Change Manager

I. BASIC PURPOSE / JOB BRIEF:

This role is responsible for overseeing the entire lifecycle of IT changes, ensuring that all changes to IT services and infrastructure are implemented efficiently and with minimal disruption to business operations. Using ITIL best practices, this role will work closely with cross-functional teams to plan, assess, approve, and execute changes, managing risks and ensuring that changes align with business needs. The ideal candidate will have strong understanding of ITIL processes, excellent communication skills and proactive approach to managing changes in a dynamic IT environment.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Change Management

• Oversee and management the Change Management lifecycle, from initiation through planning, execution and post-implementation review
• Ensure that all changes are logged, assessed, approved, scheduled and implemented following the ITSM policies and procedures
• Maintain change management policies and procedures and workflows
• Collaborate with technical teams to identify risks and mitigation strategies, ensuring that changes do not disrupt critical systems or processes
• Change Advisory Board
• Coordinate and facilitate the Change Advisory Board meetings, ensuring all necessary stakeholders are involved in the change approval process
• Ensure that all changes including standard, emergency and normal changes are revised and approved by the appropriate CAB members
• Maintain records of CAB meetings, decisions and actions taken to improve transparency and accountability

Change Documentation and Reporting

• Maintain comprehensive records of all changes, ensuring they are properly documented, tracked and reviewed post-implementation
• Produce detailed change reports, including analysis of change success and failure, change related incidents, and opportunities for process improvement

Audit

• Ensure all changes are fully documented and aligned with audit standards and compliance regulations
• Ensure all change related documentation required by different audit exercise are submitted

III. JOB SPECIFICATIONS:

Educational Requirement:

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Postgraduate studies or certifications in Change Management (e.g., Prosci, ACMP) are advantageous.

Experience Requirement:

• Minimum 5 years of experience in change management, business readiness, or IT project coordination.
• Experience supporting IT projects in hospitality, gaming, or integrated resorts highly desirable.
• Demonstrated success in stakeholder engagement, communication, and training.
• Strong background in IT project delivery lifecycles, including ERP, POS, CRM, or hotel systems.

Skills and Attributes:

• Ability to build relationships and influence across all levels of the organization.
• Strong facilitation and negotiation skills
• Experience with vendor contracts, procurement workflows, budgeting, and financial administration.
• Ability to manage project-related logistics (events, room booking, scheduling, executive briefings).
• Understanding of IT project methodologies (Agile, Waterfall, Hybrid).
• Familiarity with ERP, POS, PMS, and ITSM systems.
• Knowledge of UAT/test coordination and deployment readiness.
• Exposure to ITIL and IT service management practices.
• Strong capacity planning and resource management skills.
• Ability to analyze risks and impacts, and develop mitigation strategies.
• Proficiency in project tools (MS Project, Jira, Confluence, Smartsheet, Power BI).
• Exceptional written and verbal communication skills.
• Ability to prepare executive-ready reports and dashboards.
• Comfortable delivering training and conducting workshops.

Other Qualifications:

• Certification in Change Management (Prosci, ACMP) or Project Management (PMP, PRINCE2) is an advantage.
• Experience in complex, regulated environments with multiple stakeholders.
• Ability to work under pressure in a fast-paced, 24/7 hospitality and gaming environment.