Assistant Manager - IT Demand Management

Key Responsibilities Change and Release Control • Review, assess, and validate change and release requests to identify potential risks, conflicts, dependencies, and overall business impact • Facilitate and govern Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings, ensuring informed decision-making for both changes and releases, with clear accountability and approval outcomes • Own and maintain the Change & Release Calendar, ensuring alignment between planned changes, release windows, blackout periods, and business-critical events to minimize service disruption • Plan, coordinate, and govern software and infrastructure releases across environments (DEV, SIT, UAT, PROD), ensuring readiness, approvals, and adherence to agreed release windows • Ensure all Changes and releases meet Change and release readiness criteria, including testing evidence, rollback plans, risk assessments, security approvals, and business sign-off prior to production deployment • Maintain accurate and auditable change and release documentation, including requests, approvals, release notes, implementation steps, rollback procedures, and post-release outcomes • Monitor and analyze Change & Release Management KPIs (e.g., change success rate, emergency changes, release failure rate, rollback frequency), identifying trends, risks, and opportunities for continuous improvement • Conduct and govern Post-Implementation Reviews (PIRs) for changes and releases, ensuring lessons learned are captured, corrective actions are tracked, and systemic issues are addressed • Support internal and external audits related to IT Change and Release Management by providing evidence, process compliance, and improvement actions • Work closely with IT operations, development teams, business units, cybersecurity, QA, and third-party vendors to coordinate change and release activities end-to-end • Provide clear, timely communication on change and release status, risks, dependencies, and impact assessments to all relevant stakeholders, including management and business owners • Enforce adherence to Change & Release Management policies, standards, and governance frameworks, ensuring alignment with ITIL best practices and organizational controls IT Demand Management: • overseeing and coordinating the demand management process • works with business relationship managers, service portfolio managers, service level managers, and other stakeholders to understand the current and future demand for IT services, • plan and implement appropriate strategies to manage and influence the demand • identifies and resolves any issues or risks that may affect the service delivery • Aligning IT strategy with business strategy and goals for long term planning Delegating authority to teams • communicating and updating the process owning and configuring the tools or templates to support the process • 7-ensuring that the process runs smoothly • 9- facilitate the demand management meetings and events • 9-work with the requestors to prepare the deliverables needed • 10-capture the dispositions of the demand items and ensure they move into their next phase based on those outcomes Requirements Education • Bachelor's degree in Information Technology, Computer Science, Information System or a related field Experience • Between 5+ years of experience in in IT Change Management, IT Change & Release Management, or IT Service Management roles Certifications • ITIL Foundation certification Technical Skills • Excellent communication, negotiation, and presentation skills • Highly organized with excellent time management skills • Strong understanding of IT infrastructure, enterprise applications, and cloud environments • Practical knowledge of Agile, DevOps, and CI/CD pipelines, and how governance integrates with them • Ability to assess technical risks without being execution-level technical Show more Show less

Change and Release Control: Review, assess, and validate change and release requests to identify potential risks, conflicts, dependencies, and overall business impact; Facilitate and govern Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings, ensuring informed decision-making for both changes and releases, with clear accountability and approval outcomes; Own and maintain the Change & Release Calendar, ensuring alignment between planned changes, release windows, blackout periods, and business-critical events to minimize service disruption; Plan, coordinate, and govern software and infrastructure releases across environments (DEV, SIT, UAT, PROD), ensuring readiness, approvals, and adherence to agreed release windows; Ensure all Changes and releases meet Change and release readiness criteria, including testing evidence, rollback plans, risk assessments, security approvals, and business sign-off prior to production deployment; Maintain accurate and auditable change and release documentation, including requests, approvals, release notes, implementation steps, rollback procedures, and post-release outcomes; Monitor and analyze Change & Release Management KPIs (e.g., change success rate, emergency changes, release failure rate, rollback frequency), identifying trends, risks, and opportunities for continuous improvement; Conduct and govern Post-Implementation Reviews (PIRs) for changes and releases, ensuring lessons learned are captured, corrective actions are tracked, and systemic issues are addressed; Support internal and external audits related to IT Change and Release Management by providing evidence, process compliance, and improvement actions; Work closely with IT operations, development teams, business units, cybersecurity, QA, and third-party vendors to coordinate change and release activities end-to-end; Provide clear, timely communication on change and release status, risks, dependencies, and impact assessments to all relevant stakeholders, including management and business owners; Enforce adherence to Change & Release Management policies, standards, and governance frameworks, ensuring alignment with ITIL best practices and organizational controls; IT Demand Management: overseeing and coordinating the demand management process; works with business relationship managers, service portfolio managers, service level managers, and other stakeholders to understand the current and future demand for IT services; plan and implement appropriate strategies to manage and influence the demand; identifies and resolves any issues or risks that may affect the service delivery; Aligning IT strategy with business strategy and goals for long term planning; Delegating authority to teams; communicating and updating the process owning and configuring the tools or templates to support the process; ensuring that the process runs smoothly; facilitate the demand management meetings and events; work with the requestors to prepare the deliverables needed; capture the dispositions of the demand items and ensure they move into their next phase based on those outcomes