Digitain

Job description:

Digitain is seeking a self-motivated, passionate and self-driven professional to fill the vacancy of the Change and Release Unit Manager.

/en/change-and-release-management-unit-manager-24

Job responsibilities

Management of Change and Release unit’s employees, including:

• Providing leadership and direction in the execution of their duties, motivating their performance, managing their interests and concerns, and instilling loyalty, engagement and retention
• Developing talent, fostering learning and growing through with mentoring and on the job training
• Set goals for performance, support, and development of staff through regular coaching meetings, training needs analysis, development plans
• Access, Software and hardware asset management and control
• Promote teamwork, company management messages and knowledge sharing as a first level manager
• Responsible for Quality Check of Tickets processing and proposing constant measures for service quality improvements
• Responsible for organizing, coordinating and frequently updating knowledge base both for internal and external customers
• Providing an escalation point for all urgent and complicated issues
• Ensure Change and Release management unit systems and processes meet industry and security best practice
• Develop an effective and workable ITIL framework for managing and improving customer service
• Monitor, analyze and report Release management processes
• Prepare daily/monthly Change management, post-release reports as requested, analyze and organize presentations for separate departments, management based on specific requirements
• Change and Release management unit reports analysis and proposals development to move Reporting to the next quality level
• Keep up to date with all company products and maintain high level knowledge about our in-house software, learn and train other staff members on new products and service technologies
• Manage, maintain and deliver documentation relevant to the Change and Release management unit processes and operations, including work instructions, policies and procedures
• Maintain and nurture business relationships through effective communication with internal stakeholders and company partners, act as the communications lead and become a reliable point of contact for the Company Staff
• Monitor, audit, report, and analyze the health of the Change and Release management unit’s function using ticket-related performance KPIs
• Continuously increase professional skills
• Be ready and willing to take on additional responsibilities
• Participate in Employee hiring process
• Other duties as assigned by the immediate the Head of Service Management Department

Required qualifications

• Graduate degree, preferably in Business
• Experience/understanding of ITIL methodology
• Proven work experience as a team leader or supervisor
• Strong organizational skills to give the team direction
• At least 2 years of work experience out of which 1 year should be in the field of IT, Project Management or Consulting
• Fluency in Armenian, Russian and English languages
• Advanced computer user
• Fluency in MS Office
• Knowledge of JIRA Software and JIRA Service Desk is a plus
• Knowledge of ITIL Standards is a plus
• Knowledge of Project Management principles
• Skills and experience of process implementation is desirable
• Reporting and analytical skills, knowledge of reporting software is a plus
• High sense of responsibility
• Hardworking, initiative and flexible personality
• Excellent interpersonal and communication skills
• Ability to work under high pressure
• Ability to prioritize and simultaneously perform different tasks
• Passion, drive and motivation to learn new skills and knowledge
• Experience in managing multiple projects simultaneously

Required candidate level: Senior

Additional information