Change Management Manager

Position Overview:

• Managing the Change and Release process includes defining policies and controls, process improvements, and supporting documentation of the process.
• Ensure that the Change and Release management is confirmed by various departments – through influence and drive use of standard methods and practices.
• Manage requests for change records, planning, authorization scheduling, and release assessment for all production deployments.
• Facilitate CAB assessment including release readiness reviews for deployment readiness into the production environment.
• Coordinate and communicate change and release management issues and resolutions including service impact or risk impact to Business Owners or Service Owners, where required.
• Close interaction with various key stakeholders in governing process adherence, compliance as well as continual service improvements.

Key Responsibilities

• Ensure that the Change and Release management process is defined, documented, maintained, communicated, and constantly reviewed for continual improvements.
• Educate and communicate the Change & Release management process roles and responsibilities, standards and methods.
• Ensure that the requests for change (RFC) activities are recorded, authorized, prioritized, tested, and released assessed with appropriate deployment plan, verification and rollback plan.
• Ensure that each RFC is assessed to know if any risk impacts on business services, and to have it appropriately communicated to the business owners prior to production implementation.
• Conduct and facilitate Change Advisory Board assessment and release readiness reviews accordingly.
• Ensure that the completed changes are closed with appropriate completion status as per the communique plan.
• Conduct and facilitate Post Implementation Reviews for non-successful changes on root cause, lesson learned, and actions plans to address gap and existing issue, where necessary.
• Quick response and ensure resolution to process inquiries, issues and concerns that result from any change or release activity.
• Close interaction with key stakeholders involved with the planning, and on-going continuous process improvement efforts pertaining to change and release management.
• Maintain process documentation, meeting minutes and change communications including RFC records and ensures all artefacts are secured in repository.
• Ensure change management reports are generated and reported in a timely manner.
• Respond to all audit request evidence for the existing change records include process controls and compliances.
• Require leading and managing the automation of change tool requirements ie choosing the right tool, defining clear process, implementing workflows and ensuring successful implementation.

Qualifications and skills

• A bachelor's degree in computer science or a related computer discipline with a minimum of 5 years of related industry experience.
• Minimum 3-5 years of working experience in change management roles and systems implementation or service management.
• Minimally ITIL V3/V4 foundation certification and ITIL Practitioner for Change and Release Management.
• Experience in project management will be an added advantage.
• Experience in request for change activities, participate in change integration assessment as well as documentation of change process/procedure.
• Good communication skills and ability to communicate clearly; good written and verbal communication skill in English.
• Highly organized with ability to decipher adhoc or urgent requests speedily.
• Good analytical and problem-solving skill would be valuable.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work as a team and lead the team.
• Strong compliance mind-set.