Change Manager (ITIL)

Permanent
Cape Town
Posted 4 days ago

ITIL Change Manager is required by an IT Managed Services company in Cape Town. The Change Manager will provide guidance and support and ensure a standardised approach to Change Requests.

 

  • Ability to understand the impact of Change on a Customer environment.
  • Managing the Risk associated and having the Authority to challenge Customer and requestors.
  • Change Manager owns the “Failed Change” review process
  • Adopt short term temporary changes where applicable to restore customer trust and assurance in the process.
  • Contribute to the design and implementation of PRS
  • Know your contractual service and obligations to understand the impact of customer driven change.
  • Owning service report and reporting outcomes.
  • Engagement with Configuration Management
  • Responsible for Change Analyst Output for the various owned accounts
  • Responsible for the creation and maintenance of change templates for owned accounts
  • CSIP in place for owned customers
  • Escalate issues in line with company processes to ensure customer demands are met.
  • Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
  • Evaluate escalations and resolve appropriately to ensure customer demands are met.
  • Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organization
  • Training of new Change employees

 

Performance Indicators

  • Ensure Department/Contract meets SLA performance targets
  • Maintain and improve customer satisfaction levels
  • Understand and adhere to policies and procedures
  • Demonstrates relevant Face behaviours
  • Costs minimized
  • Attain and maintain accreditations

 

Operational Management    

  • Ensure all Requests for Changes are registered on the Customers Tool Management System for tracking and auditing of SLA / OLA.
  • Vet all RFC’s.
  • Ensure all logged Request for Changes, are promptly and correctly approved
  • Ensure all logged RFCs are updated on the Tool Management System with progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
  • Ensure all Emergency Changes are efficiently processed in line with the Change Management procedure and communicated to relevant parties.
  • Ensure all approved changes are communicated to all effecting service owners and the SOC Bridge.
  • Liaise with all necessary parties to co-ordinate the change building, testing and implementation in line with schedules.
  • Ensure all RFCs are closed within a timely manner.
  • Chair CAB meetings in absence of Change Manager or as requested.

 

Reporting

  • Produce all client monthly reporting to the agreed contractual timescales
  • Own the Remote Services Forward Schedule of Changes (FSC) and ensure that the most up to date version is available for all to view and updates communicated.
  • Provide ad-hoc and routine change management reports to the agreed timescales.

 

Deadline for applications is 05/05/2019

For more information, call Nova Buchan on 073 393 9731 or send your CV to  Nova@capitaledgerecruitment.co.za

 

Job Features

Job CategoryInformation Technology

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