Kaiser Permanente IT is looking for an experienced Senior Manager for Network Change & Problem Management function to be located in our new Englewood, CO facility. The Senior Manager will provide day-to-day leadership for all problem and change related activities performed by internal KP teams and third party vendors. He/she will apply the correct mix of people, processes, and tools guided by accepted industry best practices to effectively improve the availability and performance levels.
This role will be responsible for creating and implementing the plan, policy and framework for supporting all changes introduced through Network Services group. He/she will also lead the effort to establish and implement processes and procedures needed to detect, diagnose, and resolve existing and/or potential problems in the KP network.
This position requires strong leadership to drive faster adoption, greater utilization and more discipline managing changes and problems impacting the organization so that improved business results can be achieved. The ideal candidate must have strong organization change and problem management experience along with execution focus and customer centric aptitude.
Essential Functions:
- Develop a framework for the establishment and management of a change request portfolio that adheres to KP policies, standards and industry best practices
- Establish, maintain, and adhere to appropriate compliance and controls related to change and problem management
- Ensure that all changes are recorded, evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner
- Review incidents reported on a daily basis to ensure problem records are correctly opened and proper ownership established
- Liaise with engineering, operations and third party vendors to ensure swift resolution of problems are achieved within SLA targets
- Manage vendor relationships and drive them to meet the agreed target levels for change and problem management
- Ensure reduction of change induced incidents and therefore service disruption, defects and re-work
- Engage senior leadership within the organization cutting across the hierarchies and functional silos
- Ensure periodic reporting is produced and distributed to all identified stakeholders
- Manage efforts to drive process improvements and system enhancement pertaining to the change and problem management process
- Ensure only approved changes are implemented in the production environment and emergency changes are kept below the agreed target level
- Chair Technical and Emergency CAB meetings and decide who should attend these meetings within and outside of KP
- Review the operation of the network infrastructure to proactively detect the presence of problems before they give rise to incidences of network unavailability or degraded operation
- Periodically audit the problem and change management process to ensure they are being followed correctly
- Ensure that the right set of management data is collected and that tools are available to support the change and problem management process
- Establish production release schedule to support a seamless integration of new projects, defect fixes and maintenance changes
- Ensure that the information discovered and the changes recommended by problem management are distributed to the rest of the operational environment
- Define what needs to be measured for change and problem management and ensure the accuracy and relevance of the metrics that are reported
- Ensure ongoing analyses of change records to identify and resolve apparent problems within the network
- Identify potential people-side risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns
- Manage and motivate the problem and change management teams. Provide for professional/technical growth through assessment, mentoring and training opportunities
Qualifications:
Basic Qualifications:
- Master's degree in related field and/or 6 years ofequivalent work experience.
- A minimum of 8 years of progressively responsible management experience in planning, budget/financial management, and staffing.
- A minimum of 8 years of related IT experience in network and telecom experience working in a leadership role.
- 3 years of experience with implementing organizational change and problem management functions.
- Strong understanding of ITIL principles with a minimum ITIL v3 certification
- Excellent written and oral communication skills.
- Ability to manage multiple competing priorities.
- Demonstrates good judgment and discretion when dealing with confidential information.
- Ability to partner with all levels of management to ensure effective implementation of time-sensitive initiatives.
- Ability to articulate a compelling vision, analyze competitive advantages and provide value proposition.
Preferred Qualifications:
- Knowledge of health care industry is preferred.
- Remedy and Business Objects experience preferred.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.