Assistant Manager (Demand & Release)

Position Overview

The Assistant Manager for Delivery Management will plan, manage, and deliver operations with ITSM methodology, primarily focusing on Demand and Release management. He/She requires to align the assigned demand domains with the business needs and maintaining oversight of related NEHR enhancements, coordinating, and overseeing release delivery through its lifecycle.  In addition, as part of the collaborative support, he/she needs to assist in other Service Management processes such as Change & Service request management and Incident Management.

Role & Responsibilities

• Demand & Release Delivery Management
  • Responsible for collaborating with varies stakeholders on all demands to understand the needs and translate them into IT requirements through demand workflow processes, which includes qualification, assessment, prioritization & approval to proceed.
  • Collaborating with project managers to plan release deliver request schedules, considering priorities, resource availability, and potential risks through adhering its process lifecycle which includes scope & solution review, change control board review and procurement.
  • Responsible for the maintenance of release delivery request processes and templates to drive NEHR release planning.
  • Monitoring and maintaining the demands/release delivery request inventory.
  • Assisting project managers to review release delivery’s cost estimation and effort required.
• Change and Service Request Management
  • Responsible for overseeing the coordination of end-to-end change activities.
  • Work with vendors and internal team on all change and service requests, assessing their risk and impact and cost.
  • Ensure all requests for change (CR) and service requests (SR) are properly classified, recorded, authorized, implemented, and closed.
  • Chair or attend weekly change and request management meetings including CABs.
  • Investigate, collect data, and report on failed SR and CR
  • Provide guidance and support on Change and Service Request Management activities according to contractual obligations.
  • Act as an escalation point for change and service requests management related issues
• Incident and Problem Management
  • Coordinate investigation and resolution of major incidents and problems. These include running conference calls, tracking progress and timeline, providing constant updates to all stakeholder, working with vendors and internal team on the root cause analysis.
  • Coordinate service improvement plan for major incidents and problems.
• Process Management
  • Implement, review, maintain related ITSM process and procedures.
  • Improve and optimize existing operations processes.

Requirements

• Degree in IT or equivalent in Computer Science, Information Technology, Informatics, Business or healthcare Management related degree.
• At least 5 years of relevant hands-on experience in generating and developing system processes, user and non-functional requirements in complex information system environments.
• Be able to demonstrate strong ITIL based process management experience.
• Foundation knowledge with IT systems and infrastructure, including knowledge of operating systems, networks, databases, and applications.
• Strong critical skills such as collaboration, oral, written, and verbal communication skills, and analytical capability.
• Strong interpersonal skills to build relationships, facilitate collaboration and influence stakeholders across different teams.
• Willingness to adapt to changing priorities, shifting deadlines, and evolving organizational needs.
• Strong planning and time management skills.
• People, result, and customer oriented with multi-tasking capabilities.
• Able to work under pressure.
• Must be able to work independently, as well as in a team environment and be a good team player.
• Candidate with Healthcare domain knowledge would be an advantage.

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