Technical Change Manager
SG Digital is a world leading provider of software for the Sports betting and Casino (iGaming) industry. Our Sportsbook and Casino products drive many of the world’s leading betting and online gaming brands worldwide. Products are a mix of SaaS and on-premise deployments depending on customer and/or regulatory requirements.
We work in a highly regulated industry and are expanding our service offering to several new markets every year. We are now recruiting a Change Manager with some technical knowledge, experienced at using ITIL/ITSM change management process to ensure due diligence, including evaluating risk, ensuring approval and recording of all changes to high quality for our production systems.
We are currently looking at strengthening the Change Review and improving the data quality on our Change requests and are therefore looking for a more technically experience but process driven person to work closed to the technical teams and support them in the creation of change requests.
Change Management is part of the global Technical Support organization which owns and manages SG Digital’s Change Management, Incident Management and Problem Management processes, including the support functions.
Our change managers support geo-dispersed product and infrastructure teams for our global customer base.
We currently run our CAB meetings twice a week for regular change requests and in addition we facilitate on-demand CAB's for major releases and go lives.
The goal is not to place roadblocks in the way of deployments but rather to facilitate the business to move forward safely as rapidly as possible. We look to design and implement shrink-to-fit process to manage change risk as effectively and efficiently as possible.
We are frequently audited by regulators and must be able to demonstrate due diligence in our change control process.
More importantly, change deployments are a major source of incidents in the IT industry. Effective change management is key to avoiding post-deployment production incidents by identifying risks and issues up front, ensuring appropriate mitigation is put in place, and objectively evaluating the risk/benefit of proposed changes, ensure business owners sign-off on the risk. That is, we deploy changes with our eyes wide open.
The Change Manager ensures due diligence is followed to obtain customer and, where required, regulator approval, that appropriate QA has taken place, that appropriate deployment preparations have been done and are fully documented, the necessary resources to deploy the change are available, and any required "extra care" is in place to support releases post-deployment.
Basically, our Change Managers are the glue to ensure the left hand knows what the right hand is doing and why.
In some jurisdictions, the regulator may require their retrospective approval for any emergency change deployed. The Change Manager will work with the relevant Major Incident Manager to ensure such regulatory compliance.
We strive for continuous improvement and continuous learning. Post deployment blameless post-mortems are encouraged to identify improvement opportunities. This includes continuous improvement of the Change Management process itself.
The Change Managers is actively working with various teams to improve data quality, looking for process improvements and to provide proper training on the process and tool being used.
Program Management skills to ask common sense questions regarding who, what, when and why and the ability to evaluate the trustworthiness of the answers and drill down where necessary.
Good judgment to evaluate risk and issues on technical projects even where you don’t understand the technical details. Basically, do you trust that the change requester has correctly evaluated the risk of the proposed change ?
Technical background of some sort is a strong benefit for this role. You may have a background as a system administrator and moved into the process side of IT.
Leadership skills with the ability to exercise sound judgment and be decisive under pressure.
An understanding of how to tailor the process to particular circumstances. That is, understand when a lighter weight process can be used and when the downside risk demands a more comprehensive risk/benefit evaluation is needed.
Calm, methodical, proactive, with great attention to detail
Strong integrity. Stands up when needed to diplomatically derail a change request when appropriate and not be steam-rolled, including ensuring the business owners sign off to accept identified risk where appropriate.
Strong facilitation, teamwork, influencing and interpersonal skills
Excellent written and oral communications skills
Ability to train users in the process and coach people in best practice.
Ability to translate technobabble into terms a business customer or internal executives can understand
Customer focused, passionate about the customer experience
Asks open questions to generate and evaluate options
Good problem solver, analytical mind
Ability to multitask and prioritize effectively
Proactive, positive, "can do", collaborative attitude
Displays common sense
Team player with the ability to also work independently with minimum direction
Focused on continuous process improvement, including keeping it simple
A broad understanding of technology and software applications
A broad understanding of business and the cost/benefit business impact of decisions
IT Service Management experience, ideally as a certified Change Manager
Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment
Technical Project/Program Management experience, IT Operations or Technical Support experience
Broad experience of IT infrastructure and applications
Commercial experience, with an understanding of SLAs and contractual obligations
Sports betting and/or Casino (iGaming) industry experience an advantage
Experience working with JIRA an advantage