IT Change Manager at Bidvest Bank

About the position

The Information Technology (IT) Change Management Manager must ensure that all change requests within the environment are managed in a controlled manner according to the IT Change Management policies.
The IT Change Management Manager must lead all IT Change Management efforts including stakeholder engagement, impact analysis and business readiness within the Bidvest Bank environment.
This includes standard change requests and emergency maintenance relating to Business processes, applications and/ or infrastructure.
Support, assist and understand the IT Incident Manager functions when required.

RESPONSIBILITIES:

Duties

• Reduce operating costs through process efficiency and innovation

CUSTOMER CENTRICITY

• Ensure that IT Change management communications are sent out to relevant internal and external parties when required
• Ensure that all stakeholders received appropriate and timely communication with regards to the change requests implemented on a weekly basis to make them aware and ready to adopt and support the change request/s where required
• Co-ordinate and communicate service providers maintenance schedules both internally and externally
• Manage system maintenance communication to end customers.

OPERATIONAL EXCELLENCE
Change Management:

• Establish and enforce the IT Change Management policy and procedures and ensure that every change request logged follows the complete procedure to minimize any possible disruption to IT services.
• The IT Change Management processes must be formalized through a management-approved IT Change Management Policy
• Evaluate all change requests logged to determine the impact on business processed and/or IT services
• Assess whether a change request will adversely affect the operational environment and introduce unacceptable risk that IT management should be aware of
• Ensure that the requestor/s of a change request/s logged have provided the following information in addition to the required information in Cherwell when logging a change request
• Detail with regards to associated risks, evidence of test results, impact, rollback plans and dependent systems
• Ensure that all change requests recorded, evaluated and that authorized change requests are prioritized, planned, implemented and reviewed in a controlled manner
• Effectively manage emergency change requests to minimize any further incidents and/ or downtime experienced and ensure that these change requests are controlled.
• Verify that the emergency change requests logged are appropriately assessed and authorized before implementation
• Ensure that a consistent approach is used in the handling and/ or processing of change requests logged
• Post implementation review of change requests implemented to be attached to the initial change request logged before the change request is closed
• Ensure the continued evaluation of unsuccessful change requests that are being resubmitted.
• The CAB is responsible for reviewing and approving change requests and further evaluating requests when IT Change Management determines that there is a high risk associated with any change request
• Work with relevant business units to integrate new environments and products where required.
• CAB (Change advisory Board):
• Facilitate Change Advisory Board (CAB) meetings and ensure the following:
• All Change Requests to be approved in the CAB meeting - Final
• Circulate all change requests to be implemented to all of the CAB members in advance to allow for prior consideration (current process allows for the review of the change requests to take place as soon as they are logged)
• Convene urgent CAB meetings as and when required
• Communication to be sent out to IT of the list of change requests that have been approved and that will be implemented within the week
• Distribution of the CAB minutes following the weekly CAB meeting
• Ensure both IT and Business representation during CAB

REQUIREMENTS:

Qualifications

• IT related Degree / Diploma
• Change management certification

Experience

• At least 5 years' experience in IT and/or related change management experience
• Excellent customer service skills
• Excellent understanding of ITIL and ITIL Governance

Knowledge, Skills and Abilities

• Good communication skills - both written and verbal
• Interpersonal skills
• Presentation skills
• Takes initiative
• Deadline driven
• Innovative
• Effective time management skills
• Knowledge of change and incident
• Microsoft office skills
• Technological skills
• Analytical and problem-solving skills
• IT acumen
• Business Acumen
• Entrepreneurial and business thinking

WORKING CONDITIONS
Office Bound

Desired Skills:

• Information Technology
• Change management
• ITIL