Senior Change Process Manager (JD#11328)

Job Summary

We are looking for an experienced ITSM Change & Major Incident Manager to drive Change Management governance, process compliance, and continuous improvement across regional IT teams, within a reputed bank. The role will also oversee Major Incident Management, ensuring effective coordination, timely communication, strong governance, and service restoration.

Mandatory Skill-set

• Must have strong written and verbal French and English communication skills;
• 8+ years of overall IT experience, preferably in IT Operations, Production Support, Application/Infrastructure Support, ITSM, or Service Governance;
• Strong hands-on experience in Change Management and Major Incident Management;
• Good knowledge of ITIL practices, particularly Change, Incident, Problem, Release, and Continual Improvement;
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent;
• Experience managing CAB, emergency/high-risk changes, change approvals, risk assessment, and post-implementation reviews;
• Experience coordinating Major Incidents, including stakeholder management, escalation, communication, and post-incident reviews;
• Strong analytical, communication, facilitation, and stakeholder-management skills;
• Ability to influence and enforce processes across teams without direct authority;
• Willingness to work primarily 12:00 PM–9:00 PM SGT (early Europe Business Hours).

Desired Skill-set

• Experience in banking, capital markets, corporate banking, or other regulated/high-availability environments;
• Exposure to operational risk, audit, controls, compliance, resilience, and production stability;
• Understanding of infrastructure and application environments including Unix, Windows, Network, Database, Middleware, MQ, scheduling, storage, and monitoring;
• Experience with ITSM process improvement, automation, dashboards, reporting, and workflow optimization.

Responsibilities

• Own and enforce the Change Management process, ensuring alignment with Group policies, ITSM standards, and operational controls;
• Govern CAB and change review forums, ensuring effective risk assessment, approvals, scheduling, and decision-making;
• Monitor change quality, compliance, success/failure rates, emergency changes, and recurring process deviations;
• Strengthen governance for major, high-risk, business-critical, and emergency changes;
• Act as the Major Incident Manager/process owner, coordinating resolver teams, escalation, decision-making, and stakeholder communications;
• Ensure timely and meaningful communication during Major Incidents and critical changes;
• Lead/coordinate Post-Incident Reviews and Post-Implementation Reviews, tracking corrective and preventive actions;
• Identify recurring process gaps and drive continuous improvement and ITSM process maturity;
• Produce periodic and on-demand management reports and KPIs for senior management and governance forums;
• Maintain audit/control evidence and ensure remediation actions are tracked to closure;
• Deliver training, coaching, process awareness, and communication to regional IT teams;
• Support ITSM tooling improvements, automation, reporting, and process standardization.

Should you be interested in this career opportunity, please send in your updated resume to [email protected] at the earliest.

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