Change Manager and Technical Operations Lead (Remote friendly)

Overview:

Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

Why Imagine?

Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too.  Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality. Volunteer in your community and we will pay for that too.

The Change Manager and Technical Operations Lead will serve as the central point for change and major incident management, operations orchestration, and delivery oversight. This role is crucial in controlling the direction and escalation of incoming Managed Services incidents and service requests, as well as facilitating project plans. The individual in this position will act as an Incident Commander, Operations Orchestrator, and Delivery Captain, ensuring that all team members are aligned and working toward resolving issues efficiently.

Key Responsibilities:

Incident Command and Operations Orchestration:

• Situation Assessment: Evaluate incoming incidents and service requests, providing critical analysis and pushing back when necessary to maintain control.
• Coordinating Response Efforts: Align and direct team members to ensure a cohesive response to incidents and service requests.
• Communication: Keep stakeholders informed about the status and progress of incident resolution through regular updates.
• Task Delegation and Impediment Removal: Assign tasks to team members and assist in removing any obstacles that may hinder progress.
• Resource Management: Ensure the necessary resources are available and utilized effectively to meet service demands.

Agile Ceremonies and Requirement Gathering:

• Agile Ceremonies: Run Agile ceremonies in a global manner to support a single cross-functional unit.
• Requirement Gathering: Collaborate with stakeholders to gather and prioritize service requirements for upcoming and in-flight projects.
• Change Management: Facilitate and report on an updated automated Change Management Process.
• Team Development: Support and foster the development of a cross-functional support team.

Operational Responsibilities:

• Development Oversight: Work closely with the development team to ensure services are built according to specifications and necessary requirements are met.
• Deployment Planning: Oversee the planning and execution of service deployments.
• Performance Monitoring: Monitor service performance to ensure compliance with SLAs (Service Level Agreements).
• Incident Management: Manage and resolve service-related incidents, ensuring timely communication with stakeholders.

Service Improvements:

• User Feedback: Collect and analyze user feedback to identify areas for service improvement.
• Continuous Improvement: Implement changes to enhance service performance, usability, and reliability.
• Metrics and Reporting: Track key performance indicators (KPIs) and generate reports on service health and performance.
• Status Updates: Provide regular updates to stakeholders on service status, roadmap progress, and any issues, utilizing the client profile in JIRA.

Interface Management:

• Development Team: Collaborate on requirement specifications, feature development, and bug fixes, regularly reviewing progress and providing feedback.
• QA Team: Coordinate on testing strategies, plans, and execution to ensure issues are resolved before release.
• Project Management & DevOps Team: Plan and manage deployments, monitor service health, and respond to incidents, ensuring infrastructure and operations align with service needs.
• Product Management: Align service vision and strategy with overall product goals, coordinating on roadmap planning and feature prioritization.
• Customer Support: Ensure support teams are trained and equipped to assist users, working together to resolve customer issues and gather feedback.
• Security: Work with security teams to ensure services are secure and compliant with security policies, assisting in evidence gathering for audits.
• Regulatory Compliance: Ensure services comply with relevant regulations and industry standards, aiding in evidence gathering for audits.

• Proven experience in incident management, operations orchestration, and service delivery.
• Strong leadership and communication skills.
• Expertise in Agile methodologies and ceremonies.
• Proficiency in resource management and performance monitoring.
• Familiarity with regulatory compliance standards (e.g., SOC).
• Experience with JIRA or similar service management tools.
• ITIL V3 or V4 Qualification.

Celebrating difference, together stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities.  We are committed to providing an environment of mutual respect.  Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.