Accountabilities

Enterprise Change Management Governance: Own and oversee the end-to-end change management governance process across the business unit, ensuring compliance with established operational frameworks and procedures. Continuously improve change management standards, processes, intake templates, and validation requirements across all service delivery towers.
Technical Review Board Leadership: Chair Technical Review Board (TRB) meetings and serve as the final governance authority for proposed changes. Evaluate risk classifications, architectural impacts, rollback strategies, and monitoring plans, making decisions to approve changes, request rework, or escalate issues when necessary.
Change Implementation and Validation: Supervise change implementation and post-deployment validation, ensuring all production changes meet established technical and application testing requirements. Verify that supporting evidence satisfies the Validation Test Library's predefined pass/fail criteria.
Post-Change Monitoring and Closure: Lead and coordinate the Hosting Response Bridge (HRB), ensuring 24/7 monitoring throughout post-change stability windows. Detect anomalies promptly, initiate response teams when necessary, and enforce alert-suppression procedures and pre-change baseline capture. Authorize final change closure only after the required observation period, successful validation, and complete supporting documentation.
Rollback and Risk Control: Establish and document predefined rollback triggers during TRB reviews, including maximum decision timelines. Exercise rollback authority immediately when agreed conditions are met, escalating exceptions to the relevant Tower Leader.
Shift Handover and Operational Continuity: Ensure all open change activities, incidents, and operational actions are properly documented and transferred between shifts, with clearly assigned owners and follow-up responsibilities.
Operational Leadership and Incident Management: Oversee early detection, escalation, and rapid resolution of major incidents and critical operational issues. Ensure client requests, incidents, and problems are handled promptly and professionally while maintaining high service delivery standards.
Team Coordination and Resource Allocation: Lead team stand-up meetings, coordinate operational activities, manage shift handovers, and allocate resources across teams to ensure efficient issue resolution and uninterrupted service delivery.
Client Communication and Escalation Management: Support Shift Site Reliability Engineers in managing client communications, critical escalations, and service-related updates, ensuring transparency and professional stakeholder engagement.
Performance and KPI Management: Drive operational results through established performance indicators covering alerts, monitoring platforms, incident management, and ServiceNow (SNOW) case metrics. Identify performance gaps and implement corrective actions to improve service quality.
People Management and Development: Provide detailed and accurate performance feedback to team members, supervise attendance and participation, and motivate employees working rotating shifts. Collaborate with Tower Managers on employee evaluations, training effectiveness, technical development, and operational best practices.
Change Governance Performance Reporting: Prepare monthly reports covering peer-review SLA breaches, TRB gate-hold and rework rates, closure refusals, change success rates, change-related incidents over 24-hour and 7-day periods, rollback invocation and success rates, and process exceptions across service towers.
Operational Reporting: Monitor and report case management, ServiceNow, and alerting KPIs. Prepare bi-weekly change management control reports and provide actionable insights into governance effectiveness and operational performance.
Continuous Improvement: Identify opportunities to strengthen change management controls, improve incident response, and enhance operational workflows. Maintain rigorous governance standards to maximize successful change outcomes and minimize service disruptions.

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