
  • Sponsorship, design, and continual improvement of the process and its metrics.
  • Holding and chairing CAB meetings as appropriate.
  • Following the organization's policies relating to employment.
  • Receiving, logging and managing all RfCs according to the Change Management process.
  • Implementing CABs and ECABs as appropriate to each IT service.
  • Collecting necessary information from CABs to authorize changes.
  • Issuing Change schedules in relation to each IT service and holds all necessary stakeholders updated .
  • Managing Post Implementation Reviews (PIRs).
  • Producing appropriate management reports.
  • Managing Service Improvement Plans (SIPs).

Personnel

  • Leading and supporting the Change Management team.
  • Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
  • Understanding the full scope of the Change Management process.
  • Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
  • Ensuring any disagreements with have the opportunity to become RfCs.

Reporting

  • To Process Manager (To ensure optimal process interaction)
  • To Service Transition Manager (To ensure changes are aligned with Transition plans)
  • To Service Owner (To improve all change decisions and change implementations)
  • To Change Authority (For Changes needing escalation)
  • To ITSG (To ensure all IT goals are aligned to business goals)

Authority

  • A Change Authority will define what level of changes are acceptable. Levels are determined by type, size, resources and risk.
  • Changes outside the scope of the acceptable level must be escalated hierarchically for authorization. As Change Manager you escalate changes to Service Transition Manager.
  • Standard Changes must be processed through Change Management at least once.
  • Emergency Changes should always have the goal of being tested before implementation. Consult with your ECAB as appropriate.

Resources

Internal resources

The Change Manager has internal resources available as defined by the organization for process owners.

External resources

The Change Manager has external resources as appropriate to ensure the fulfilment of the objectives of the change management process.

Qualifications

It is expected that the Change Manager has the competence required to competently manage the Change Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Change Management ITILv3 process better so that expectations are continually met.

Advancement

As Change Manager you have the possibility to apply for positions as Service Transition Manager and other key positions in the Transition phase. You are also encouraged to apply for other positions in Application and Technical Management.

Retrieved from "http://www.itframeworks.org/wiki/Change_Manager"
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