ITSM Change Manager

Company: Collins Aerospace
Location: Charlotte, North Carolina, United States
Type: Full-time
Posted: 09.NOV.2019


Date Posted: 2019-10-21-07:00 Country: United States of America Location: HNC01: UTAS Headquarters (HS) 2730 West Tyvola Road, Charlott...


Date Posted:



United States of America


HNC01: UTAS Headquarters (HS) 2730 West Tyvola Road, Charlotte, NC, 28217 USA

At Collins Aerospace, we're dedicated to relentlessly tackle the toughest challenges in our industry - all to redefine aerospace.

Created in 2018 through the combination of two leading companies- Rockwell Collins and United Technologies Aerospace Systems - we're driving the industry forward through technologically advanced and intelligent solutions for global aerospace and defense. Every day we imagine ways to make the skies and the spaces we touch smarter, safer and more amazing than ever. Together we chart new journeys, reunite families, protect nations and save lives. And we do it all with some of the greatest talent this industry has to offer.

We are Collins Aerospace and we hope you join us as we REDEFINE AEROSPACE.

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there's no better place to be right now than in digital. If you're an agile thinker who enjoys utilizing modern technology to make big improvements, then you're a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!

Job Description:

The IT Service Management (ITSM) Change Manager is a subject matter expert responsible for the governance, oversight, and successful execution of the Collins Aerospace ITIL-based global ITSM process framework. The Change Manager is the owner and ultimate authority for the global Change Management process, responsible for enforcing, monitoring, measuring, and continually improving the process. You will engage with internal Digital Technology and service provider teams to ensure that IT staff and ITSM tool sets are equipped for efficient and effective execution of the Change process. You will partner with Digital Technology leaders to develop and lead strategic roadmaps for ongoing ITSM process maturation. Reporting to the Manager of IT Service Operations, this position serves as part of an ITSM team that works drive operational excellence and continual improvement.

Principal Responsibilities:

  • Serve as owner, manager, and Subject Matter Expert for the global Change Management process, with overall accountability for process strategy, execution, and continual improvement
  • Develop and lead the execution of strategic roadmap for consolidation of multiple Change Management processes and toolsets into unified process framework
  • Ensure all Changes are documented, approved, and monitored appropriately in accordance with Change Management processes and standards
  • Facilitate enterprise Change Advisory Board (CAB) meetings to review and validate readiness of Changes for production implementation
  • Provide guidance and direction to other ITSM and Service Management Center support staff who will assist with day-to-day process support activities (CAB preparation and facilitation, reporting, auditing, etc.)
  • Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
  • Regularly review and update Process, Procedure, and other standard work as needed and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders
  • Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review measures/metrics and initiate actions required following the analysis of reporting data
  • Ensure effective audit controls are in place to demonstrate compliance to policy and standards
  • Identify skill gaps and opportunities to strengthen the capabilities of the global team and provide relevant process training as needed
  • Ensure efficient and effective integration between the Change Management process and other related ITSM process areas (e.g. Configuration Management, Incident Management)
  • Manage and execute ITSM projects and related initiatives with little to no supervision
  • Experience/Skills Required or Preferred:

    Required Qualifications:

  • ITIL v3 or ITIL 4 Foundation certification
  • 3 + years relevant experience in an ITSM role with responsibility for process design, implementation, execution, and continual improvement
  • Experience leading ITSM Change Management practices for a global company
  • Experience running Change Advisory Boards (CABs)
  • Experience with ServiceNow, especially with Change module and reporting capabilities
  • Ability to work in a large and matrixed corporate environment
  • Ability to work with and influence all levels of management
  • Ability to effectively communicate technical information to a non-technical audience
  • Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint
  • Preferred Qualifications:

  • Certifications such as ITIL Intermediate, Lean IT, Six Sigma, COBIT, PMP, Agile/Scrum
  • Experience with developing advanced reporting capabilities for ITSM process CSFs, KPIs, and operational/performance metrics
  • Experience with Configuration Management, especially as relates to controlling and maintaining data within a Configuration Management Database (CMDB) using Change Management
  • Experience with other ITSM process areas, especially Incident and Problem Management
  • Experience with Agile and DevOps principles
  • Experience with Vendor Management
  • Experience managing direct or indirect reports
  • Project and program management planning and organizational skills
  • Basic Qualifications:
    This position requires a Bachelor's degree in the appropriate discipline and 7 years of relevant experience or an Advanced degree in the appropriate discipline and 5 years of relevant experience.In the absence of a degree, 11 years of relevant experience is required.

    At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other -- propel us all higher, again and again.
    Some of our competitive benefits package includes:
    • Medical, dental, and vision insurance
    • Three weeks of vacation for newly hired employees
    • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution
    • Tuition reimbursement
    • Life insurance and disability coverage
    • And more

    Apply now and be part of the team that's redefining aerospace, every day.

    United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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