ITIL - Change Manager

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

As a Change Manager, you will play a key role in ensuring that organizational projects and initiatives meet objectives on time and on budget by increasing employee adoption and usage of the Change Management processes. This person focuses on the people and process side of change, which involves preparing, supporting, and equipping people to adopt and use the change process to help reduce and manage risk.

The change manager will work closely with Technical IT Delivery, Security, Service Operations and line of business teams to ensure new teams and businesses are onboarded to the change process, adhere to policies and work with Group IT to facilitate and provide visibility of IT Changes. The management and execution of Change Management will be through the ServiceNow platform.

Key Responsibilities

• Ownership of the IT Change Management Process ensuring continual improvement.
• Ensure adherence to the Change Management Process supporting BAU, Project and 3rd Party changes.
• Conduct impact analyses, assess change readiness and identify key stakeholders.
• Identify and manage anticipated resistance to adhere to the change process.
• Work with the IT Service Transition Manager to ensure new suppliers/services adopt the IT Change Management Process.
• Work with the Transformation team and project managers to ensure new businesses adhere to the Change Management Process as part of M&A activity.
• Agree maintenance & change windows, acting as an escalation point.
• Facilitation of the Change Advisory Board and supporting reports e.g. Agenda / CAB Outcomes.
• Define and measure success metrics and monitor change progress - development of reporting and dashboards for Management Reporting.
• Direct communication with customers to manage expectations.
• Actively support and facilitate the Major Incident Management process and communications.
• Actively support the Problem Management Process.
• When required facilitate Post Incident Reviews, ensuring actions and lessons learnt are captured & subsequently root cause is identified.
• Timely escalation of issues to Head of Technology.
• Other IT admin functions where needed

Skills, Knowledge & Expertise

• Proven ability to produce high quality deliverables in terms of content and presentation.
• Ability to work under pressure to tight deadlines.
• Ability to manage conflicting priorities, multitask and meet deadlines ITIL methodologies useful.
• Excellent communicator.
• Ability to manage conflicting priorities, multitask and meet deadlines.
• Strong Stakeholder management.
• Strong analytical and problem-solving ability.
• Proven ability to produce high quality deliverables in terms of content and presentation.
• Excellent communication skills, both written and verbal.

Essential requirement (non-negotiable) *

• Min 3 years' experience of IT Change Management and facilitation of CAB.
• Proven use and management of Change Management on ServiceNow platform
• Experience of Major Incident Management and Problem Management.
• Experience of Compliance (GDPR, PCI, ISO).