Change Manager

3 semanas atrás

Porto, Portugal Five9 Tempo inteiro

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

The Change Manager will work with senior business leaders to understand their needs and address them through executable strategic change initiatives. We are looking for someone with strong change management and communication abilities who excels in creatively managing change within complex matrixed organisations.

The position reports into the Sr Director, Customer Support and will require cross-function involvement with all Technical and Cloud Operations leadership in day-to-day activities.

**Key responsibilities**:

- Define roadmaps in-line with customer expectations, change and CAB requirements, and contractual adherence.
- Confidently represent details of customer change requests in customer facing change meetings.
- Ability to internally manage customer requested modifications to change requests.
- Maintain policies, procedures, and standards in line with current and emerging change requirements.
- Align closely with Cloud Operations teams policies and procedures.
- Strong ability to present to executives and engage with all levels in the organisation.
- Ability to navigate changing priorities, evolving deadlines and logically sequence work to meet the overall needs of the Day-2 service.
- Ability to make connections across work streams and matrixed organisations.
- Extremely high attention to detail with exceptional writing and editing skills.
- Develop and execute full lifecycle change management activities, including change impact assessments, stakeholder analysis, stakeholder engagement, communications, training development, and training and workshop facilitation.

**Key Responsibilities**:

- Manage all aspects of change management including running various change meetings, assessment, planning and risk management.
- Ensure all change tickets are complete and accurate (before change meetings and after implementation).
- Participate in post-change reviews and collaborate with Customer Support teams on change related incidents, preventative measures, and subsequent problem resolution.
- Generate regular KPI/metrics reports as needed.
- Champion ongoing initiatives to implement best practices in Change Management.
- Create/maintain all change management documentation including policies and procedures.
- Assist end users with the change process and tool questions.
- Liaison between various operations teams and OSS team (responsible for supporting the ITSM tool) on defects and feature requests.

**Key Requirements**:

- 5+ years of change management experience in a cloud/technical operations environment.
- Deep understanding of IT Service Management ITIL v3 foundation or above required.
- Solid experience using/administering ITSM tools (Remedyforce & JIRA preferred).
- Excellent project management skills.
- Business Analyst experience is a huge plus (requirements gathering, tools selection & implementation, vendor management).
- Great verbal and written communication skills.
- BS or equivalent experience.

**Benefits**:

- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays

LI-RS1 #LI-Hybrid

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
- Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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