Change Manager

The IT Change Management Manager is responsible for ensuring that all changes to the IT environment are managed in a controlled and coordinated manner, minimising risks to service availability and quality. This includes planning, assessing, authorising, scheduling, and reviewing changes while collaborating with relevant stakeholders to maintain service stability and ensure compliance with organisational policies.

Key Accountabilities and Objectives Accountabilities include (but are not limited to): Change Management Process Oversight: Manage the end-to-end IT change management process, ensuring that changes are properly logged, assessed, authorised, implemented, and reviewed in accordance with established governance.

Risk and Impact Assessment: Evaluate the potential impact and risk of proposed changes to services, infrastructure, and business operations.

Change Approval Board (CAB) Facilitation: Organise and lead CAB meetings to review, discuss, and authorise changes in collaboration with stakeholders from across Digital Information and business functions.

Post-implementation Review: Conduct change reviews to assess effectiveness, identify lessons learned, and prevent recurrence of issues caused by changes.

Change Scheduling and Communication: Coordinate change implementation schedules and ensure appropriate communication to affected stakeholders.

Change Performance Monitoring: Develop and track KPIs related to change success rate, failed changes, emergency changes, and change-related incidents.

Stakeholder Engagement: Collaborate with service owners, IT operations, and external partners to ensure smooth execution of changes and alignment with service priorities.

Continuous Improvement: Identify improvement opportunities in the change management process and implement best practices to optimise change efficiency and reduce service disruptions.

Objectives: Ensure changes to IT services and infrastructure are managed in a controlled, risk-aware, and timely manner.

Minimise the impact of changes on service stability and availability.

Maintain transparency and accountability for all changes through governance, documentation, and performance tracking.

Enable effective planning and scheduling of changes aligned with business and operational needs.

Support compliance with internal IT governance standards and external regulatory requirements.

Relevant IT Service Management certifications (eg ITIL v3/4) PMP (Project Management Professional) and related certifications are preferred.

Skills and Experience

Essential Ability to efficiently manage and prioritize multiple tasks and schedules Experience of IT service delivery and performance management experience Ability to quickly respond to various challenges and identify appropriate solutions Experience setting and managing SLAs/KPIs Proficiency in data analytics Experience in service operations using the ITIL Strong understanding of service monitoring tools and technologies Strong understanding of ITSM platforms (eg, ServiceNow) Good understanding of IT architecture and key technology components, eg, Servers, networks Experience using major Microsoft Office applications (eg, Word, Excel, PowerPoint) Strong verbal and written communication skills High ethical standards when handling confidential information