Lead Ops Service Management Analyst-Change Management

Job Family

IT Operations

Job Description Summary

Global Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon's businesses around the world.

From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more.
We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency.
All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon's businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders.

Job Description

Job Description Summary:

This position will be part of the GTS Production Support function, working within the Change Enablement team which is responsible for defining, implementing, and managing the Global Change practice.  

The team establishes and governs Change Enablement standards, works with all business units to define KPI’s, and supports the continuous improvement lifecycle of delivering Change. The team is globally located and utilizes an agile framework with a Product Owner.  The Product Owner (PO) works closely with other ITSM PO’s, the ITSM Product Manager, and business stakeholders to prioritize work across the Production Support area.  The organization utilizes ServiceNow software branded as ASK for ITSM disciplines.  From high-level design of projects to detailed design and delivery of individual components, it is the Lead Change Manager’s responsibility to create, deliver and support both internal and external initiatives and on-going support.

What You Will Do:

• Fully comprehends change policy, operational process, and procedure requirements.
• Knows customer's business, processes, and key contacts.
• Provides leadership and training of processes to the team.
• Analyzes change data to identify trends.
• Ensures tickets are updated in a timely manner and meet quality standards.
• Oversees change tickets to ensure KPIs are met.
• Reviews change ticket quality for accurate risk assessment and service improvement opportunities.
• Recommends improvement opportunities and collaborates with the Product Owner to prioritize them.
• Facilitates continual improvement and refinement of change enablement processes.
• Works with the Release Management team to streamline the end-to-end process for deploying changes.
• Advocates for a Global Change Enablement process.
• Resolves conflicts of prioritization and resource assignment.
• Aligns products with company global strategy through regular communication with customers, stakeholders, and product management.
• Responsible for the overall efficiency and effectiveness of the change process.
• Works independently with minimal guidance.
• Researches and evaluates best practices and customer insights to inform product vision and strategy.
• Participates in system demos and provides story/feature acceptance based on pre-agreed criteria.
• Contributes to the product roadmap and backlog in collaboration with the team.
• Collaborates proactively in ceremonies, builds relationships with stakeholders, and facilitates difficult conversations.
• Performs difficult assignments requiring originality and problem-solving.
• Complies with information security policies.
• Exhibits leadership skills.
• Mentors and provides guidance to others on processes and procedures.

What You Will Need:

Qualifications

• Bachelor’s degree in computer science or related degree or equivalent work experience and minimum of 6-8 years technical enterprise work experience.
• ITIL qualified, minimum ITIL4 foundation.
• Experienced working in Change Enablement using ITIL framework
• ServiceNow experience.
• Excellent verbal and written communication skills.
• Excellent time management skills including the ability to juggle multiple priorities simultaneously.
• Experience with Project Delivery
• Strong decision making and problem-solving skills.
• Ability to stay committed to the task even during times of frequent change or information delays.
• Comfortable working with multiple teams, in-house and remote.
• Accurate and precise attention to detail.
• Able to build strong interpersonal relationships with teammates, leadership, senior management, and internal and external stakeholders.
• Proficient computer skills, Microsoft Office Suite; working knowledge of software development. Solid knowledge of project management methodologies; able to manage mid-size projects or projects of some complexity.
• Advanced in the application of core behaviors; proficient in the application of additional behavioral competencies.

Preferred

• Experience of Release and Deployment Management using ITIL framework
• Experience working with diverse cultures on an international level.
• Solid understanding of the product lifecycle.
• Experience with agile methodologies, technical understanding of products, and up to date on industry standards and best practices
• Experience with JIRA or a similar agile product management toolset. Track record of continued and recent education in agile, including training, conferences, user groups and self-study.
• Experience as a collaborative leader.

Working Conditions

Office Conditions or remote working 

Compensation

The Salary for this position generally ranges between $100,000 - $125,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion

Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of persons and are dedicated to creating a respectful and inclusive work environment. 

What We Offer