Job Title
IT Service Management Change Manager
Role Summary
The IT Service Management Change Manager is responsible for ensuring the smooth delivery of changes across client's Managed Network Services account.
* Deliver end-to-end change management functions aligned to ITIL best practices.
* Manage changes in a standardised manner, ensuring seamless implementation and minimal disruption.
* Lead the implementation of Change Management process across the account, driving continuous improvement.
Key responsibilities include:
* Convening, chairing and documenting Client specific internal CABs, including Emergency CABs (ECAB).
* Attending and participating in Client convened CABs.
* Requesting for Change (RFC) impact assessment and categorisation.
* Ensuring RFCs meet required lead times, with adequate testing and back out plans.
* Collaborating with Change Initiators to rectify non-compliant RFCs.
* Managing the Forward Schedule of Changes (FSC), ensuring timely updates.
* Maintaining reviewed RFC records with appropriate CAB authorization.
* Creating and delivering Change Management reporting, meeting ICS and Client requirements.
* Taking corrective action or escalating process issues to relevant stakeholders.
* May be required to work onsite at Client premises.
* Managing Issue tracking on lead accounts, maintaining a register of agreed actions.
* Providing Clients with forward notice of changes impacting services.