Change and Process Lead

2 days ago

Makati City, National Capital Region, Philippines Indra Philippines, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Responsibilities:

  • The primary objective of this role is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. To this purpose the holder of this role maintains information about known errors and workarounds.
  • Develop and oversee the implementation of change management plans, ensuring changes are effectively integrated into the organization with minimal disruption.
  • Assess the effectiveness of change initiatives by monitoring outcomes, gathering feedback, and making necessary adjustments to ensure successful adoption and sustained improvement.
  • Ensure L1/L2 teams are aware of upcoming changes that will impact them and coordinate with the Trainer to equip these teams with the necessary knowledge and skills to support the changes.
  • Maintain communication with stakeholders regarding change schedules, risks, and impacts.
  • Monitor compliance with change management policies and procedures.
  • Responsible for the effective implementation of the Incident Managers Management process and carries out the corresponding reporting.
  • Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
  • Responsible for managing the lifecycle of all problems.

Qualifications:

  • Bachelor's degree in Business Administration, IT Management, or a related field.
  • Proven experience in IT Service Management, Project Management, or closely related areas.
  • At least 4 years' experience using ServiceNow.
  • Strong knowledge of Change Management methodologies and tools.
  • Excellent communication, interpersonal and leadership skills.
  • Experience with large-scale organizational efforts.
  • Certifications: (e.g., Certified Professional Change Management CPCM, ITIL Certification, Project Management Professional, Risk Management Certifications)

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