Job Title:
Network Change Manager
Role Overview:
The role of Network Change Manager is pivotal in orchestrating the entire lifecycle management of all changes to IT and network services. Ensuring strict adherence to ITIL best practices, this position mitigates risks to network stability, security, and efficiency. Enhancing the quality of service and value delivered to agencies using the NSW Public Safety Network (PSN).
Key Responsibilities:
* Coordinate inbound and outbound customer communications regarding change requests and planned/unplanned outage notifications.
* Drive a continuous service improvement plan for technical change management with service management and share progress across the business.
* Review and update technical change management processes and provide technical training for onboarding PSN personnel and customers.
* Ensure options have been considered to eliminate or reduce the impact of a change prior to requesting approval from emergency service organizations.
* Schedule and chair the change advisory board, preparing associated documentation including the forward schedule of change, and planning for customer and network embargos.
* Monitor implemented changes during the defined stability period before accepting them into operational support and complete thorough failed change reports meeting contract requirements.
* Conduct contractual SLA ratification sessions and contribute to weekly operations, monthly service assurance, and situational awareness reports and meetings.
* Coordinate and liaise with field services for planned maintenance scheduling and ensure compliance with site access requests.
* Point of escalation for emergency change requests in business hours, ensuring thorough handover to the NOCC as required for after-hours support.
* Monitor peer review assessments, updates to asset and configuration items, engaging the correct groups and continuously improving.
* Participate in process maturity, ISO 27001 audits, risk, and hazard identification, and continuity exercises roles planning and acting.
* Collaborate with the customer service manager to optimize mobile radio asset service availability during change implementation and enhance customer satisfaction.
* Co-lead organizational change for critical communications, supporting the company's goals and objectives, undertaking related project management tasks as needed.
* Provide subject matter expertise across business units/customer and develop understanding of service management roles for potential fill-in capacity.
* Support vendor management, risk management, and customer service management roles to maintain governance of risk registers and leadership of the helpdesk as necessary.
Requirements:
* Experience in change enablement under ITIL processes, preferably within ServiceNow.
* Prior experience in managing and leading customer-facing staff.
* Previous experience working in a NOCC/customer service environment will be advantageous.
* Experience working with government/public safety infrastructure and customers will be favorably considered.
* Intermediate technical knowledge of managing mission-critical emergency radio communications systems is required.
* Confident communication, written, and verbal skills, comfortable managing stakeholders internally and externally at all levels.
* PRINCE II/agile project management experience would be an advantage.
* ITIL 4 foundation or equivalent is a must.
* Australian citizenship essential for obtaining and maintaining a baseline security clearance as a condition of employment.