I. BASIC PURPOSE / JOB BRIEF:

This role is responsible for overseeing the entire lifecycle of IT changes, ensuring that all changes to IT services and infrastructure are implemented efficiently and with minimal disruption to business operations. Using ITIL best practices, this role will work closely with cross-functional teams to plan, assess, approve, and execute changes, managing risks and ensuring that changes align with business needs. The ideal candidate will have strong understanding of ITIL processes, excellent communication skills and proactive approach to managing changes in a dynamic IT environment.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Change Management

• Oversee and management the Change Management lifecycle, from initiation through planning, execution and post-implementation review
• Ensure that all changes are logged, assessed, approved, scheduled and implemented following the ITSM policies and procedures
• Maintain change management policies and procedures and workflows
• Collaborate with technical teams to identify risks and mitigation strategies, ensuring that changes do not disrupt critical systems or processes
• Change Advisory Board
• Coordinate and facilitate the Change Advisory Board meetings, ensuring all necessary stakeholders are involved in the change approval process
• Ensure that all changes including standard, emergency and normal changes are revised and approved by the appropriate CAB members
• Maintain records of CAB meetings, decisions and actions taken to improve transparency and accountability

Change Documentation and Reporting

• Maintain comprehensive records of all changes, ensuring they are properly documented, tracked and reviewed post-implementation
• Produce detailed change reports, including analysis of change success and failure, change related incidents, and opportunities for process improvement

Audit

• Ensure all changes are fully documented and aligned with audit standards and compliance regulations
• Ensure all change related documentation required by different audit exercise are submitted

III. JOB SPECIFICATIONS

Educational Requirement:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience Requirement:

• Minimum 3 years experience in Change management within IT service management environment
• Strong knowledge and practical experience with ITIL frameworks and best practices
• Familiarity with ITSM tools (ex: ServiceNow)

Skills and Attributes:

• Strong understanding of ITIL best practices, particularly in Change Management
• Excellent communication, interpersonal and leadership skills
• Strong problem-solving skills with the ability to assess risk and impact of changes effectively
• Ability to collaborate across diverse teams, fostering cooperation and efficient decision making