IT Release Manager with Customer Experience Focus

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Suitability:

Public Trust/Other Required:

MBI (T2)

Job Family:

Software Development

Job Qualifications:

Skills:

Communication, Continual Improvement Process, Problem Solving, Project Management, Release Management

Certifications:

Experience:

10 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a highly motivated and experienced IT Release Manager with a strong focus on Customer Experience to join our dynamic team. In this role, you will be responsible for managing the end-to-end release process for our large government IT project, ensuring seamless and efficient delivery of software updates and enhancements. You will also play a critical role in enhancing the customer experience by ensuring that releases meet user needs and expectations.

Key Responsibilities:

Release Management:

• Coordinate release activities across multiple cross-functional teams, including development, QA, operations, and project management with focus on tracking and following up on open action items and check-ins with various capability teams.
• Plan, schedule, and oversee the end-to-end release process for software updates, enhancements, and patches.
• Develop and maintain release schedules, ensuring alignment with project timelines and milestones.
• Manage release documentation, including release notes, deployment plans, and rollback procedures.
• Ensure compliance with change management processes and standards.
• Ownership and updating project artifacts (Action Items registers, risk log, project schedule, etc.)

Customer Experience:

• Act as the primary point of contact for customers regarding UI/UX and release-related inquiries and issues.
• Gather and analyze customer feedback to inform release planning and prioritization as it relates to UI/UX.
• Collaborate with product management and user experience teams to ensure releases meet customer needs and enhance overall user satisfaction.
• Monitor and report on customer experience metrics related to releases, identifying areas for improvement.
• Conduct surveys and feedback sessions to assess customer satisfaction and identify improvement opportunities, with focus on User Journey mapping and User experience

Collaboration and Communication:

• Facilitate release planning meetings, status updates, and retrospectives with multiple relevant parties
• Communicate release plans, schedules, and status updates to stakeholders, including project sponsors and senior management.
• Coordinate with cross-functional teams to resolve release-related issues and risks promptly.

Continuous Improvement:

• Implement best practices for release management, including automation and continuous integration/continuous deployment (CI/CD) processes.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the release process.
• Stay up-to-date with industry trends and advancements in release management and customer experience.

Qualifications:

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

• Minimum of 12 years of experience in IT release management or a related role.
• Experience in managing releases for large-scale government IT projects is highly desirable.
• Proven experience in enhancing customer experience through effective release management.

Skills:

• Strong understanding of release management processes, methodologies, and best practices.
• Excellent project management and organizational skills, with the ability to manage multiple releases simultaneously.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Proficiency in release management tools and software, such as JIRA, Confluence, and CI/CD pipelines.

Certifications:

• ITIL Certification or equivalent is preferred.
• Project Management Professional (PMP) or Agile certification is a plus.

Work E