Position Title

Change Senior Executive, Enterprise Service Management

Reports To

Assistant Manager, Enterprise Service Management

Position Summary

We are seeking a highly skilled and detail-oriented IT Change Management Senior Executive to manage changes within our Enterprise Service Management domain. The role involves meticulous planning, efficient coordination, and flawless execution to minimize disruptions and optimize business operations. The ideal candidate will demonstrate strong analytical capabilities, exceptional communication skills, and a comprehensive understanding of ITIL principles.

Key Accountability

Play a crucial role in Coordinating the Change Management process, ensuring its smooth execution and maintaining its integrity on a day-to-day basis. Your responsibilities include:

• Coordination: Serve as the primary coordinator within the Change Management process, acting as the central point for all change-related activities.


• Reporting, Analysis and Metrics: Analyse change data at weekly basis for optimization opportunities. Provide actionable insights to improve Change Management efficiency. Automate reporting where feasible.


• Monitoring and Action: Identify deviations and initiate corrective actions to ensure adherence to established processes.


• CAB Meeting: Prepare and facilitate Change Advisory Board (CAB) meetings, including participant coordination, agenda, and chairing the meetings.


• Documentation: Create and maintain up-to-date process and training documentation.


• Maintaining Records: Ensure accurate maintenance of records and documentation for all changes, including change requests, approvals, implementation plans, and post-implementation reviews. This includes maintaining a centralized repository for easy access and reference.


• Stakeholder Communication: Assist in communicating with stakeholders regarding required actions, track action completion, and provide status updates as needed.


• Post-implementation Reviews: Assist in post-implementation reviews to evaluate change success, identify lessons learned, and recommend improvements for future initiatives.


• Continuous Learning and Improvement: Stay informed about emerging technologies, industry trends, and best practices in IT Service Management. Identify gaps in current practices and suggest improvements to bridge those gaps, keeping the process aligned with industry standards and evolving needs.

Qualifications

• Bachelor’s Degree/Advance Diploma in Information Technology, Computer Science, or a related field.


• Min 4 years of relevant experience in change management or IT Service Management.

Area of Experience

• Demonstrated expertise in IT change management or a relevant field, showcasing a deep comprehension of change management principles and methodologies.


• Possess outstanding analytical, problem-solving, and decision-making capabilities.


• Demonstrate exceptional communication and interpersonal skills, fostering effective collaboration with stakeholders across organizational hierarchies.


• Proven ability to thrive both independently and collaboratively within a dynamic, fast-paced work environment.


• Proficient in utilizing ITSM tools, familiarity in ServiceNow platforms would be advantageous.


• Basic proficiency in project management would be advantageous.

Personality Traits

• Positive attitude


• A growth mindset.


• Resilient


• Assertive


• Team player


• Enthusiastic and Self-motivated with a strong “can do” attitude


• A growth mindset.