IT Change and Process Manager

We are seeking a highly skilled and experienced IT Change and Process Manager.

This role is critical in ensuring our IT operations are efficient, effective, aligned with business needs, and compliant with relevant frameworks and standards.

This is a high impact role, with two major components:

• lead the change management process/ CAB management

• lead the definition, design, and maintenance of our organization's IT processes

Change Management

• Lead Change Management Process: Oversee changes to production, ensuring adherence to the defined change management policy and procedures.

• Change Request Management: Receive, log, categorize, and assess Requests for Change (RFCs) for completeness, impact, risk, and benefit.

• Change Advisory Board (CAB) Management: Organize and facilitate CAB meetings, ensuring effective review, discussion, and authorization of changes.

• Risk Assessment and Mitigation: Identify, analyze, and mitigate potential risks associated with proposed changes.

• Communication and Stakeholder Management: Proactively communicate change schedules, progress, and impact to all relevant stakeholders, ensuring buy-in and managing expectations.

• Change Implementation Oversight: Coordinate and monitor the implementation of approved changes, ensuring adherence to plans and addressing any issues that arise.

• Post-Implementation Review: Lead and facilitate reviews to evaluate the success of changes, identify lessons learned, and recommend improvements.

• Release Calendar: Develop, maintain, and communicate the Release Calendar to provide visibility of planned changes.

• Emergency Change Management: Manage the process for handling urgent and critical changes with minimal disruption.

• Change Management Tooling: Utilize and optimize change management tools to support the process.

• Reporting and Metrics: Develop and report on key change management metrics to track process performance and effectiveness.

IT Process Architect/ Manager

· Coordinates all changes to processes and makes sure the processes cooperate in a seamless way

· Develop and Maintain IT Processes Architecture: Define the principles, standards, methodologies, and tools for IT process modeling and management, ensuring alignment with business goals, regulatory requirements, and industry best practices such as COBIT, ITIL and ISO 27001

· Map and Analyze Current State IT Processes: Conduct thorough analysis of existing IT processes (e.g., Incident Management, Change Management, Service Request Fulfillment, Patch Management, Delivery Management etc.) using process mapping, value stream mapping, and other relevant techniques to identify pain points, inefficiencies, and areas for optimization.

· Design Future State IT Processes: Collaborate with the IT management, process owners, subject matter experts, and other stakeholders in IT to design optimized and streamlined future-state IT processes that improve service delivery, enhance efficiency, and reduce risks.

· Create and Maintain IT Process Documentation: Develop and maintain comprehensive process documentation, including process maps, workflows, procedures, work instructions, and RACI matrices, ensuring clarity, accuracy, and accessibility.

· Ensure IT Process Alignment with Business and IT Strategy: Work closely with IT leadership and business stakeholders to understand strategic objectives and translate them into effective and aligned IT process designs.

· Process Implementation and Adoption: Drive the adoption and consistent application of defined processes across IT teams.

· Identify IT Process Integration Points: Analyze interdependencies between different IT processes and ensure seamless integration to support end-to-end service delivery.

· Drive Continuous IT Process Improvement: Lead and facilitate continuous improvement initiatives for assigned IT processes, utilizing data analysis, feedback, and methodologies like ITIL Continual Service Improvement (CSI), Lean, or Six Sigma.

· Provide IT Process Expertise and Guidance: Act as a subject matter expert on IT process management methodologies and provide guidance and support to IT service owners, process owners, and other stakeholders.

· Facilitate IT Process Workshops and Training: Conduct workshops and training sessions to educate IT staff on defined processes, roles, and responsibilities.

· Evaluate and Recommend IT Process Management Tools: Assess and recommend tools and technologies to support IT process modeling, analysis, automation, and management.

· Define IT Process Metrics and KPIs: Establish key performance indicators (KPIs) and metrics to measure the efficiency, effectiveness, and compliance of IT processes.

Experience/ Qualifications

· Graduated University, preferably in an IT related field

· Language - proficiency in EN mandatory, and FR would be a strong asset

· More than 5 years relevant experience

Mandatory:

· Managing releases/ change management on production and

· Working on drafting new processes: process management/ process architecture/ IT governance initiatives

Nice to have:

· Has held other roles in IT, such as Operations/ Development/ Analysis/ Projects/ Audit etc.

· Working experience in corporate environments, navigating through complexity

· Has lead or contributed to IT transformation programs, with focus on processes/ organization

· Deep knowledge, accompanied by practical experience in applying concepts from ITIL, SDLC, ISO (e.g. ISO27001), Agile frameworks.

· Has used tools such as Jira, Service Now, GLPI etc.

· Experienced in using process modeling tools (e.g. Visio)

· Project management abilities; able to lead/ influence the other stakeholders

· Good communication skills; has worked in multicultural environments; able to cultivate good relations with stakeholders

· Presentation skills – able to summarize and deliver key information; adapt to audience

· Facilitator – be able to drive complex discussions/ workshops to align processes with best practices, in different contexts

· Analytical

· Able to be a team player or take the lead, according to situation

· Flexible, with a constructive mindset

· Proactive - expected to act as a driver in our continuous effort to design solid and efficient processes

· Adaptable - to organization principles/ strategies, way of working and culture