Incident, Change & Release Manager

The Incident, Change, and Release Manager is responsible for overseeing the effective management of IT service incidents, changes, and releases within the organization. This role ensures that incidents are resolved swiftly to minimize downtime, changes are implemented with minimal risk, and releases are deployed smoothly, enhancing service delivery and user experience. The manager will lead the development, implementation, and continuous improvement of processes for incident management, change management, and release management in line with ITIL best practices, regulatory standards, and organizational goals.

Responsibilities

• Incident Management : Ensure rapid restoration of IT services by managing and resolving incidents, minimizing service disruptions, and improving incident response times.
• Change Management : Oversee the lifecycle of changes to IT infrastructure, ensuring all changes are assessed for potential risks, authorized, and implemented with minimal service impact.
• Release Management : Coordinate the planning, scheduling, and deployment of software releases and updates, ensuring that releases are smoothly integrated into the production environment while maintaining system stability and performance.
• Collaborate closely with IT operations, development teams, and business stakeholders to align processes with organizational needs and ensure compliance with internal and external regulations.
• Continuously monitoring and analysing processes to identify areas for improvement and drive process optimization, aiming to enhance overall service management effectiveness and reduce operational risks.

This role demands strong leadership skills , a deep understanding of IT service management, and the ability to balance operational efficiency with service quality and customer satisfaction.

Qualifications

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