Job Description

ROLE PURPOSE

The Change Manager acts as a facilitator, responsible for the overall change management process. Enters the business needs, goals and objectives of the change and ensures they are accurate. Ensures the risk factors have been assessed and verifies the validity of the initial priority setting.

ROLE REQUIREMENT

Liaise with the change requestor for business and technical queries and issues, if any Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes Create an RFC (Request for change) and update its status whenever required. Check and decide an implementation date, ensuring that it doesn't conflict with other activities Assess and manage the risk involved Test and implement the change Coordinate and communicate with the other impacted team prior to submitting the change Once the change is approved create a remedial case for the scheduled change. Execute the change as on the scheduled date and time. Update the remedy case. After successful completion provide closure status Document the change procedure after its implementation Ensuring that the Change Management process is fit for purpose Defining the Business Case for the Change Management process Ensuring that there is optimal fit between people, process, technology/tool and governance Ensuring that proper Key Performance Indicators are set Ensuring that quality reports are produced, distributed and utilized Integrating the process into the line organization Assisting with and ultimately responsible for the process design Defining appropriate policies and standards to be employed throughout the process Documenting and publicizing the process Defining Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process and design reporting specification Reviewing KPIs and taking the action required following the analysis Periodically auditing the process to ensure compliance to policy and standards Addressing any issues with the running of the process Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process Initiating improvements in the tool, process, governance mechanisms and people Reviewing integration issues between the various processes Communicating process information or changes as appropriate to ensure awareness Promoting the Service Management vision to top-level/ senior management Functioning as a point of escalation when required

PROFESSIONAL COMPETENCIES

Ability to remain focused and persistent in the face of challenges. Techniques for managing stress and maintaining well-being during high-pressure periods. Willingness and ability to adapt strategies and approaches as needed. Understanding of organizational culture and how it affects change. Skills in developing and coaching employees to adapt to change. Ensuring that change initiatives align with the organization's strategic goals and objectives. Understanding of relevant technologies and tools that support change management. Knowledge of how digital tools and platforms can facilitate organizational change. Ability to use software and tools to track progress and report on change initiatives. Ability to identify and analyse the needs and expectations of different stakeholders. Skills in engaging stakeholders and fostering a collaborative environment. Ensuring that change initiatives meet the needs and expectations of customers or end-users.

QUALIFICATIONS & EXPERIENCE

Matric A+ Other technical qualifications Experience with and knowledge of change management principles, methodologies and tools. Problem-solving and root-cause identification skills Microsoft Office (MS Word, MS Excel, MS PowerPoint) ITIL Foundation (Trained and Experience) 2 years previous Change Management experience 2 years previous IT experience * 1 year Remedy/SNOW or relevant experience