Itsm Digital Release

**ITSM Digital Release & Change Lead**

**Permanent role**
- **Surry Hills-based with WFH flexibility**:

- **Be part of exciting digital growth
**About WooliesX**
WooliesX is part of the Woolworths Group. We’re an innovation business that brings together the brightest minds in e-commerce, technology, media and data to transform the way people live and shop. We’re here to create better everyday experiences for our customers. In the big picture, and the fine detail. In moments big and small. We’ve worked together with our partners to create all kinds of initiatives you know and love
- like Everyday Rewards, one of Australia’s most popular loyalty programs.

**The Role**
The ITSM Digital Release & Change Management Lead will drive initiatives across the group digital technology ecosystem with a focus on automating this process, driving the right process adoption across our tribes and squads and ensuring changes do not negatively impact customers and team. This role will sit within our Agile Service Management CoE. The primary objective of the role is to ensure that the management of all IT service changes and releases are compliant in relation to the organizational policies, procedures and plans, whilst maintaining mínimal impact on our business and customers.
The ITSM Digital Release & Change Management Lead will have experience across a range of service management processes in order to integrate into our evolving operating model, agile transformation and technical ecosystem. This demonstrated knowledge and experience in a digital organisation will seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall group digital technology strategy.

**Key Accountabilities**:

- Manage the process updates and liaise with the tribes & squads for improvements, enhancements and alignment to the Woolworths Group policies for Change management and Release Management
- Consult and coach change requesters, coordinators, implementers and project teams
- Management and oversight of the Forward Schedule of Change across WooliesX Digital Technology
- Liaise with the tribes & squads interface for operational and compliance improvements including SLA exceptions and Service Improvement Plans
- Manage all logged Requests for Change (RFC), using the change management toolset
- Responsible for recording, categorising, documenting and reviewing all changes, as well as ensuring all changes are risk assessed, planned, tested, evaluated and released in a controlled manner
- Validate the interfaces with all other service management processes are maintained and integrated to maintain Dev Ops
- Confirm with the tribes & squads that the Change & Release Management processes are fit for purpose to maintain Dev Ops
- Maintains a focus on continual prioritised improvement in alignment with the tribes’ & squads’ needs
- Collects necessary information from CABs and other sources for applicable decision body to determine authorisation of changes
- Manages Post Change / Release Reviews (PCRs / PRRs) and agreed Service Improvement Plans (SIPs)
- Drive the efficiency and effectiveness of the processes by implementing continuous improvement activities to continually enable Dev Ops
- Manage E2E agile Release Management value stream through all release types and deployment approaches, including release trains, microservices on demand delivery, canary,feature flags, blue/green deployments etc
- Identifying opportunities to streamline the process through deeper automation of CI/CD and cross-tool integration in SDLC.
- Driving a continuous improvement approach to human centred process design
- Define and measure industry success metrics (i.e.DORA)
- Support the business to move forward safely as rapidly as possible
- Lead key process forums, such as blameless retrospectives
- Ensure all services are fully integrated with the strategic goals and objectives of Digital Technology
- Create development stories for tool enhancements and perform UAT and BVT

**Required Skills / Experience**:

- Understand digital transformation, digital adoption, and other digitally-driven changes
- Hands-on experience working in an agile and DevOps environment managing complex release trains and on-demand microservices releases.
- Experience and knowledge of Change & Release Management principles, methodologies, tools and best practices
- Process design, experience in Lean methodologies and Human Centred Design will be an advantage
- Experience across Service Design, Transition and Operations
- Customer-focused, passionate about the customer experience
- Ability to train users in the process and coach people in best practice
- Ability to clearly articulate messages to a variety of audiences
- Forward-looking with a holistic approach
- Leadership skills with the ability to exercise sound judgement and be decisive under pressure
- Calm, methodical, resilient and proactive, with great a