Date: Jan 20, 2014
Location: Phoenix, AZ, US
Director of Change and Release Management - IT Service Management-14000892
Description
The IT Service Management department is responsible for the Strategy and Processes related to IT Service Management at American Express. This includes the ownership of the vision, integration, governance, management and maintenance of the tools and processes that support our customers.
The Director of Change and Release Management will own the strategy and govern the processes used to introduce change into the American Express IT environments ensuring the integrity and availability of our services. They will also and ensure the right controls are in place to reduce risk while delivering services. The Director of Change and Release Management will report to the VP of IT Service Management Strategy and Control.
The Director of Change and Release Management will be responsible for:
* Owning the Change and Release Management Strategy
* Develop the strategy to address how change is introduced into the American Express IT environments while ensuring the integrity and availability of our services
* Document and maintain all related change and release processes for the enterprise
* Ensure the Information Services organization understands the roles and responsibilities around change and release management
* Own continuous improvement of the change and release process including implementation leadership
* Governing the processes used to support the delivery of services
* Accountable for the delivery of the Change and Release processes
* Partner with the Global IS and Technology Strategy & Operations and our supplier stakeholders to manage and control the day-to-day execution of change and release
* Report to senior AET management and Business leaders on key Change and Release metrics
* Ensuring the required controls are in place to reduce risk for the Change and Release processes
* Be the single point of contact for audit (IAG and AET) for Change and Release
* Ensure the right controls are in place and maintain a list of those controls
Qualifications
Required Skills/Qualifications:
* 3-5 years of Change and Release Management Strategy and Service Operations
* Service Operation and or Service Delivery management experience in Infrastructure operations, Network Operations / Service Delivery)
* Must have experience working in a large global organization utilizing ITIL processes
* Leadership experience in managing multiple, large, cross-functional teams or projects
* Financial acumen in terms of monitoring, controlling and reporting budget expenditure
* Ability to manage complex interaction with high-level personnel outside of the organization
* Strong written and verbal communication skills
* Proven influencing / negotiation skills
* Proven ability to effectively resolve conflict
* Strong team management skills (e.g., planning, budgetary control, people management, etc.)
* Ability to influence management matrix in order to achieve outcomes without direct responsibility
* Industry benchmarking skills and competitive market knowledge
* ITIL Certification Preferred
Job: Technologies
Primary Location: US-Arizona-Phoenix
Schedule: Full-time
Nearest Major Market: Phoenix
Job Segments: Service Manager, Manager, Credit, Customer Service, Management, Finance
Description
The IT Service Management department is responsible for the Strategy and Processes related to IT Service Management at American Express. This includes the ownership of the vision, integration, governance, management and maintenance of the tools and processes that support our customers.
The Director of Change and Release Management will own the strategy and govern the processes used to introduce change into the American Express IT environments ensuring the integrity and availability of our services. They will also and ensure the right controls are in place to reduce risk while delivering services. The Director of Change and Release Management will report to the VP of IT Service Management Strategy and Control.
The Director of Change and Release Management will be responsible for:
* Owning the Change and Release Management Strategy
* Develop the strategy to address how change is introduced into the American Express IT environments while ensuring the integrity and availability of our services
* Document and maintain all related change and release processes for the enterprise
* Ensure the Information Services organization understands the roles and responsibilities around change and release management
* Own continuous improvement of the change and release process including implementation leadership
* Governing the processes used to support the delivery of services
* Accountable for the delivery of the Change and Release processes
* Partner with the Global IS and Technology Strategy & Operations and our supplier stakeholders to manage and control the day-to-day execution of change and release
* Report to senior AET management and Business leaders on key Change and Release metrics
* Ensuring the required controls are in place to reduce risk for the Change and Release processes
* Be the single point of contact for audit (IAG and AET) for Change and Release
* Ensure the right controls are in place and maintain a list of those controls
Qualifications
Required Skills/Qualifications:
* 3-5 years of Change and Release Management Strategy and Service Operations
* Service Operation and or Service Delivery management experience in Infrastructure operations, Network Operations / Service Delivery)
* Must have experience working in a large global organization utilizing ITIL processes
* Leadership experience in managing multiple, large, cross-functional teams or projects
* Financial acumen in terms of monitoring, controlling and reporting budget expenditure
* Ability to manage complex interaction with high-level personnel outside of the organization
* Strong written and verbal communication skills
* Proven influencing / negotiation skills
* Proven ability to effectively resolve conflict
* Strong team management skills (e.g., planning, budgetary control, people management, etc.)
* Ability to influence management matrix in order to achieve outcomes without direct responsibility
* Industry benchmarking skills and competitive market knowledge
* ITIL Certification Preferred
Job: Technologies
Primary Location: US-Arizona-Phoenix
Schedule: Full-time
Nearest Major Market: Phoenix
Job Segments: Service Manager, Manager, Credit, Customer Service, Management, Finance
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