Change Manager

Logicalis; Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading company seeks a Change Manager to oversee change management processes for managed services customers. Responsibilities include ensuring compliance with service level agreements and providing a point of contact for escalated issues. The ideal candidate should have extensive experience in change management, with a solid understanding of the ITIL framework.

Benefits

Supportive team environment

Flexible working arrangements

Opportunities for professional development

Qualifications

• Minimum 5 years of experience as a Change Manager.
• Familiarity with ITIL framework required.
• Proficiency in ITSM tools.

Responsibilities

• Coordinate and own Change Management for customers.
• Ensure customer service level agreements are met.
• Produce and maintain knowledge and training material.

Skills

Customer focus

Consultancy

Coaching

Tools

ServiceNow

Job description

Job Description

As Change Manager, you will coordinate and own Change Management for Logicalis' managed services customers. You will ensure customer service level agreements are met and provide a single point of contact for ownership of escalated requests and issues. You will be the subject matter expert in the Change Management process and be responsible for the process effectiveness and process user’s compliance, overall outcome and satisfaction.

Responsibilities

• Ensuring all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment;
• Customer focus providing consultancy, coaching, mentoring to internal and external clients regarding processes and/or toolsets;
• Enforcing and reviewing Logicalis' processes, ensuring documentation is current, practicable and to initiate escalation for non-compliance as required;
• Escalating (as required) tickets to internal, management and third-party vendors;
• Ensuring accurate and comprehensive notes are entered the ITSM tool for each event managed through quality reviews, raising nonconformances through CSI where appropriate;
• Produce, maintain, review and assist delivery of knowledge and training material;
• Initiate problem management and/or CSI process as necessary working in conjunction with the process owners;
• Other duties as required.

Requirements

• Minimum of 5 years of experience in the role of a Change Manager in similar environment
• Familiarity with the ITIL framework and proficiency in using ITSM tools such as ServiceNow.
• Able to work based on Australian Business Hours

Benefits

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
• Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!
• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
• Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About Us

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.