IT Change Manager

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What you will be doing...
The Change Manager position is responsible to work as part of the Change Management team overseeing the IT, windows, and linux server change procedures utilized to manage requests for the various customers supported by the Integrated Solutions Desk. You will deliver IT changes, ensuring proper risk management and planning to minimize IT service disruptions and change-induced incidents. You will communicate with all levels of internal and external audiences, including engineering, executives, project management, and account teams.

In this role you will...

• Oversee and implement change procedures for diverse customer requests within the Integrated Solutions Desk.

• Process change requests.

• Ensure all change orders include all necessary information such as valid requests, configuration items, Methods of Procedure (MOPs), customer sign-off, implementation dates, and required approvals.

• Collaborate with Verizon support teams.

• Coordinate technical reviews and assign skilled engineers to execute changes effectively.

• Maintain a daily change schedule, track key completion metrics, and generate customer reports will be core aspects of your role.

• Participate in Change Advisory Board (CAB) meetings to facilitate the change approval process.

• Help direct activities and establish control during changes and incident resolution activities involving customers.

• Manage bridge calls with engineers and customers.

• Ensure that service is maintained or restored quickly following activities being performed for the customer.

• Serve as customer liaison and technical translator to ensure the customer understands what actions are being taken on their behalf.

• Ensure event details, status updates, metrics and/or completion statistics are provided as needed to the customer, account teams and Network Assurance management.

• Identify and may recommend process improvement opportunities on more difficult issues; identifies root causes for negative impacts to customer's service.

Where you'll be working...
In this hybrid role you'll have a defined work location of Ashburn, Virginia that includes work from home and assigned office days set by your manager

What we are looking for...
You possess a strong customer service orientation with attention to detail. You are motivated by taking ownership of a Change Management issue and ensuring its successful resolution. You are able to understand and evaluate a complex problem and present solutions. You work well independently as well as effectively with diverse business teams and customers to execute the Change Management process.

You'll need to have...

• Bachelor's Degree or four or more years of work experience

• Four or more years of work experience in an IT, change management, project management or engineering role

• Experience working independently as well as on large teams

• Experience with work that is dependent on your attention to every detail

• You must have, or be eligible to qualify for, a clearance at the Public Trust level

Even better if you have...

• Bachelor's Degree in a technical field

• ITILv3 or ITILv4 certification

• Experience in an IT Service Management role

• Experience in an IT Change Management role

• Experience with Microsoft Excel and Word and/or Google Sheets and Docs

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