Release Manager

About Fulcrum 

We operate at the intersection of technology and law, in an industry that demands agility and innovation. Our team is dedicated to developing advanced solutions for legal professionals.

Our daily work involves tackling intricate challenges, providing reliable, efficient, and smart solutions for legal experts across the globe. Join us in reshaping the legal landscape with groundbreaking technology.

The position primarily entails ensuring that the services we provide to our customers are being managed effectively and to improve and maintain service performance, quality and stability.  This role will work and collaborate with several internal teams including solution delivery, project implementation and across the support organisation. This is an important orchestration role that is both customer facing and engages everyone across the support and delivery organisation including the leadership team.

The Release Manager is responsible for:

• Managing day-to-day governance and delivery of IT Service Management (ITSM) processes, notably Change Management, and therefore supporting incident Management, and Major Incident Management.
• Acting as the client contact point for release details/client approvals.
• Be the internal FGT orchestrater of change/release to production. Ie the go to person for changes into production.
• Ensuring colleagues follow and comply with process.
• Co-ordinating and communicating the release of signed off development items internally and externally.
• Communicate release details to clients post event.
• Ensure support teams resolve tickets
• Manage and plan weekly deployments and enable adhoc releases
• Facilitate and communicating roll back / back out plans as required
• Support major go lives and cutover weekends.
• Track open/stranded items in Q when sent to client for client testing. (assigned person will send details to the client in the ticket system).
• Establishing, maintaining and reporting on key performance indicators (KPIs) associated with change and release management eg failed changes.
• Working with the Service Delivery teams to ensure continual service improvements (CSIP), to meet the expectations of our customers.
• Champion best practice within Fulcrum by delivering training and knowledge to existing and new members .ie to pro-actively ensure process compliance.
• Providing regular input into improving the Service Management processes and toolset.
• Assisting with the development and delivery of training and documentation related to ITSM processes.
• Ensuring change, releases and patching follow Change Control and are planned, accessed and communicated in advance.

Additional accountabilities:

Any other duties as deemed necessary to achieve company goals

Person Specification

Qualification and Experience:

• ITIL Service Management certified.
• Experience working in an ITIL process driven organization.
• Knowledge and experience supporting SAP and integrated systems globally.
• Ability to cope well in a fast paced environment .
• Proactive, Customer focussed attitude and approach.
• Experience of global support operations.
• Good communication skills, both verbal and written.

• A varied background covering process, service desk, end user computing and applications. Desirably exposure to project management, service management, business change management and IT Training.

Skills and Abilities

• Ability to think laterally and creatively to develop innovative plans and identify improvement opportunities.
• Adaptability in an ambiguous fast-moving environment while also driving toward clarity and solutions.
• Ability to inspire trust and credibility, set out clear directions, and inspire others through indirect leadership.
• Business acumen.

Diversity and Inclusion

We value difference and promote a culture of respect for each individual. We encourage workforce diversity in all aspects and at all levels and in doing so create an environment where everyone can realize their full potential and career ambitions on the basis of merit and skill.