Change and Problem Release Manager

Unclassified - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

Allwyn North America is seeking a Change and Problem Release Manager to join our Business Ops & Technology team in Chicago, IL. This full-time position is pivotal in developing and managing Change and Release policies and processes, ensuring that all systems supported by Allwyn IT and its suppliers are effectively managed. The Change and Release Manager will act as the lead gatekeeper for all requests, ensuring they are completed within the established Service Level Agreements (SLAs). This role also involves implementing and managing the Problem Management operation, focusing on resolving high-impact and high-priority incidents to minimize business disruption. In this role, you will be responsible for protecting Allwyn North America's IT systems, services, and applications. You will implement and manage Change and Release policies aligned with ISO 2000 standards, collaborating with Project Management to identify necessary resources for new releases. Your responsibilities will include performing risk and impact assessments, managing the rollout of software and regulated hardware, and communicating with the business to evaluate potential risks associated with each release. You will also work closely with IT support managers to maintain effective communication channels and contribute to the operations plan and business-as-usual (BAU) service delivery objectives. The ideal candidate will utilize key performance indicators to conduct reviews for process effectiveness, establish ongoing quality improvements, and ensure consistent quality in release management. You will work with internal and external auditing departments to identify areas for development and implement agreed-upon actions. Additionally, you will organize problem management resources to meet the support and project needs of the business effectively.

Responsibilities

• Provide 'Gatekeeper' protection of Allwyn North America IT systems, services, and applications.
• Implement and manage Allwyn's Change and Release policies and procedures aligned with ISO 2000.
• Work with Project Management to identify resources required to implement any new releases and assess the impact and risks of new services.
• Perform risk and impact assessments to identify potential issues and mitigate or accept them before implementation.
• Manage the effective rollout of software and regulated hardware into the live environment.
• Communicate with the business to evaluate the potential business risk of each release and change, managing expectations and decisions on required resources.
• Collaborate with IT support managers to maintain communication channels and resolve issues proactively.
• Contribute to the operations plan and BAU service delivery objectives.
• Utilize key performance indicators to conduct reviews for process effectiveness and establish ongoing quality improvements.
• Ensure consistent quality in release management by working with auditing departments to identify areas for development and implement actions.
• Work closely with internal and external support teams to manage high-priority incidents and proactively identify potential problems.

Requirements

• Bachelor's degree or equivalent related experience.
• Three plus years of relevant experience in Change, Problem, and/or Release Management.
• Strong analytical and problem-solving skills.
• Knowledge and practical experience of service management.

Nice-to-haves

• Knowledge of project management methodologies.
• Experience of ITIL to foundation level.
• Understanding of Knowledge Base Management.
• Prior experience working in a leadership capacity.
• Understanding of the hardware and software utilized within infrastructure.
• Experience of monitoring progress and resolution of problems and known errors.
• Experience of working with major incident managers to identify root causes and advise on solutions.

Benefits

• Inclusive work environment that values diversity and respect.
• Commitment to social value strategy and good causes.
• Equal opportunity employer with a focus on integrity and accountability.