Service management SME

Job Description

The Role

A Change and Problem Management Coordinator is responsible for overseeing the processes related to change management and problem resolution within an organization. They ensure that changes are implemented smoothly and efficiently, and that problems are identified, analyzed, and resolved in a timely manner.

Roles and Responsibilities

Change Management:

- Planning and Coordination:Develop and implement change management plans, ensuring minimal disruption to business operations.
- Approval Process:Facilitate the approval process for changes, ensuring all necessary stakeholders are informed and involved.
- Communication:Communicate changes effectively to all relevant parties, including IT teams, management, and end-users.
- Documentation:Maintain detailed records of all changes, including the rationale, implementation steps, and outcomes.
- Risk Assessment:Identify and assess potential risks associated with changes, and develop mitigation strategies.

Problem Management:

- Problem Identification:Detect and log problems reported by users or identified through monitoring systems.
- Root Cause Analysis:Conduct thorough investigations to determine the root cause of problems.
- Resolution Coordination:Coordinate with various teams to develop and implement solutions to problems.
- Documentation:Document all problem management activities, including root cause analysis, resolution steps, and lessons learned.
- Continuous Improvement:Analyze problem trends and recommend improvements to prevent recurrence.

Collaboration and Communication:

- Stakeholder Engagement:Work closely with stakeholders to understand their needs and ensure their requirements are met.
- Team Coordination:Collaborate with IT teams, service desk staff, and other departments to ensure effective problem resolution and change implementation.
- Reporting:Generate and present reports on change and problem management activities, highlighting key metrics and outcomes.

Compliance and Standards:

- Adherence to Policies:Ensure all change and problem management activities comply with organizational policies and industry standards.
- Audit Support:Assist with internal and external audits related to change and problem management processes.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused someone who prioritizes customer success in their work. And finally, you're open and borderless naturally inclusive in how you work with others.

Required Technical and Professional Expertise:

7 to 8 Years experience as a Service Delivery Manager, specifically in managing infrastructure projects within or similar large-scale enterprise environments.

- Experience in Change and Problem management process.
- Understanding of IT systems, networks, and software applications.
- Ability to analyze complex problems and develop effective solutions.
- Strong verbal and written communication skills.
- Excellent planning and organizational abilities.
- Ability to work collaboratively with various teams and stakeholders.
- Meticulous attention to detail in documentation and process management.
- Experience participating in IT system operation projects, knowledge equivalent to ITIL Foundation
- Monitor customer infrastructure and act as first point of contact for any alerts registered on the monitoring tool.
- Managing Team of language & technical members; Act as the central communication point for interpretation and translation.
- Experience of successfully managing the delivery of multiple projects.
- Develop working relationships with support and delivery teams, management and liaise with support areas as required.
- Perform root cause analysis, resolution and / or critical issue for production systems.
- Hands-on experience in latest project management methods and tools such as SCRUM, Design Thinking, JIRA, Trello.

Preferred Technical and Professional Experience:

- Systematic and troubleshooting skills.
- Certifications in cybersecurity, cloud computing, or project management.
- Change Control, Change Management, Problem Management, Compliance, Cost Management.
- Risk Mitigation, Scope Management, Stakeholder Management, Strategic Roadmaps, Strategy Development has context menu.

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