Incident, Problem & Change Enablement Manager

Astellas Pharma - Markham, IL

Full-time - Mid Level

Remote - Markham, IL

10,001+ employees

Management of Companies and Enterprises

About the position

The Incident, Problem & Change Enablement Manager at Astellas Canada is responsible for overseeing and managing the incident, problem, and change management processes on a global scale. This role ensures the effective implementation of a 'follow-the-sun' model in collaboration with regional peers, enabling Pods and Value Teams to manage incidents, identify and resolve problems, and implement changes successfully. The manager will lead major incidents, coordinate resources, and communicate effectively with stakeholders to ensure timely resolutions and improvements in service management.

Responsibilities

• Develop and implement a global incident, problem, and change management strategy and framework.
• Oversee and manage the incident, problem, and change management processes, ensuring adherence to established policies, procedures, and best practices.
• Upskill and oversee high standards from Pod and Value Team teams in handling incident, problem, and change management, providing guidance, support, and coaching.
• Collaborate with cross-functional teams to establish and maintain effective incident, problem, and change management workflows and communication channels.
• Monitor and analyze incident, problem, and change management metrics to identify trends, areas for improvement, and opportunities for service optimization.
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of incident, problem, and change management processes.
• Ensure timely and accurate communication and escalation of incidents, problems, and changes to stakeholders, including senior management.
• Collaborate with Pods, Value Teams and other stakeholders to prioritize and coordinate the resolution of incidents and the implementation of changes.
• Conduct root cause analysis and problem investigations to identify underlying causes and implement preventive measures.
• Facilitate and lead change advisory board (CAB) meetings to review and approve changes, ensuring minimal disruption to services.
• Lead efforts to resolve Major Incidents as and when they occur.
• Stay up-to-date with industry trends and emerging technologies in incident, problem, and change management.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Cyber Security, Project management or a related field; Master's degree is a plus.
• Minimum of 6 years demonstrated experience in a leadership role within IT service enablement or infrastructure management.
• Strong knowledge and understanding of IT service management frameworks, such as ITIL.
• Experience in designing and implementing IT infrastructure, including servers, networks, and cloud services.
• Expertise in Service Now.
• Familiarity with emerging technologies and trends in IT and service enablement, such as automation, and cloud computing.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Strong problem-solving and decision-making abilities, with a focus on delivering results.

Nice-to-haves

• Experience in managing IT budgets and vendor relationships.
• Relevant certifications, such as ITIL, PMP, or AWS, are a plus.

Benefits

• Hybrid working solution allowing flexibility to work from home and connect with colleagues at the office.
• Accommodations available for candidates with disabilities during the hiring process.