Process Improvement Manager

We are looking for a Process Improvement Manager based in Austin, Texas. This role requires on-site presence 4–5 days per week.

• Own the Enterprise Change Management process for the client, defining goals and core requirements of the process; accountable for process adherence, process execution, and continual process improvements
• Partner with other process owners to coordinate and facilitate effective processes that change impact, such as asset tracking tools and incident tickets.
• Serve as the client's oversight for Change Advisory Board (CAB) meetings
• Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation on the first attempt
• Escalate any changes that are damaging the quality of the services
• Ensure all Changes comply with process controls

Key responsibilities:

• Ensure quality of tickets (e.g. that they have agreed to elements)
• Ensure that Change implementation risks are understood to increase successful implementation at the first attempt.
• Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholders
• Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling
• Oversee and confirm the process whereby the CAB meeting agenda and notes are captured and issued to participants in a timely manner
• Track implementation progress and report back to all parties
• Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability
• Oversee that Configuration Items (CI) are linked to the Change
• Assist in the arbitration of Change queries as needed in partnership with the contracted vendor
• Oversee the approvals process is working effectively, and appropriate approvers are in the workflow
• Oversee change-related documentation for quality and consistency
• Oversee the documentation on change tickets and perform quality assurance and assessments for effectiveness
• Ensure all impacted / interested parties are informed throughout the Change lifecycle
• Take personal control of Emergency and Expedited Changes
• Participate in Post Implementation Review meetings (on a need-to basis)
• Manage any follow-up actions identified from Post Implementation Reviews (as needed basis)
• Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate)
• Conduct training related to this area as needed and appropriate, in partnership with the contracted vendor

Years Skills/Experience

Preferred Skills and Qualifications