Lead, Service Delivery Implementation

Description: This role will report directly to the Director of Cybersecurity Service Delivery & Operations. This position requires a forward-thinking leader that will challenge status quo; transform process, tools and ways of thinking; and drive operational excellence throughout cybersecurity organization.

Responsibilities:

Overseeing end to end change management lifecycle for IT Cybersecurity. Ensures solutions and cybersecurity changes are introduced in a controlled, yet efficient, manner. This includes ensuring that all cybersecurity services meet the expected end for changes and minimizing the risk of unplanned outages, as well as the following:

• Coordinates releases and tracks changes through the change management process; ensures that change initiators follow established change and release management processes
• Increase the maturity of the change management program through process awareness and enforcement within Cybersecurity
• Oversee and manages complex changes, conflicts and issues between various stakeholders
• Identifies and defines risks and deployment issues, developing alternative plans and actions
• Ensure documentation of changes are accurately recorded within the change system and other repositories as needed
• Works with Project Managers and other technical experts to ensure the proper delivery of project or defect related changes.
• Addresses failed changes and deployments
• Analyzes production readiness requirements and provides recommendations
• Extract relevant and required configuration items.
• Ensure all configuration item attributes and information is in the CMDB and updated as part of the change management process
• Create and validate various inter-disciplinary change requests (RFC)
• Analyze and respond to various technical queries.
• Ensure all activities are aligned to industry standard practices and meet enterprise ITSM requirements
• Contribute to a continuous improvement culture by developing and implementing process enhancements for Cybersecurity organization
• Liaise and communicate effectively with various teams, departments, and functions.
• Collaborates across multiple process areas where concentration of work is dynamic
• Ability to work closely with stakeholders to capture pain points
• Ability to facilitate training and lunch n learns
• Coordinate and pull data for monthly metrics
• Participate in periodic process maturity assessment, identifying and implementing process improvements
• Partner with Process Managers to provide process management leadership for Change, Service Catalog, and Configuration Management to the Cybersecurity Organization
• Participate in the weekly Change Control Board (CCB) and Executive Change Advisory Board (ECAB) meetings, supporting active participation and representation for Information Security Organization
• Collaborate with Problem and Major Incident Process Managers to identify trends and solve issues with change associated problems.
• Produce weekly change activity reports
• Conduct annual audit of SOP document, provide training, guidance and ensure adherence to governance policies within cybersecurity
• ServiceNow Catalog & ServiceNow Certifications
• Oversee compliance to certifications/attestation for Assignment Group, Catalog ownership, APM Records, DR plans, etc.
• Manage the Service Catalog for Cybersecurity Capabilities & Service Offerings

Qualifications -

• In-depth knowledge of Change Management methods, tools, terminology and industry practices
• Knowledge of various corporate security rules, legal and regulatory obligations such as PCI, SOX or similar standards
• Knowledge of ITIL and industry standards, concepts, terminology and common practices
• Ability to assess implications of proposed systems changes on the processes and factors related to the end user experience as well as business functions (e.g., marketing, sales, and financial controls).
• Excellent communication skills - listening, verbal and written - including meeting management and facilitation.
• Excellent customer service skills - servicing and interfacing with individuals across IT (customers) in different roles to coordinate/lead elevates for major projects as well as operational changes.
• Excellent organization skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
• Proven ability to multitask in a fast-paced environment.
• Preferred ITIL certification or equivalent
• Strong written and verbal communication is required along with change Co-Ordinator/Manager in a corporate environment.
• Working knowledge of ServiceNow platform preferred

• BA, BS preferred or equivalent experience in related field
• Advanced analysis and problem-solving skills with the ability to analyze data from various sources to determine next steps.

• Ability to create effective ways to display data using various modeling, reporting, statistical perspectives and trending methods.
• Negotiation skills with the ability to influence others through sharing information and gaining commitment
• Facilitation and meeting management skills with the ability to create a framework that encourages participation and productivity
• Ability to work in a team-oriented environment
• Ability to adapt to new situations and learn quickly
• Ability to help others learn knowledge or skills in a specific area
• Experience with Microsoft Azure ADO deployment pipelines
• Experience with Agile, CI/CD, DevOps, and Lean practices