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Change Manager

109173

Background


Established in 2013 and now based in Blackrock, the Dublin Technology Center delivers best in industry infrastructure and security services across the Zurich Insurance Group. Whether it's with one of our core capabilities such as Cyber Security, or working with our Cloud or Crowdsourcing teams, our customers are our priority. We work hard to deliver our services excellently with our unique talent. We are committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, allows us to attract the best people, and to develop the best products, services and solutions. Qualified individuals from all walks of life are encouraged to apply. This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.


Zurich Dublin Technology Center is looking for a Change Manager

The role of the Operational Change Manager is to act as the facilitator for the global change management process, chairing and coordinating the Change Advisory Boards, ensuring that there is a high throughput of business required change while maintaining change quality and avoiding service impact. 

Your Role


As a Change Manager your main responsibilities will include, but not necessarily be limited to, the following:

 

•    Acts as a central point of contact within IT Services to promote adherence to the change management process within the region.
•    Chairs Local Business Unit and Regional CABs, responsible for all change approval at this CAB.
•    Participates in Technology Review Boards and facilitates change technical approval.
•    Chairs Red team meeting in the region to review future planned high impact changes.
•    Conducts monitoring and reporting of independent quality reviews of change records to ensure compliance with change record documentation practices and standards.
•    Guides the CAB in reviewing requests for new Standard Change templates and approves templates.
•    Supports communication of enhancements to the Operational Change Management process to all stakeholders
•    Owns and communicates the forward schedule of change for the region including communicating the IT change timetable of when specific change windows exist.
•    Ensures that all parties have the appropriate tool access privileges, driving supplier updates as required.
•    Performs Post-Implementation Reviews on all failed changes.
•    Manages Business Unit change stakeholders and CAB attendees.
•    Provides guidance and training to change users regarding the change process and the tool.
•    Participates in UAT exercises for tool upgrades.
•    Identifies and drives Continuous Service Improvement initiatives with the Business Units and Suppliers.
•    Reports Change KPIs and Metrics 
•    Ensure alignment with other key service management processes such as Incident and Problem management to address any change related concerns.

 

The following attributes must be instilled and demonstrated:
•    Fairness – all stakeholders, suppliers and colleagues are treated in the same manner, time and time again,
•    Active – work with stakeholders to make things happen, driving activities to resolution and engaging colleagues where needed to deliver the desired result, 
•    Diligence – ensuring that tasks are completed to the highest standards every time,  
•    Collaboration – working with all stakeholders to provide options, drive reuse and sharing and facilitating communications,
•    Firmness – knowing when to say ‘no’ to our customers demands when they are out of policy or procedure,
•    Openness – respond to challenges from customers and supplier with open and honest answers, provide regular and timely feedback, and
•    Customer Outcomes & Excellence – above all focus on the effect that all actions have on the end customer (business users) and ensuring that all decisions but the availability and reliability of the service first.

Your Skills and Experience


As a Change Manager your skills and qualifications will include: 

 

•    Ideally 3 - 5 years experience of working in service delivery within a large, outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator.
•    Strong ITIL knowledge and experience working in an environment based on best practice frameworks such as ITIL.
•    Knowledge of IT infrastructure and application technologies and cloud technologies.
•    Experience managing change in cloud environments.
•    Experience in handling complex situations and escalations
•    Confident in conducting difficult or challenging conversations at all levels.
•    Excellent analytical skills with experience in use of Change Management tools and techniques
•    Excellent oral and written communication skills in English
•    Proven ability to work with a diverse set of stakeholders and ability to build strong
relationships with Business Units and key suppliers.
•    Ability to work under pressure and work independently.
•    Assertive and Proactive attitude


TECHNICAL SKILLS

 

•    Excellent knowledge of all ITIL Service Transition and support processes with a good
understanding of how the performance against these processes are measured and
monitored in real life situations. ITIL 3 or 4 qualification desirable.
•    Demonstrated understanding of how IT infrastructure and application technologies interoperate within a modern global financial service organisation.
•    Power BI Reporting

Additional Information


Primary work location is Trident House, Blackrock. Position is Dublin-based but occasional travel may be required to other Zurich locations.

 

If you value an exciting and varied working environment and meet the above requirements, then our recruiter is looking forward to receiving your application by clicking on the button “Apply online”.

Who we are


Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford. 

 

Zurich is a strong brand. Zurich in Ireland is part of Zurich Insurance Group, a leading multi-line insurer that serves its customers in global and local markets. Our 55,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer a competitive compensation package and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit. 

 

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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