Manager - IT Change Management

Job Purpose:

The Manager – IT Change Management supervises the end-to-end execution of the Bank's IT change management processes to ensure structured, risk-aware, and business-aligned implementation of technology changes. He/ She leads change control planning and approval cycles, facilitates stakeholder engagement, and ensures adherence to internal policies and ITIL-based frameworks. The Manager – IT Change Management tracks, assesses, and implements all changes with minimal disruption to business operations, while continuously enhancing the process for efficiency, compliance, and operational resilience.

Key Accountabilities:

• Leads the planning, coordination, and execution of all IT change requests, ensuring structured, targeted, and risk-assessed implementation aligned with ITIL frameworks.
• Manages change prioritization and categorization in coordination with the PMO function to support project delivery and operational goals.
• Conducts risk assessments, evaluates readiness, and ensures validation and testing are completed prior to change deployment.
• Coordinates cross-functionally with Business, Operations, Technology & PMO, Strategy, Digital, and Innovation teams to communicate change timelines, expected impacts, and readiness.
• Takes part in the change control meetings, provide updates on Emergency,critical & Major changes, and reports key metrics and risks to Senior Management.
• Tracks and reports on change activities using the IT Change Management system, maintaining an accurate and consolidated change calendar.
• Identifies and resolves scheduling conflicts to avoid service disruptions or conflicting dependencies.
• Ensures compliance with departmental governance frameworks, IT security standards, and external regulatory requirements.
• Supports incident, problem, and configuration management processes through alignment with IT change procedures, especially during disruptions and recovery periods.
• Continuous reviews and updates processes, procedures, and standard work instructions, ensuring all revisions are maintained and shared across to impacted stakeholders.
• Develop dashboards and performance reports to evaluate process quality, change success rates, KPIs, and stakeholder adherence.
• Identifies improvement opportunities, performance gaps, and user resistance to propose and implement corrective measures.
• Supports the implementation of new business initiatives and technology projects requiring coordinated change execution.
• Maintains documentation and communication tools such as templates, mailing lists, and change notices for stakeholder updates.
• Guides the development and enhancement of change-related modules within ITSM tools (e.g., Service Desk), maximizing system effectiveness and reporting accuracy.
• Collaborates with other process owners to ensure alignment, mutual support, and integration of Change Management with broader IT governance efforts.

Qualifications and Experience:

• Bachelor's degree in information technology, Computer Science, or a related field is required.
• Professional certifications such as ITIL Foundation (v3 or v4) are preferred; advanced ITIL or Change Management certifications are desired.
• A minimum of 4 years of experience in IT Change Management or a related governance function within the banking industry is preferred.
• Proven experience in managing cross-functional change processes, ITSM platforms (e.g., ServiceNow), and coordinating with technical and business stakeholders.

** Applications will be accepted until 29-June-2025 at 2:00 P.M

Submissions received after this date and time will not be considered **