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Agile Change & Risk Manager – Service Management

Irving, Texas
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Job Description:


What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a team with a no-limits mindset that helps the world become smarter and more connected. We’re the world’s leading research and advisory company that steers clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment with exceptional training and career development. If you like working with a curious, supportive, high-performing team, Gartner is the place for you. 

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What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the world’s leading research and advisory company, achieving consistent double-digit growth by steering clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development — as well as unlimited growth opportunities. If you like working with a curious, supportive, high-performing team, Gartner is the place for you.

About This Role
The Agile/Change & Risk Manager will focus on customer experience and operational stability while owning all aspects of IT change and problem management. This includes process governance, oversight of policies and procedures, ensuring process scalability, and facilitation of Change Advisory Board meetings. The manager will also be responsible for the development of additional ITSM based processes as needed.

Analytical thinking, strategic planning, leadership, business acumen, strong organizational skills, and strong written and verbal communication are required.

Key Responsibilities 

  • Design the strategic approach to managing change and modernize the change process and policies by innovating automated methods for ways of discovering, logging and delivering change while reducing risks, improving stability and achieve greater agility.

  • Establish the process for change management and ensure that each change follows the complete procedure to ensure satisfaction of intended objective and minimum disruption to IT services.

  • Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, evaluate change readiness, and to assess whether the change will adversely affect the operational environment and introduce unacceptable risk.

  • Chair the Change Advisory Board (CAB) meetings and ensures the CAB has the information to evaluate changes.

  • Manage Major, Minor, and Standard changes and make sure the change is controlled; Verifies that changes are appropriately assessed and authorized after the change.

  • Carefully manage emergency changes to minimize further incidents and make sure the change is controlled; Verifies that emergency changes are appropriately assessed and authorized after the change.

  • Maintain a tracking and reporting system to document and categorize all approved and rejected changes and analyze problem records to determine rends.

  • Define and implement measures of change management performance producing and presenting regular management analysis and deliver ITSM reports

  • Ensure IT has proper process definition and reporting to deliver visibility to the business

  • Lead coordination of teams to investigate root cause analysis for Problem management; provides stats, progress, and resolution information to stakeholders

  • Ensure policies and procedures are well defined, communicated, and updated

  • Maintain production and non-production change schedules 

  • Support and interface with audit teams 


Qualifications Required: (Experience, Skills, Academic)

  • BA or BS Degree in Information Technology, Management, or similar work experience

  • 5+ years of experience in Infrastructure Operations

  • 3+ years of  Change Management leadership experience supporting large and complex 24x7 environments.

  • Strong understanding of CM Methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes

  • Experience working with large distributed teams

  • Exceptional written, verbal communication and listening skills

  • Exceptional customer service orientation

  • Highly self motivated and directed, with keen attention to detail

  • Ability to work in a team-oriented and collaborative environment

  • Able to establish and maintain strong business relationships

  • Able to influence others and move toward a common vision or goal

  • Strong problem solving and root cause identification skills

  • ITIL certification is a strong plus

Job Requisition ID:47207

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