Sr. Manager, Business Processes

OpenText

  • Waterloo, ON
  • Permanent
  • Temps-plein
  • Il y a 28 jours
OPENTEXT - THE INFORMATION COMPANYOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.YOUR IMPACT
The Senior Manager, Change and Release Management, will perform as the ITIL Process Owner and Organizational People Manager for the Change and Release Management teams within the Service Management organization. This is comprised of teams focusing on Change and Release Management Processes, which drive continuous service improvement. The Senior Manager has direct ownership and oversight of the enterprise processes and operational staff who execute the Change and Release Management daily operations. The successful candidate will provide oversight of daily operations, ensuring tactical and strategic goals are achieved. They will be responsible for the execution and continuous improvement of the change and release processes, working with other members of the service management team to meet OpenText’s business needs and Customer Requirements.WHAT THE ROLE OFFERS
  • Champion and support an IT Service culture
  • Oversee the development of change and release management processes and controls to ensure quality is maintained to meet business objectives
  • Champion and promote improvements on an ongoing basis to continually improve quality and customer satisfaction with services and products
  • Drive for continuous improvements in the rate of change related failures, and incidents caused by change, feeding information and KPIs back to engineering owners.
  • Review Service Management data and KPIs, to ensure business and service support leaders gain insight into the relative health of their services and the effort taken to achieve their goals.
  • Co-ordinate inter-process changes with process owners
  • Ensure alignment of Change and Release Operations solutions to OpenText business needs
  • Formulate, agree on, and maintain an appropriate process structure for alignment and integration with all Service Management business functional areas.
  • Ensure appropriate OLAs/SLAs in place to support any new services
  • Analyze and review actual performance against KPIs, SLAs and OLAs
  • Provide regular reports on change performance and achievement to OpenText Business and Service Delivery and Support Leaders
  • Review third party underpinning agreements where necessary
  • Agree on and support appropriate actions to maintain or improve service levels
WHAT YOU NEED TO SUCCEED
  • Bachelor's degree or equivalent experience Leading IT teams and organizations
  • Demonstrated knowledge of Service Management concepts and practices.
  • Previous Service Management Service Operations Leadership experience desired
  • Previous Change and Release Management experience required
  • Prior history operating in a fast pace, high visibility role within a global company with significant operations in EMEA, AP and LA
  • ITIL Intermediate Service Operations Certification or equivelent Certification or experience/skills desired
  • Advanced leadership skills, leading teams in more than one functional area is required.
  • Strong decision making, problem solving and team building skillsets
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText