Senior Change & Problem Manager

Project overview

Context

As part of replacing an employee within the IT Operations Department of a major retail player, we are looking for a Senior Change & Problem Manager to strengthen the governance of production services and support the availability challenges of information systems.

Operating in a complex and highly industrialized environment, you will be a key player in controlling production changes and reducing recurring incidents. This position is based south of Paris and requires a quick start.

Missions

Change Management

Problem Management

Continuous Improvement

Profile

Work Environment

• Lead the entire change management process
• Organize and facilitate change validation committees (CAB)
• Assess risks, impacts, and dependencies related to production deployments
• Ensure the quality and security of deployed changes
• Coordinate between technical, application, and business teams
• Identify and analyze the root causes of major or recurring incidents
• Lead post-incident analyses and associated action plans
• Ensure the follow-up of problem resolution until closure
• Populate and maintain the knowledge base of known errors and workarounds
• Produce activity indicators and reports.
• Contribute to the optimization of ITSM processes
• Participate in improving service stability and performance
• Support teams in adopting ITIL best practices.
• Minimum of 7 years of experience in critical IT production environments.
• Initial background strongly oriented towards technical production (systems, networks, operations, infrastructure, production support) before evolving into transverse management roles.
• Confirmed expertise in Change Management and Problem Management.
• Good command of ITIL frameworks and ITSM tools.
• Experience in environments with high availability and service continuity challenges.
• Large multi-site organization.
• Complex and highly integrated IT ecosystem
• Close collaboration with operations, infrastructure, support, development teams, and application managers
• Demanding environment with a high level of operational exposure

Project details

• Start: ASAP
• Duration: 1 an
• Remote: hybrid
• Location: Paris, France, FR
• Languages: French