Change and Release Manager
Fidelus Technologies, Ghana

We aren't a startup (we're 19 years young), and we aren't a Fortune 1000 company. We're in the sweet spot: big enough to compete for any client in our target market and small enough to be nimble and not bogged down by corporate bureaucracy.

Culture is incredibly important to us and to you. Really. Everybody says they have a great culture, but unfortunately, it doesn't always mean it's true. We think intensely about our culture. Does that mean ours is perfect? It's not, but what it does mean is that we talk and strategize about it constantly and hold a very high bar for teamwork and our values, making Fidelus an exceptional and fun place to work. Why? Because it benefits you and our clients.

Fidelus is a best-in-class technology solutions provider. Our clients are a who's who in some of the most demanding environments like large legal and healthcare organizations. Do they love us? Well, you decide: our Net Promoter Score (NPS) is a whopping 70 vs. the industry average of 37!

What You'll Do:

The primary objective of the Change amp; Release Manager is to lead and assist the Fidelus Support Engineers in the day-to-day execution of the Change Management and Release Management processes. You will ensure all team members are familiar with both processes and provide daily oversight of each process’ steps, and direct assistance and feedback to help facilitate the smooth and successful completion of related tasks. In addition, you will be accountable for providing Managed Services Leadership with details about how the team is performing against the process deliverables.

The Change amp; Release Manager will operate under the direct supervision of the Service Delivery Manager. You will be expected to collaborate with the support engineers (frontline and backbone) as well as other process owners and Managed Services Leadership to ensure that Change and Release task handling is being delivered in accordance with Fidelus Managed Services standards. You will monitor and evaluate the performance of these processes using Key Performance Indicators (KPI’s), help identify problems or areas for improvement, and suggest and assist in implementing improvements to the processes.

You will be responsible for:

General Process Management

• Ensure team members are familiar with the process steps as documented by the Service Delivery Team, including where to find the process documentation for reference, as needed
• Oversee daily performance against the process steps and related activities
• Run performance reports and statistics and share with Leadership, providing thoughtful analysis
• Provide similar analysis for client consumption via quarterly business reviews

• Support improvement and team training efforts, as related to the processes

Change Management

• Assess the change readiness for all changes being coordinated (resource and calendar coordination, impact/risk analyses, key stakeholders, access verification...etc.)
• Serve as point of hierarchical escalation for Changes where issues are experienced

• Assess the successfulness of each Change, offering guidance and feedback where appropriate
• Hosting weekly meetings with the Change Advisory Board

Release Management

• Participate as recipient of vulnerability and defect notices that trigger audits, and ensure they are actioned appropriately

• Coordinate the proper team members and advise Managed Services Leadership regarding severity and risk posed by vulnerabilities and defects
• Ensure actionable items are documented and published to Fidelus client base
• Help facilitate progress on Release efforts/ticket cleanup, as needed

Requirements

Experience:

• Deployment or Support Engineer: 1 - 3 YEARS Preferred

• ITSM Process Manager/Owner or Project Manager: 1 2 YEARS Preferred
• Industry: 3 - 5 YEARS Desirable

Knowledge, Skills, and Abilities:

• Thorough understanding of IT Service Management or Enterprise Service Management (ITSM or ESM)

• Strong knowledge of how a Service Desk operates and provides value to its customers.
• Demonstrated experience and skills in IT and/or Project Management
• Thorough fundamental understanding of IT concepts such as networking and unified collaboration, and their related concepts, components, and practical applications.
• Knowledge of Cisco-specific technology is a plus, and one should expect to attend training to increase their base of knowledge regularly.
• Strong technical background in the technologies encompassed in the Fidelus Managed Services offering is a plus.

Certific

Job Rewards and Benefits