IT Change Manager

1 week ago

Manila, National Capital Region, Philippines AIA Philippines Full time

The primary objective of the Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Change Management processes across AIA. By effectively managing each of the IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to, the following:

Change Management:
  • Lead and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented with minimal disruption to services.
  • Establish, maintain, and enforce change control procedures, including but not limited to impact assessment and risk analysis.
  • Manage Change Management workflow adherence to ensure a consistent approach to the logging, assessment, and review of IT changes.
  • Ensure onboarding or transition of new services are aligned to established process and procedures.
  • Coordinate with stakeholders to schedule and prioritize changes according to business needs.
  • Chair the Change Advisory Board (CAB) and produce Agendas, Minutes and reports accordingly.
  • Ensure Change processes and procedures are aligned to company strategy and priorities, reviewing, and revising as required to meet evolving business needs.
  • Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change and negotiate successful outcomes within complex changes.
  • Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization's IT services.
  • Lead and ensure Change Management documentation, standards and processes are created, maintained, and adhered to by relevant parties and provide advice/guidance as required.
  • Ability to work on shifts to support Local BU operational hours.
Team Collaboration:
  • Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
  • Mentor and guide team members to enhance skills and capabilities.
  • Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
  • Provide training and education to all relevant team members particularly on Change Management processes.
Process Improvement:
  • Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
  • Implement and/or leverage tools and technologies to automate and streamline service management activities.
  • Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement.

Compliance and Reporting:

  • Accountability for AIA's Change management through reporting and audit.
  • Maintaining AIA's group IPC data to the highest level of accuracy.
  • Accountable for audit and regulatory compliance across IPC processes.
  • Other responsibilities and duties will be periodically assigned to meet operational and/or other requirements.
Communication:
  • Communicate with senior stakeholders including but not limited to Group Chief Executive and President, Group Executive Committee, LBU CEOs and CTOs, and stakeholders from Risk, Audit, IT, Corporate Security and Human Resources.
  • Good relationship management experience, with a proven ability to develop deep relationships at all levels internally and externally.
  • Good negotiation and influencing skills, with the ability to collaborate to find solutions that meet business needs.
  • Excellent command of spoken and written English to allow communication with all levels of management and ability to deliver written reports and verbal updates to executive level management.

Experience:

  • 6+ years relevant experience in managing large enterprise technology.
  • Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
  • Proven experience plus qualification in ITIL.
  • Sound understanding of IT operating model design and best practices.
  • Certification, ITIL, COBIT, Sigma and Prince or other.

Special Skills:

  • Ability to demonstrate independent leadership, judgment, and decision making.
  • Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
  • Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
  • Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
  • Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

This position will work under the direction of the Senior Manager, Change Management Lead and is an individual contributor role with no direct reports.

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