Change Manager

Key Responsibilities

• Take the ownership to oversee the day to day operations relating to Change Management
• Ensure Change Requests are assessed properly and effective impact assessment of Changes across Service Providers
• Ensure Change Process compliance, audit process, provide necessary feedback to Service Providers for improvement
• Ensure Changes are implemented within scheduled time and evaluated post implementation
• Chair the CAB; (as may be agreed with the customer) ; Convene the emergency CAB as required
• Approve low-risk/ non-commercial Requests for Change (as may be agreed with the customer)
• Develop & maintain e Change & Release Calendar across Suppliers
• Evaluate impact, risk assessments , potential conflicts with other Requests for Change, submission of implementation, test, backout plans from Service Providers before approving Changes and in preparation for the Change Advisory Board
• Coordinate implementation of Changes that have require multiple Service Providers
• Develop the standard change catalogue to be implemented in the ITSM platform and associated approvals, workflows as agreed by the Customer
• Provide guidance to internal and external Service Providers in fulfilling their Change Management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same
• Ensure Change Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
• Regular monitoring to avoid schedule implementation time, reduced backlog/ageing, change effectiveness
• Consolidate reports related to Change Management from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Change Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance

Qualifications/Skills

• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.
• Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills