Senior Executive, IT Change Management - TIM

Budget: Depends on background and experiences

PURPOSE

 Handling and managing Change Management,

as well as being the point of contact for Service

Request inquiry.

 Responsible for the quality and integrity of the

process and performs day-to-day overall

management of the Change Management

process.

KEY ACCOUNTAIBILITIES

 A key member of the Change Advisory Board

and run weekly change review meetings.

 Work with relevant parties to ensure Change is

well understood.

 Performing day to day process administration.

 Identifying and implement changes to the

process.

 Communicate and train participants of the

process.

 Notifying the participants in the process when

standards and procedures are not being

followed.

 Ensure completeness and integrity of

information collected to conduct daily

operations.

 Create, analyze and distribute process reports.

 Improve reporting and governance and to

KEY PERFORMANCE INDICATORS

 Drive stability with a high rate of

successful and approved Change

Request.

 Ensures compliance with standards,

procedures and processes.

 Establishment of measurements and

targets to improve process effectiveness

and efficiency.

 Support projects and efforts that have a

broad impact across the organization

related to Service Management

implementation.

EXTERNAL & INTERNAL CONTACTS

 Group Head of Technology Service.

 Head of Service Management.

 Service Delivery Manager.

 IT Service Management Analyst.

 IT and stakeholders of Business Units.

 IT teams of Group Shared Services.

 Risk management and Internal Audit of

Group and Business Units.

 External Auditors.

 Vendors and/or Service Providers.

QUALIFICATIONS / EXPERIENCE

 Minimum 5 years’ experience in IT Service

Management, preferably in Finance institution,

Insurance industry, IT Shared Services or

consulting firms.

 Minimum 2 years’ experience in managing

Change Management.

 Degree from Information Technology or

equivalent discipline.

 ITIL v3 Foundation certification is a must.

 Experience with SaaS ITSM Suite of tools

such as ServiceNow, Remedy and

Remedy force.

 Demonstrated effective communication in a

multinational corporation. Excellent skills in

both written and spoken English and

Cantonese.

 Excellent organizational skills and meticulous

attention to detail; process oriented.

 Project Management qualification is an added

advantage.

KNOWLEDGE & TECHNICAL SKILLS

 Experience with Service Request Management

and Change Management, especially in

running Change Advisory Board meeting.

 Good knowledge of overall IT infrastructure

POSITION DESCRIPTION

provide timely and accurate views of Change

Requests.

 Responsible for evaluating the performance of

the process.

 Audit the process for compliance with

documented procedures.

 Chairing review meetings related to the

process.

 Facilitate resolution of issues with items not

complying with the process.

 Ensure support tickets and tasks are being

handled in a timely manner.

 Other duties as assigned.

domains.

 Ability to create actionable analytics and

reporting from small, large and multiple

sources of data.

 Ability to work in virtual teams and in matrix

structures.

 Advanced knowledge of MS office

applications, especially MS Excel

(spreadsheet and database management).

 To have a systematic, disciplined and

analytical approach to problem solving with

good attention to detail.

 Able to manage and prioritize tasks and time

efficiently. Demonstrate initiative and a

proactive approach to daily tasks.

 Highly detail oriented and organized with the

ability to multi-task and work in fast paced

environment to meet deadlines.

Please complete the requirement checklist with profile.