Change & Configuration Management Supervisor

HQ

Job Details

Job Title:	Configuration & Change management Team Leader
Section:	Configuration & Change management
Functional Level:	Supervisory
Department:	Technology Platform
Sector	Technology Platform

Reporting Lines

1. Reporting Lines:
Reports directly to:	TBD
No. of subordinates:	TBD
Budget:	Confidential

Job Purpose

The jobholder will be responsible for implement the policies, procedures, techniques, and tools that manage, evaluate proposed changes, track the status of changes, and maintain an inventory of system and support documents as the system changes, in addition to handling changes systematically so that a system maintains its integrity over time.

Job Responsibilities

Weekly review of changes submitted, assessing accuracy, quality control, ensuring documentation is correct and in alignment with changing windows and defined categories.

Report KPI's and metrics for both Change and Configuration Management Processes

Review and analyze risk criteria and impact across changes.

Track changes life cycle

Conduct post implementation reviews

Participate in the CAB (Change Advisory Board) meetings.

Handles the communication as part of change management process.

Identify CSIs and drive improvements in both process and ITSM toolset.

Maintain and audit configuration management database (CMDB), captured attributes of the configuration items (CI), including its relationships, importance, ownership and identification code…etc.

Participate in internal and external audit activities for both Change and Configuration Management

Supervisory responsibilities:

1. Manage and set priorities for all projects and tasks.

2. Provide daily supervision and guidance to the communication group.

3. Coach, support, and advise subordinates regularly, furthermore, appraises their performance.

.

KPIs (Key Performance Indicators)

Reporting 40%

Data accuracy. 15%

Customer Satisfaction 25%

Business continuity 15%

Audit Findings Resolved by Deadline 5%

Competency Model

Working Strategically - 2

Customer Orientation - 1

Critical Thinking - 2

Agility - 2

Innovation - 2

Leadership - 1

Technical competency level

Decision-making skills. -B

Data Collection & Analysis-I

Risk Assessments -I

Change Management-I

Analytical & Problem Solving-B

Specifications: Qualifications, Experience, skills

Minimum of a bachelor’s degree or equivalent in information technology, computer science or related field.

Knowledge and experience in servers & storage infrastructure, application servers, data protection and systems security across multiple redundant data centers.

Fair experience managing architecture teams.

ITIL expert certificate is a Must.

PMP / prince2 and TOGAF certificates are a plus.