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Change & Release Manager

Date: 31-May-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Role Purpose:

The role will be responsible for the IT Change & Release Management process under the direction of the Service Delivery Manager Focusing on change management process & procedure, release management, service levels, standardising processes, meaningful metrics, insightful risk mitigation and driving continuous improvements.


This role also includes the responsibility for the lifecycle of Change Requests and Product releases which include scheduling, coordinating and the management of both Change Requests and IT Product releases that occur across the enterprise for multiple applications/portfolios The Release and Change Request process may include application updates, operating system patches, security improvements, hardware upgrades, projects and programs.

Role Details:

Key Responsibilities and Accountabilities:

  • Develop all aspects of the Change Management Strategy and approach required to successfully implement transformational change across key projects
  • Develop and implement communications related processes to support and drive change management initiatives linked to strategic projects
  • Ensure change management plan dependencies such as stakeholder engagement, future state impacts, change readiness and change sustainability is understood at an organisational level and managed accordingly
  • Support the leadership and development of organisational change management methodology and practice by supporting ongoing capability development programs and business education
  • Provide advice and coaching to the leadership team in understanding, influencing, imbedding and sustaining transformational change
  • Develop & implement a strategic roadmap for Change Management aligned to the goals and risk tolerance of the Technology organization
  • Chair the Change Advisory Board (CAB) to perform impact analysis to minimize risk and disruption to the changes made in the production environment
  • Assess change readiness with feedback from the impacted stakeholders; Ensure that quality of the change conforms to the IT change policy
  • Schedule the Change Advisory Board meetings
  • Identify opportunities and deploy efficiencies within the Change & Release process
  • Collaborate with the technology teams to develop specific plans to migrate or address concern related to the change Maintain IT change documentation including the Policy, Standard, Procedure, Training and User Documentation
  • Develop and maintain the auditing process and procedure for the changes and perform regular audits on the IT changes


Release Management:

  • Manages the whole lifecycle of the releases and building the IT Release Calendar in coordination and partnership with the IT project managers from different portfolios across IT and centralizes a view of all releases
  • Provides leadership, direction and definition for the release management function including planning, scheduling, test coordination and implementation of the code in development, test and the production environment
  • Designs and implements efficient procedures for the distribution and installation of changes to IT systems; builds Release Plans and Release Issue Tracking and Resolution facilitation Creates and maintains project artifacts
  • Creates all required Release artifacts Conducts Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
  • Defines common mechanisms for rollback and standards for capturing release-related performance indicators
  • Coordinates product teams to prioritize enhancements and defects into releases
  • Collaborates with Business Product Owners and key stakeholders to define release schedules; manage scope and schedule for application
  • Audits the function for risk assessments and quality management
  • Reviews performance metrics on a regular basis and identifies opportunities for improvement
  • Collaborates with IT Compliance team to ensure applications remain compliant


Change Management:

  • Facilitate the Change Management Process utilizing provided Tools (Service Now etc.)
  • Review Change Requests to determine the overall need and impact of potential production changes
  • Work with business and technical teams involved in the release process to ensure compliance with defined Change Management procedures and defined Service Level Agreements (SLA)
  • Oversee production environments to ensure all changes and deployments minimize downtime to end users and customers and comply with established SLA’s
  • Maintain and keep records for tracking metrics to make informed decisions and guide change management process
  • Provide reporting/metrics from ServiceNow for scheduled and completed Change Requests
  • Monitor and audit the Configuration Management Database (CMDB) to ensure accuracy and that Change Management proceeds are being adhered to
  • Ensure that all Change Management procedures are fully documented in a runbook format and are available for review upon request


Definition of Success:

  • Demonstrates a clear knowledge of Change Management, with practical experience in assessing, analyzing, developing, documenting and implementing change processes and procedures
  • Demonstrates a clear knowledge of Service Delivery Management standards & practices Applies these standards & practices Applies these standards & practices
  • A self-motivated highly organised team player with excellent people management skills Must possess the ability to prioritise a large workload according to changing business needs
  • Ability to communicate effectively and confidently with people at all levels both internally and externally, around the world
  • Problem solving ability – able to think laterally and to use own initiative to devise new and more effective ways of working or dealing quickly and appropriately with a specific customer or team issue
  • Display a methodical approach with attention to detail, be able to quickly assess and act on changing priorities
  • A strong ethic of business process improvement and a drive to innovate around our Operations
  • Able to present complex technical information in an accessible manner and empower colleagues with little technical knowledge to develop their ideas
  • Strong and reasoned decision making


Functional/Technical Competencies:


  • Degree in a relevant subject or equivalent experience



  • ITIL V3 Foundation Certification
  • ITIL Expert Certified Certification (highly desirable)
  • Project Management Certification (highly desirable)



  • 5+ years of experience in IT Change Management
  • Solid understanding of ITIL Processes and how Change Management integrates with the other ITIL Processes
  • Strong presentation, engagement & communication skills (written & verbal)
  • Self-motivated and driven to achieve deliverables and positive outcomes
  • Proven skills and ability to communicate and work with technical staff, management, end users and other stakeholders and resolve conflict
  • Managed a range of change management projects across the full project life cycle, managing stakeholder engagement to ensure desired change is both effectively implemented and sustained
  • Proven experience in ServiceNow
  • IT Service Management (ITSM), IT Operations experience
  • Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance


Personal Characteristics and Required Background:

  • Strong oral and written communication skills with a proven ability to interface and influence all levels of management along with mature presentation skills
  • Effective interpersonal skills and the ability to coordinate efforts across departments
  • Significant project management experience with solid problem-solving approach
  • Strong process and process-improvement orientation
  • Excellent leadership, communication and organization skills with a results-oriented mindset
  • Strong strategic planning discipline, with experience building and communicating business cases for technology change
  • Demonstrated ability to build strong relationships with both business and IT stakeholders and leaders, as well as related IT project and operations teams
  • Excellent communication skills, both written and verbal, with ability to communicate effectively at all levels of the organization
  • Ability to assess necessary activities and prioritize for completion of assignments using excellent time management, prioritization skills and work ethic
  • Strong analytical problem-solving ability