Sr. Project Manager, Change Management

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Change Manager is responsible for defining and supporting the overall process involved in ITIL change enablement. The Change Manager ensures changes to IT systems and infrastructure are implemented in a controlled and authorized manner which aligns with business objectives. Responsible for managing the complete life cycle of moderately-to-highly complex projects, including approval, planning, execution and closeout to ensure planned results are achieved on time. Develops budgets, timelines and ensures progress to plan, as well as tracks critical project achievements. Works with vendors and team to establish and achieve goals. Coordinates the activities of a cross-functional team including exempt and non-exempt employees. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Job Description

Core Responsibilities

• Documents and maintains the Change Management process and procedures.
• Facilitates cross-departmental collaboration necessary for change management.
• Experience with ITSM tools a must and ITIL certification is necessary.
• Reports on the performance of the process to Change Advisory Board (CAB).
• Leads the change management activities and operations within the documented process.
• Evaluates the change impact and organizational readiness to limit potential risk.
• Evaluates the risk of change and provides actionable guidelines on reducing impact.
• Coordinates with the CAB for changes presenting higher risk.
• Conducts post-implementation reviews to assess the decisions and performance related to the change request.
• Prepares reports on the change process and measurements against Key Performance Indicators (KPIs).
• Tracks compliance to policies and procedures and resolves or escalates any compliance issues.
• Evaluates resistance in adopting the change at the user, process, and technology level.
• Conducts training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.
• Interfaces with other processes and/or business functions to ensure they comply with the Change Management process.
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures, and work instructions.
• Provides all requirements, use cases, and user stories to support enhancements to the Change Management system functionality.
• Provides research and assistance to leadership in the development and design of new projects.
• Uses formal processes and tools to manage resources, budgets, risks and changes.
• Manages project status and information in the form of formal briefings, project update meetings and written, electronic and graphic reports.
• Develops, maintains and manages detailed project plans, action item registers and major milestone timelines for all assigned projects. Provides overall prioritization and director of work assignments, team resources etc. Monitor and creates project deliverables.
• Coordinates with other work streams, projects and initiatives which may impact successful completion of project.
• Manages all assigned projects to completion ensuring on-time delivery, meeting of budgetary demands and maintaining overall project ownership.
• Acts as a single point of contact for project status. Maintains communication with stakeholders.
• Facilitates project meetings.
• Addresses problems through risk management and contingency planning and presents solutions and/or options to executive management. Ensures effective implementation of solutions/changes.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own