Service Manager - Change Management - Selangor, Malaysia

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Responsibilities: 
Manage (outsourced) delivery of service capabilities 
Escalate / resolve issues 
Administration of change process 
Ensuring operation and integration of CAB structures across ITS 
Reporting/Scheduling of Changes 
Change Freeze Administration 
Ensuring Change Management process is Compliance to Standard 
Assisting in Audit and Remediation process 
Conduct Change BAU Monthly compliance health check. 
Review and Update Operations Guide for Change Management 
Play an active role in improving the Change Management service in line with the functional strategy. 
Provide input, document requirements and support the design and delivery of training programs for change management. 
Consult and coach project teams 
Integrate change management activities into project plan 
Define and measure success metrics and monitor change progress 
Manage the change portfolio 

Requirements: 
Degree Holder, at least 3-5 years post graduate work experience in an IT Services environment and /or business facing IT role 
Experience in large complex global organisation using in-sourced and out-sourced IT services 
General awareness of best practice IT Service Management (ITIL) in selected processes. 
A solid understanding of how people go through a change and the change process 
Experience and knowledge of change management principles, methodologies and tools 
Exceptional communication skills, both written and verbal 
Excellent active listening skills 
Ability to clearly articulate messages to a variety of audiences 
Ability to establish and maintain strong relationships 
Ability to influence others and move toward a common vision or goal 
Flexible and adaptable; able to work in ambiguous situations 
Problem solving and root cause identification skills 
Must be a team player and able to work collaboratively with and through others 
Must-have technical and supplier management experience of the following areas: - 
IT Service Management best practice (ITIL) 
Management of global supplier providing IT services 

Nice to have: 
Project Management Certification – Prince 2, PMP, AGILE, SCRUM etc. 
Project Management experience in IT migration 
Knowledge and understanding of FMCG (Ideally Tobacco) 
Working in a regulated environment- SOX 

Core Relationships: 
Peer group and internal customers across IDT Services and IDT Delivery 
IDT Services Management teams. 
Service Architecture – understand and effectively apply standard ITSM processes 
3rd Party Vendors – non-commercial supplier relationships focused on operational / project activities. 

Please send your updated resume to swami@insistenttech.com

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