Global ITSM Release Manager

The Global ITSM Release Manager is responsible for Release Management function for different TDD domains transversally at a global level.

• Lead the release management process, ensuring all releases are delivered on time, within scope, and in alignment with the companys strategic objectives.
• Collaborate with cross-functional teams to define release schedules, coordinate dependencies, and mitigate risks associated with our weekly releases.
• Establish and maintain release management best practices, governance, and documentation to enhance traceability and accountability.
• Oversee the execution of release plans, coordinating with technical teams to ensure successful deployment and post-release validation.
• Monitor and report on release progress, providing insights and recommendations to stakeholders to drive continuous improvement.

Role & responsibilities:

RELEASE MANAGEMENT

• Lead release planning and follow-up meetings.
• Review Milestones progress with BUILD and RUN team
• Plan deployments
• Move Milestones to appropriate release
• Manage change requests and validate deliverables.
• Approve the validity of the requirement not being in contradiction with global processes and global ways of working
• Gather sufficiently defined requirements to ensure that the BUILD team will not have to reach the customer
• Estimate cost and time to deliver
• Target appropriate Release accordingly
• Coordinate testing
• Ensure the requester availability to validate testing in UAT environment
• Validate the requirement in the Staging environment with the BUILD team
• Track the development progress with BUILD team
• Chase Milestones pending UAT approval
• Track denied UAT approval, reason for non-conformity to requirements and document requirements updates accordingly
• Coordinate deployment
• Plan the Milestones to be deployed in weekly Release
• Create and document the Change in the tool
• Involve the vendor support for high impact releases
• Deploy the Milestones according to their dependencies by coordinating all the involved developers from different vendors
• Coordinate Release communication
• Update with the Knowledge manager and distribute release-related changelog documentation to all involved stakeholders.
• Answer to post-release questions
• Handle incidents and lessons learned for each release, manage emergency changes for fix and associates eCAB.
• Train and support teams on release management processes and tools.

CUSTOMER RELATIONSHIP

• Offers exemplary customer service by taking care of any customer concerns or complaints quickly and professionally.
• Monitor top-tier customer problems, provide root cause analysis, build, and execute improvement plans to improve response time, resolve problems and improve customer satisfaction.

SERVICE PROVIDERS MANAGEMENT

• Manage all external service providers when needed, to be able to maximize profitability.

Preferred candidate profile:

Hard Skills:

• ITIL V3/V4 certification.
• 5+ years of experience in release management or a similar role within a software development environment.
• Proven track record of successfully managing software releases in complex, fast-paced environments.
• Experience with Agile methodologies (e.g., SAFe).
• Familiarity with SaaS environments.
• Project management certifications (e.g., PMP, Agile, Scrum Master) are a plus.
• Ivanti products such as Neurons for ITSM and ITAM preferred.

Soft Kills:

• Autonomous, dynamic, and can-do” attitude is a must.
• Experience in a large, multi-national, multicultural, complex but fast-paced corporation.
• Exceptional organizational skills with the ability to manage multiple projects along with small requirement and priorities simultaneously.
• Excellent communication skills, with the ability to build relationships across technical and non-technical teams.
• Both strong on global processes and problem-solving skills to provide global functional solutions from a technical team-oriented requirement (e.g. I want a new button or a checkbox)
• Assertive yet empathetic, service-oriented, and committed to system stability.
• Ability to thrive in a collaborative, dynamic work environment and lead through influence and respect.
• Passion for continuous improvement and quality delivery.
• Solid experience with effective project planning, objective setting, and execution a must

Experience in process design and process improvement methods.