Change & Service Transition Management Lead

Shift: Day Job

Schedule: Full-time

MAIN PURPOSE

OF THE JOB:

· Manage, assess and improve the assigned ITIL processes and the related Service Management tools. The role will manage the following processes: Change & Service Transition Management.

· Manage end-to-end the assigned processes - including the related mandatory & appropriate reporting.

· Evaluate and continually improve the assigned processes - including related procedures/work instructions/guidelines, training materials, supporting tools.

KEY ACCOUNTABILITIES:

Change Management:

· Review and assess all proposed changes to IT infrastructure, systems, applications, and services. Facilitate Change Advisory Board meetings & ensure that the requirements are complete and accurate.

· Evaluate the potential impact of changes on existing systems, services, and processes.

· Coordinate with various stakeholders to ensure changes are properly documented, approved, and scheduled.

· Monitor the execution of approved changes and ensure compliance with change management policies.

· Communicate risks to relevant stakeholders and facilitate decision-making processes.

· Lead and facilitate Continuous Service Improvement initiatives to enhance the quality, efficiency, and effectiveness of IT services.

· Analyze & report performance metrics, trends, and feedback to identify areas for improvement.

· Collaborate with cross-functional teams to develop and implement improvement plans.

· Develop and deliver training programs and materials to increase awareness of change management best practices.Provide guidance and support to staff involved in change processes.

· Promote a culture of change readiness and accountability throughout the organization.

· Develop and maintain Incident Management & Problem Management policies, procedures, and documentation in accordance with ITIL best practices and organizational standards.

Service Transition:

· Leads process design and execution of day-to-day activities to ensure compliance for transitioning services to standard IT Operations support

· Responsible for ensuring all documentations necessary for support, operation and acceptance of services deployed and signed off into production. This includes support documentation, acceptance checklists and operational readiness through Hypercare.

· Ensures that all the activities designed to implement the change are as per the standards.

· Track completion of post-go-live issues as necessary.

· Identify improvement areas for future Service Transition activities.

Additional Responsibilities:

· The role holder may be required to perform other IT Service Management (ITSM) tasks from time to time, as deemed necessary by the organization to support the T&T’s goals and objectives.

KEY

STAKEHOLDERS:

· Internal: AXA PH Business Groups, T&T Departments

· External: AXA GO, T&T vendors

· Minimum 3 years of relevant experience in IT Service Management, with specialization in IT Change and/or Release Management or Service Transition highly preferred. Candidate must have a strong understanding of ITIL principles and practices.

· ITIL Foundations certification preferred (ITILv3 or ITIL4).

· Proven experience in IT change management roles, with a strong understanding of ITIL principles and practices.

· Good working knowledge of Excel and PowerBI

· Experience in working with ServiceNow highly preferred

· Demonstrated ability to lead change initiatives and drive continuous improvement.

· Excellent communication, negotiation, and conflict resolution skills.

· Strong analytical and problem-solving abilities.

· Contributes to high performing teams through the development of self and others, emphasizing continuous learning and growth.