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ITSM Manager (Release process owner)

Job Description

Ubisoft Montreal, an industry leading developer of video games, located in the heart of Montreal’s Mile-End, offers a unique environment where creativity, teamwork and cutting-edge technology bring to life critically acclaimed video games and iconic AAA franchises.

When you join Ubi Montreal, you enter a community of passionate, extraordinary people connected by their need to innovate, to be creative and to work with the latest technology. You’ll discover a world where employees enjoy constant career advancement, a supportive learning environment, and competitive compensation packages.

Summary

The ITSM Manager is responsible for the deployment and evangelization of IT Service Management and its related processes. He will also follow up and report on the adherence to the ITSM processes in the department and work with other ITSM managers to ensure global coherence. The position will focus at first on the Release Management / Deployment Management processes with emphasis on DevOps, involve the Change Management process, and will gradually evolve as IT gains in maturity.

Mission

The main and routine tasks of the ITSM Manager are to:

• Work hand-in-hand with our PMO department, understand Release activities across all domains and own the implementation of process core rules based on best industry practices.
• Own and mature the Release Management Process currently in place;
• Develop common strategies for release governance across multiple domains
• Manage risks and resolve issues that affect release scope, schedule and quality
• Define KPIs and eventually produce Release Reporting on weekly / monthly intervals
• Continually work towards making improvements in the release process
• Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
• Researches new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs

Other activities

• Occasionally assist other ITSM Managers within the context of Change, Incident, Request and/or Problem Management processes;
• Encourage adoption and educate the Business and IT on the Release Management process;
• Prepare and train IT Teams for future ITIL process deployment;
• Carry out all other related tasks.

Qualifications

Education

• Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field;
• ITILv3 and/or v4 Foundation is a strong asset;
• ITIL Intermediate certificate in Release, Control and Validation (RCV) or Service Transition (ST) is a strong asset.
• Agile/Lean Certification is an asset
• DevOps foundation training is a strong asset

Relevant experience

• 5+ years of IT experience;
• 3+ years of experience as a Release Manager;
• 2+ years of experience as a Change Manager is a strong asset
• 2 years of project management experience (PMP® and/or PMI-ACP® is a plus)
• Experience in other relevant ITIL Processes is a plus
• Experience in governing both waterfall as well as Agile/DevOps project lifecycles.
• Experience with Continuous Integration/Continuous Delivery (CI/CD) is an asset
• Experience with automation tools and strong ability to choose the best tools and solutions for the release management function is an asset
• Experience working across organizational boundaries on a local and global basis is a strong asset.

Skills

• Highly Organized
• Leadership
• Excellent negotiation skills
• Ability to make decisions quickly
• Ability to work effectively in a heterogeneous fast paced changing environment
• Have good interpersonal communication skills
• Ability to communicate effectively with all levels of management
• Ability to make complex information accessible

Knowledge

• Excellent English skills (spoken and written)
• French fluency is an asset
• Broad understanding of IT technologies and business considerations
• Understanding of Microsoft & Linux operating systems, routing and telecommunications, enterprise storage systems, data center operations
• Good working knowledge of an ITSM tool

Additional Information

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.