IT Change/Release Manager

Why WWT? Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers. At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 7,600 individuals and closed nearly $13 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the tenth consecutive year!Want to work with highly motivated individuals that come together to form high performance team? Come join WWT today!World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider that brings an innovative and proven approach to how organizations around the world discover, evaluate, architect, and implement technology. Based in St. Louis, WWT works closely with industry leaders such as Cisco, HP, EMC, NetApp, Citrix, VMware, and Dell, focusing on three market segments: Fortune 500 companies, service providers and the public sector. WWT employs more than 8,000 people and operates more than 3 million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the world. WWT is proud to announce that it has been named on the FORTUNE “100 Best Places to Work For®” list for the 11th consecutive year. If you are an IT Change/Release Manager dynamo, WWT currently has an opportunity available to support our dynamic IT Service Management department in St. Louis, MO.DESCRIPTION Under the IT Service Management umbrella, the IT Change/Release Manager is a leader within the organization who is responsible for driving and managing the IT Change and Release processes that impacts all of WWT. The IT Change/Release Manager ensures requested changes and version releases of applications, services, and infrastructure into the production IT environment are controlled, communicated, with a focus on mitigating risk wherever possible. The IT Change/Release Manager should have an obsessive focus on Change/Release processes and procedures, service levels, meaningful metrics, insightful risk mitigation, and enjoy driving continuous improvements. This role ensures that standardized methods and procedures are used for efficient and prompt handling of all Change and Release activities to minimize the impact on service quality. Due to the relationship between the various disciplines, the IT Change/Release Manager is also well versed in Problem Management, Outage Management and Service Level Management. RESPONSIBILITIES

• Own and manage the Change and Release processes; drive process improvement through a combination of ITIL best practices and WWT best practices taking into consideration WWT risk tolerance and execution focus.
• Develop and communicate Change to the organization, including key projects, environment refreshes, patch applications, and maintenance windows.
• Act as primary coordination point for all Change and Release issues, including escalation.
• Ensure the integrity of the Production environment by enforcing and improving IT controls.
• Coordinate and partner with key business contacts regarding Production maintenance schedule, taking into consideration business impacts to downtime in the Production environment.
• Communicate downtime to impacted users of DEV/TST/PRD environments in a timely and effective manner.
• Facilitate daily IT Morning Operations Meeting and Maintenance Window planning meetings to ensure that proposed requests are safe and fit for purpose, including comprehensive analysis of risk, business impact and continuity, backout plans, test plans, resource requirements and availability.
• Plan and organize a range of acceptance activities to underpin the successful release of software, hardware, and associated Configuration Items.
• Execute the Change/Release Management process and procedures in adherence with defined policies.
• Monitor negative impacts to Production when Changes are implemented and work with Change Owners to prevent future impacts via Post Implementation Reviews.
• Actively pursue opportunities and deploy efficiencies within the Change and Release processes through Continual Service Improvement (CSI) efforts.
• Define and implement Change/Release Management reporting (metrics, KPIs, dashboards, etc.).
• Support auditing process in support of Change/Release requirements.
• Maintain IT Change and Release documentation including Policy and Standard Operating Procedures.
• Develop, deliver, and improve training and education on Change/Release Management topics.
• Run monthly Maintenance Windows, which includes weekend work approximately once per month.
• This position responds to critical outage notifications for publication and support after hours.
• This position provides back-up coverage for the Incident/Problem Manager.

• Bachelor's degree from an accredited college or proven history of comparable work experience. Degree in Computer Science, Information Systems, or related field preferred.
• Minimum three years of Change and/or Release Management experience.
• Solid understanding of Change and Release principles thinking in an IT service context and defining outcomes-based delivery.
• Working knowledge of patches, environment refreshes, and development, test and production environments and processes.
• Strong overall understanding of application development and IT infrastructure, including network infrastructure.
• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM.
• Change agent with strong communication and presentation skills supported by a high level of energy and persuasion.
• Ability to interact with all levels of the organization in a professional, diplomatic, and tactful manner and to coordinate resources across different teams.
• Comfortable with public speaking, presenting project status to senior management, and participating in cross functional committees and working teams.
• Must be able to work in a fast-paced environment on multiple projects with independent deadlines and deliverables and have a strong attention for detail.
• Position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure.
• This individual must be a collaborative professional who excels in dynamic, sometimes ambiguous, and complex activities by taking ownership, driving action, and ensuring results.
• Effective oral and written communication skills; proficient with Microsoft Word, Excel, Outlook, Project, PowerPoint.

• ITIL Foundation certification.

• Familiarity with Agile, an iterative and incremental framework for developing and managing work.
• Experience with delivering and operating ServiceNow.

• This position manages processes, not people.
• Position can be filled by a U.S. based remote individual with ability to adhere to a Central time work schedule.
• Candidates located in St. Louis metro area will be given priority consideration.
• Candidates providing desired salary will be given priority consideration.

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program