Job Description

Business unit, Department, Reporting Business Unit Client Operations Department Service Management Job grade S6

Core Description

To create and implement IT change management strategies and plans to support service level agreements with customers. To develop, establish, and maintain the IT Change Management process according to the ITIL framework ensuring adherence to standardised methods and procedures for prompt handling of all Requests for Changes (RFC's), thereby minimising the impact of any related incidents upon services rendered to contracted client organisations. Key Deliverables / Primary Functions Manage the IT change management process inclusive of: maintaining the maturity level of the defined change management process in accordance with contractual requirements; leading the change initiation, planning and building process activities; defining CAB and E/CAB structures required for the approval process of RFC's; and preparation and distribution of change management operational documents (e.g. "Forward Schedule of Changes) (FSC) and "Projected Service Availability" (PSA). Act as interface for all participants in the change management process, providing expert guidance and advice on formal standards defined for IT change management. Oversee the change post implementation review process, measuring success rates of implemented changes and success rate of process outputs. Perform analysis on change management data to identify improvement opportunities in relation to process outputs. Manage the identification and effective mitigation of operational risk within the environment, in accordance with the defined risk management processes.

Collaborate between and within BCX Divisions to create an awareness of the change management process and to communicate details of change activities taking place; and establish and enhance relationships and network with partners, customers and vendors to create change management support structures for contracted outsourced clients Core Functional Skills & Capabilities Customer Orientation Technical Report writing Data Analysis Microsoft Office Business Partnership Management Core Behavioural Competencies Job Match Delivering Results & Meeting customer expectations Creating & Innovating Adapting & Responding to change Persuading and Influencing Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience 3 years' experience in IT Change Management



Or 5 years' experience in IT Change Management Certifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Ability to work extended /long hours as and when required Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Hybrid Remote Worker Billable