Change & Release Manager

Position Summary

To be accountable for the effective management and governance of IT Service Management Process within Aspire Lifestyles ecosystem that spans a wide range of applications and services which include Enterprise-class telephony, CRM and Aspire digital products and services. The Change and Release Manager will also collaborate closely with shared services supporting areas such as End User Computing, Networks. This role to ensure adherence, follow standardized processes and responsible for minimizing risk and service disruption to business operations and drive continuous improvement across the organization

Key responsibilities

• Managing the end-to-end change management process for IT services consumed by Aspire and its customers, ensuring all changes are logged, assessed, approved and implemented in a controlled manner in the Production environment.
• Maintain high standards for change quality by ensuring proper impact assessment, risk mitigation and post-implementation validation.
•  Set up of Change Advisory Board, Engage and lead change review meetings with Enterprise and Digital teams to evaluate changes.
•  Ensure the Test signoffs, Runbooks, Business approvals, Communications to stakeholders are attached to the change record before providing final change Manager signoff.
•  Monitor and bring improvements to change success rates and reduction in incidents related to changes.
•  Oversee the release management process by managing release schedules and deployment timelines, coordinating with development, QA and product owners, and participating in go/no-go decision meetings.
•  Maintain and govern the Release Calendar as a single source of truth, providing visibility of planned changes and releases across IT teams and proactively identifying, managing and resolving scheduling conflicts.
•  Set up of reporting dashboards to provide visibility into process performance, risk and process effectiveness.
•  Collaborate with technology and CMDB team to ensure that any changes made to CIs are accurately reflected in the iCare system and CMDB is always up to date reflecting all the CIs within the Aspire Environment.Coordinate with Partners to ensure Hardware and Software assets are accurately updated in the central repository (iCare) and have a process in place for regular reviews.
•  Analyse tickets trends to drive down the ticket volumes.
•  Process in place for regular reviews to keep all our application licenses current.
•  As a team player, responsible for establishing and enforcing governance frameworks, processes and controls to achieve desired business outcomes.
•  Drive continuous improvement of ITIL practices, including automation, standardization and
  innovation to enhance process efficiency.

Job Requirement

• Bachelor’s degree in IT, Computer Science or related field.
• 6-10 years of experience in Change and Release Management.
•  Strong understanding of ITIL framework.
•  Hands-on experience with ITSM tools such as: ServiceNow Jira Service Management
•  Experience in managing CAB meetings and stakeholder communications.
•  Good analytical and risk assessment skills.
•  Decision-making and problem-solving.
•  Leadership and Coordination.
•  Attention to detail and governance mindset.
•  Strong communication and coordination abilities.
•  ITIL Foundation (preferred)
•  Self-starter who can work with minimal supervision.

We take care of our employees

• Medical coverage for employee
• Highly engaged and empowered work culture
• Continuous learning & development