Manager Change Control and Major Incidents

Job Description
Position SummaryThe Manager, Change Control & Major Incidents leads enterprise-wide IT change management and incident response processes, ensuring seamless operational stability while minimizing business disruptions. This role drives efficiency, enforces risk mitigation strategies, and enhances service continuity by implementing structured governance frameworks and proactive incident management. By fostering cross-functional collaboration, integrating cutting-edge technologies, and optimizing Information Technology (IT) resilience, the Manager strengthens Empower Pharmacy's ability to deliver innovative, high-quality healthcare solutions with uninterrupted service and operational excellence.

Duties And Responsibilities

• Leads change control processes by ensuring all modifications are thoroughly reviewed, approved, and implemented with minimal risk while enforcing IT Infrastructure Library (ITIL) best practices to enhance stability and compliance.
• Oversees major incident response efforts by coordinating rapid troubleshooting, root cause analysis, and resolution of critical IT issues while collaborating with IT teams to restore services efficiently and minimize operational disruptions.
• Works closely with business stakeholders to assess the potential impact of system changes and incidents, developing proactive risk mitigation strategies that align with operational goals and industry best practices.
• Conducts in-depth post-incident reviews, identifying root causes, implementing corrective actions, and driving continuous improvement initiatives to strengthen IT resilience and prevent future disruptions.
• Leverages artificial intelligence-driven analytics to identify incident trends, assess change impact, and enhance decision-making while integrating automation and predictive insights to optimize IT operations and service reliability.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge And Skills

• Strong problem-solving, leadership, and communication skills, with expertise in risk assessment and IT service continuity.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum of 7 years of experience in IT change management, incident response, or IT service operations. Strong understanding of ITIL best practices.
• Requires a Bachelor's degree in Information Technology, Business Administration, or a related field.
• ITIL certification is preferred.
• Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making-adept at integrating AI-powered solutions into all workflows.