Change and Demand Management Lead - Montréal, Canada - Air Liquide

Air Liquide

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company presentation

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company's activities since its creation in 1902. Air Liquide's ambition is to be the leader in its industry, delivering longterm performance and acting responsibly.

Entity and activity description

The Global Infrastructure & Operation Department (GIO) was created to enable high speed execution of the Group's IT transformation projects and to run global services.

GIO is part of the Air Liquide IT legal entity. It delivers infrastructure services to our BIS (Business Information System) customers world wide.

The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services to its customers across all the Americas (through the 3 Clusters : North America, Latin America, Airgas) and their respective Entities, encompassing more than 25,000 employees.

Missions and Responsibilities

Within the GIO entity, P&CI (Process and Continuous Improvement) is responsible for the Major Processes and ITSM Tools supporting the delivery of the Infrastructure services.

In the Americas Hub it covers the following activities :
Incident Management, Problem Management, Demand Management, Change Management, and CMDB (Configuration Management Database).

This role requires working closely with the Global Process Managers who own the overall process for Change Management & Demand Management.

Change & Demand Management Lead is a combined role requiring extensive experience with managing and monitoring hardware and software configuration changes using Service Now.

The Change Manager is responsible for implementing ITIL Change management processes and procedures, assessing change management needs, and implementing plans to guide the information technology (IT) organization to a mature change process.

The Change Manager has the oversight role to ensure all changes are thoroughly tested, and has the responsibility to ensure that changes are deployed as scheduled and changes with multiple deployment stages are authorized by the appropriate Change Authority.

Additionally this role will work with all departments within Information Services and its customers to provide Demand Management process ownership.

The geographical focus of this role is the Americas Hub with the ability to foster collaboration with global teams across the Air Liquide Hub's in order to promote convergence and improvement of standards, processes and best practices.

Responsibilities:

Assess the change impact by conducting impact analyses, assess change readiness and identify key stakeholders.
Leads weekly CAB (Change Advisory Board) meetings.
Leads expedited and emergency change requests outside of normal CAB meetings.
Manages and develops agenda for weekly Configuration Advisory Board (CAB) meetings identifying all key changes and scheduled maintenance activities for review and approval.
Schedules review/approval of new software programs; identifies and invites required Subject Matter Experts based on meeting agenda.
Ensures management approval and concurrence is received and/or assignee appointed for action items discussed.
Creates and posts weekly meeting minutes.
Develops and implements new Change processes as needed.
Takes responsibility and ownership of Demand Management Process and resource planning utilizing ServiceNow.
Oversees Demands/Projects to meet customer needs in the ServiceNow platform.
Assists in risk assessment and mitigation activities.
Addresses demand related queries and issues in a timely manner
Drives Agile best practices to achieve successful outcomes of services
Working outside of normal business hours is required for critical changes and incidents.

Competencies and Profile

Education Requirements:

B.S. in computer science / information systems or equivalent combination of education and experience.
Must be ITIL Foundation or Intermediate Level Certified.

Experience and General Requirements:

Minimum of 47 years of IT Service Management experience, ideally as a certified Change Manager in Change and Release Management in organizations of similar scope, type, and complexity.
Experience with Configuration Management Systems (CMS) and working with Service Now is a must.
Experience with IT operations, software development lifecycles (SDLC), IT Infrastructure Library (ITIL) and IT Service Management (ITSM) tools
Technical Project/Program Management experience, IT Operations or Technical Support experience.
Knowledge of problem resolution and escalation practices
Knowledge of the ITBM area in Service Now.
Commercial experience, with an understanding of SLAs and contractual obligations
Fluency in English is mandatory in a multicultural environment. French, Spanish