The main objective of this role is to assist in governing and adopting relevant IT Service Management (SM) practices to ensure that all change initiatives in IT are completed seamlessly. This position aims to enhance employee adoption and usage through effective communication and change management methodologies.
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Key Responsibilities:
- Apply a structured methodology to lead change management activities and ensure changes are implemented in a controlled and consistent manner, minimizing disruption while maximizing benefits.
- Perform change impact assessments by clarifying the type and need for changes, as well as anticipated activities and impacts.
- Distribute notifications of upcoming changes, change freezes, and policy updates to stakeholders.
- Define templates, connectivity criteria, and production acceptance testing cycles to ensure all IT systems are properly qualified before acceptance into production.
- Review and approve change requests of all types, including Major, Emergency, and Requests for Change (RFC).
- Lead reviews of RFCs, assess potential risks, change impacts, communication requirements, testing procedures, back-out plans, and post-implementation validation processes.
- Conduct and participate in Post Implementation Reviews (PIR) in alignment with the change management process.
- Chair Change Advisory Board (CAB) meetings, ensuring that all approvals, key discussion points, attendees, and action items are recorded and followed up on.
- Coordinate resources and timings with other Change Managers and CAB members.
- Review and approve new Change Coordinators and CAB members, ensuring appropriate authorization before implementing changes.
- Maintain, develop, and drive the change management process, including policies, procedures, strategies, and continual improvement initiatives to ensure effectiveness and alignment with organizational goals.
- Monitor compliance with established processes and practices.
- Act as a focal point for knowledge transfer of Change Management process expertise within the organization.
- Regularly monitor and report on the progress of change management activities, including the number and type of changes implemented, their success rates, and their impact on IT services and infrastructure.
- Document business impact and maintain relationships between Configuration Items (CI) and IT services.
Qualifications:
- Bachelor's Degree in IT/Computer Engineering or equivalent.
- 5 - 7 years of relevant experience.
- ITIL Practitioner certification required.
- Fluent in English.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to Achieve
- Resilience and Flexibility (Can-Do Attitude)
ISR Requirements:
- Adhere to ISR policies and report any weaknesses or incidents to the respective Line Manager or the Information Security team.
- Complete all required ISR awareness sessions and follow associated guidelines in day-to-day operations.
