ITIL Change Manager
- London, UK
SG Digital is a world leading provider of software for the Sports betting and Casino (iGaming) industry. It’s Sportsbook and Casino products drive many of the world’s leading betting and online gaming brands worldwide. Products are a mix of SaaS and on-premise deployments due to regulatory requirements.
We work in a highly regulated industry. We are recruiting a Change Manager experienced at using ITIL/ITSM change management process to ensure due diligence, including evaluating risk, ensuring approval and recording of all changes to production systems.
Change Management is part of the global Quality Process team which owns and manages SG Digital’s Change Management, Incident Management and Problem Management ITIL processes.
Our change managers support geo-dispersed product and infrastructure teams for our global customer base.
We currently run twice weekly Change Control Board meetings for regular change requests plus specific Change Approval Board meetings for major releases. There is also an Emergency Change Control Board process.
The goal is not to place roadblocks in the way of deployments but rather to facilitate the business to move forward safely as rapidly as possible. We look to design and implement shrink-to-fit process to manage change risk as effectively and efficiently as possible.
We are frequently audited by regulators and must be able to demonstrate due diligence in our change control process.
More importantly, change deployments are a major source of incidents in the IT industry. Effective change management is key to avoiding post-deployment production incidents by identifying risks and issues up front, ensuring appropriate mitigation is put in place, and objectively evaluating the risk/benefit of proposed changes, ensure business owners sign-off on the risk. That is, we deploy changes with our eyes wide open.
The Change Manager ensures due diligence is followed to obtain customer and, where required, regulator approval, that appropriate QA has taken place, the necessary resources to deploy the change are available, and any required “extra care” is in place to support releases post-deployment.
Basically, our Change Managers are the glue to ensure the left hand knows what the right hand is doing and why.
In some jurisdictions, the regulator may require their retrospective approval for any emergency change deployed. The Change Manager will work with the relevant Major Incident Manager to ensure such regulatory compliance.
We strive for continuous improvement and continuous learning. Post deployment blameless post-mortems are encouraged to identify improvement opportunities. This includes continuous improvement of the Change Management process itself.
Program Management skills to ask common sense questions regarding who, what, when and why and the ability to evaluate the trustworthiness of the answers and drill down where necessary
Good judgment to evaluate risk and issues on technical projects even where you don’t understand the technical details. Basically, do you trust that the change requester has correctly evaluated the risk of the proposed change ?
Leadership skills with the ability to exercise sound judgment and be decisive under pressure
An understanding of how to tailor the process to particular circumstances. That is, understand when a lighter weight process can be used and when the downside risk demands a more comprehensive risk/benefit evaluation is needed.
Calm, methodical, proactive, with great attention to detail
Strong integrity. Stands up when needed to diplomatically derail a change request when appropriate and not be steam-rollered, including ensuring the business owners sign off to accept identified risk where appropriate.
Strong facilitation, teamwork, influencing and interpersonal skills
Excellent written and oral communications skills
Ability to train users in the process and coach people in best practice.
Ability to translate technobabble into terms a business customer or internal executives can understand
Customer focused, passionate about the customer experience
Asks open questions to generate and evaluate options
Good problem solver, analytical mind
Ability to multitask and prioritise effectively
Proactive, positive, “can do”, collaborative attitude
Displays common sense
Team player with the ability to also work independently with minimum direction
Focused on continuous process improvement, including keeping it simple
A broad understanding of technology and software applications
A broad understanding of business and the cost/benefit business impact of decisions
IT Service Management experience, ideally as a certified Change Manager
Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment
Technical Project/Program Management experience, IT Operations or Technical Support experience
Broad experience of IT infrastructure and applications
Commercial experience, with an understanding of SLAs and contractual obligations
Sports betting and/or Casino (iGaming) industry experience an advantage
Experience working with Service Now or JIRA an advantage