Service Deliver Manager ( Change coordinator ) - Remote

Job Description

Responsibilities: • Coordination of Change Planning, Scheduling and Execution via Service Now supporting Infrastructure Services Program Management • Leverage Change Templates to support Change submission where Technical teams request due to complex change requirements and/or multiple team involvement • Coordination of Change Task acceptance and Change Approvals with impacted technology, application, business contacts and other support teams as applicable to ensure timely approvals before expiration. • Interface with Change Approval Boards and individual stakeholders to drive change from initial request to full approval (implementation completed) working thru change rejections, reporting on status of changes back to aligned program / project manager • Knowledge and understanding of the types of changes being requested as this is necessary to explain to various stakeholders to secure approvals and acceptance • Adhere to Citigroup Change processes and procedures for all assigned Changes • During Change Window (Green Zones) Coordination of Zoom Bridge global virtual teams across multiple time zones / regions: NAM, EMEA, ASPAC, LATAM, serving as primary coordinator and first point of escalation throughout the change window • Manage status of assigned Changes aligned to project JIRA for full transparency into assigned initiatives, communication of status and change related issues (escalation) to all stakeholders, including portfolio management, on a timely basis via JIRA updates. • Prepare and report status of Service Now Change under management on a regular basis, including metrics needed for various project, technology, risk groups and dashboards or Service Now reports where applicable. Technical Attributes: • Intermediate to advanced: o Knowledge of Service Now change, incident, request modules and reporting • Strong and Demonstratable skills with following: o JIRA (e.g., updating comments on JIRA, entering data in key fields per standard) o ServiceNow (e.g., INC, CHG, REQ) o Zoom bridge facilitation and ability to capture notes / escalations during call and facilitate email updates to impacted stakeholders leveraging pre-defined templates. Skills: • Execution oriented with strong attention to detail • Fluent in English with strong verbal and written communication skills required to facilitate change bridge and influence Change Approval Board members • Ability to work in a matrix environment and partner with virtual teams across Program Management and Infrastructure Services teams. • Ability to work independently, multi-task on multiple Changes, and take ownership of assigned Change(s) to drive success