Location: Austin, TX Length: 3 months Rate: $400/DAY Interview: Phone • As a key member of the team, effectively manage critical and high impacting changes. • Manage and influence the performance of the entire teams end to end so that agreed service levels are continually delivered. • Set strategies for increasing the number of changes that are implemented successfully first time • Set strategies to reduce the disruptions or downtime caused to our client’s business due to Change Management actions • Ensure that the Change Management process is fit for purpose and supports account objectives for each account served. Drive remediation actions if it is not • Ensure that Change Management has been implemented properly on accounts served and that the appropriately trained individuals are in place to perform the process • Ensure team is performing to a clearly defined set of Change Management performance KPIs • Maintain the End-to-End Change Management Process documents for the account • Escalate all internal and external process breaches to the relevant management layer • Drive continuous improvements as Process Owner for the Change Management Area • Create, analyze and present Change Management trends to customers • Drive an effective "Situation Management" process ensuring complex and /or high impact changes requiring urgent attention are efficiently and effectively managed. • Be accountable for the communication standards of the team while handling difficult situations. • Conduct regular Change Management related training To be successful the SMG Change Management Team Lead will: • 8-10 years experience in a Change Management capacity in a customer service or IT environment • Experience of using a Change Management system • Expert knowledge of the SLA and KPIs. • Understand the Clients business and the impact of the Changes they are to manage. • Understand and invoke escalation in line with both the SLA and agreed escalation/contact maps. • Ideally have ITIL Foundation or ITIL Practioners qualification • Have the ability to quickly establish credibility with the client and the delivery teams. • Be a strong Analytical Thinker • Remain calm under pressure; be able to prioritize their work-load and multi-task. • Good Presentation Skills • Good Team Motivator & has people management skills. • Possess a good personal network of contacts to enable them to ‘know who does what’ • Excellent English communication, both verbal and written • Experienced in dealing with technical and non technical teams and be able to translate between the two teams • Experienced in dealing with Senior Management • Drive the teams (internal and external) to manage the process Thanks & Regards ------------------------------------ Sai Technical Recuriter Sriven Infosys Inc CELEBRATING 11th ANNIVERSARY 2000-2011 Phone: 917-563-2463 E-mail : s...@sriveninfosys.net Gmail : sai9.sriveninfo...@gmail.com -- You received this message because you are subscribed to the Google Groups "REQSRESUMES" group. To post to this group, send email to firstname.lastname@example.org. To unsubscribe from this group, send email to reqsresumes+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/reqsresumes?hl=en.