Head of Change and Release Management

Job description / Role

Duties

Within Orange Business, CTIO/Delivery to service management portfolio is in charge of managing technical changes, platform upgrade & ENH deployments for all ServiceNow platforms, which is used Service management (UD), Ordering overlay (RACE) and project management (Triumph ) , plus digital services integration for large & complex deals to provide an innovative TSM, CSM, SPM and OMT solutions.

Interface and communicate with Test Managers, Dev manager, IT Ops and of course the PMO on a daily basis.

The Release Manager must be confident enough to manage up and provide reporting as well as meeting updates to the Senior IT Management like the CIO and CTO as well as business management.

Own the Release Management lifecycle which includes scheduling, coordinating and the management of releases across the enterprise for all ServiceNow platforms. The releases can be inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects and Programs utilizing dev-ops and automation whenever possible.

Where necessary you'll provide tools and services to help product management and project teams manage and deploy releases into production.

responsible for implementing and managing release processes for code through development, test, and production environments.

The Release Manager Job function works collaboratively with all participants in software development projects and is supportive of developers and testers as they set up their build dev/test environments.

Key responsibilities.
- People manager of DevOps and Platform Engineers team (hiring, coaching, support, performance management).
- Review and manage engagement (resources, load, scope, duties) of the change and release team with other teams on various projects.
- Budget planning and management for the team and other resources/requirements.
- Manage escalations, disaster recoveries, risks, and ad-hoc critical exceptions of platform operations, changes, or issues.
- Manage data policies (backups, retention, sharing, access rights).
- Reporting to management on all platforms operations metrics and issues.
- Execute department strategy, ensuring alignment with Orange Business vision, mission, and strategy.
- Engage and collaborate with networks and security teams for infrastructure or security changes or issues.
- Collaborate with development, testing, product ownership, project management teams on all ongoing projects.
- Manage and approve all function processes and documentation (all saved within the team repository).
- SPOC for ServiceNow operations and platform related topics with ServiceNow team.

Interpersonal skills:
- Coordination, teamwork and networking capabilities
- Autonomy and leadership (management of priorities, risks, reporting)
- Assertiveness
- Analysis and synthesis ability
- Presentation skills

- Excellent service transition management experience
- Good knowledge of service readiness, operational acceptance, service introduction and service improvement
- Strong knowledge of ITIL framework - ITIL V4 Foundation
- Advanced understanding & knowledge of service delivery processes, structure and tools
- Proven experience of managing customer expectation
- Dev -ops and automation experience.
- Experience of working with senior Operations management level
- Highly organized with the ability to manage and priorities a varied and complex workload
- Ability to define deliverables and coordinate a multi-disciplinary team to work to them
- Ability to take ownership for issues and suggest, negotiate, agree and deliver appropriate solutions
- Ability to perform under pressure and to work using own initiative as well as part of a team
- Assertive in potentially difficult situations, engaging diplomacy where necessary
- Able to build relationships and network at all levels
- Creative problem solving and analysis skills with an ability to identify develop and implement solutions to gaps to meet the needs of the business.
- leadership skills.
- 5 + years of IT experience in multinational environment.
- French is a plus.

Department
Chief Technology Info Office

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.