Change Manager

Location: Colombo, Sri Lanka
Published on: 5 November 2020
Job Type: Full Time

Sysco (NYSE:SYY) is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 57,000 associates, the company operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations. For fiscal 2020 that ended June 27, 2020, the company generated sales of more than $52 billion.

Sysco LABS supports Sysco’s digital transformation with engineering teams in Colombo, Sri Lanka, and Austin and Houston, Texas, in the USA. Operating with the agility and efficiency of a tech–startup and backed by the domain expertise of the industry leader, Sysco LABS’ mission is to support the innovation of Sysco’s business across the entire foodservice journey.

As the Change Manager, you will be a part of the Sysco Incident and Change management team based in Sri Lanka and be responsible for managing IT change and the release management process. Your role will also require you to work with the IT change management team in the US.

The Role:

  • Ensuring that a proper change/release management process is being followed at Sysco across all service owners. A comprehensive understanding of Change Management policies, procedures, tools and audit controls are a must.  
  • Analysing the changes to IT services and evaluating its impact.
  • Owning and managing the Change Calendar and notifying relevant parties.
  • Facilitating the Change Advisory Board (CAB) meetings by planning, reviewing, approving and conducting post CAB follow-ups for changes where applicable.
  • Building and maintaining an intermediate level of understanding of the industry, business, internal processes and products, and applying this knowledge to the change management process to determine optimizations and make recommendations.
  • Working with the Site Reliability Engineering team to modernize the ITIL change management process to facilitate service owners and deliver new changes to production using a lightweight change management process.
  • Monitoring metrics and driving continuous infrastructure and application improvement efforts across teams to achieve SLA & KPI for Change Management.
  • Producing management reports on IT changes such as daily changes, change incidents, etc.
  • Following-up and reporting on non-compliant CRs while adhering to company CM policies and procedures.
  • Working with service owners to reduce the number of emergency changes and change incidents.
  • Supporting all internal and external Change Management audits and examinations.
  • Educating service owners, monitoring compliance, and continually assessing and improving the enterprise-wide Change Management process while taking into consideration the internal and external audit requirements.

The Profile:

  • 5+ years of experience in IT Support, specializing in upgrades, release management (including reviewing Change Requests for authorization, facilitating CAB meetings, producing Change Management metrics and KPIs, etc.).
  • 2+ years in the capacity of Change Management.
  • Strong customer service, analytical, research, interpersonal, and problem-solving skills.
  • Experience and knowledge of change management principles, methodologies and tools.
  • High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and the software development lifecycle.
  • Self-driven and able to work independently.
  • Superior English language and communication skills – both written and verbal.
  • Ability to direct cross-functional resources through IT Change management processes in compliance with Sysco’s change management processes.
  • ITIL Certifications or any other change management certifications will be an added advantage.
  • Technical knowledge and experience working with:
    • Windows/Linux environments
    • SQL, Active Directory, Scripting, etc.
    • Network knowledge, including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing
    • AWS/Azure
    • Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk

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Why Join?

Careers at Sysco LABS

At Sysco LABS, we value our entrepreneurial spirit and openness the most. Our culture is non-hierarchical, encourages open communication and the free flow of ideas, and foster learning as an ongoing process.

We are headquartered in Silicon Valley with much of our engineering being carried out by Sysco LABS in Colombo. Although both teams are roughly thirteen hours apart, we coordinate like clockwork to ensure deadlines are met and results delivered.

Teams based in Colombo regularly visit the Redwood City office, giving them an opportunity to experience the Silicon Valley culture first hand and meet the restaurants that use the products we build.