Change Manager

All jobs; Cyberjaya; Hybrid; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Change Manager to lead Change Management for their managed services customers. In this pivotal role, you will ensure that service level agreements are met while providing a single point of contact for escalated issues. You'll leverage your expertise in the Change Management process to enhance user compliance and overall satisfaction. Join a supportive team that values knowledge sharing and offers opportunities for professional growth in a flexible, hybrid working environment. Make a tangible impact in a company dedicated to helping organizations succeed in a digital-first world.

Benefits

Flexible working arrangements

Training funding

Supportive team environment

Opportunities for role transition

Qualifications

• 5+ years of experience as a Change Manager in a similar environment.
• Familiarity with ITIL framework and proficiency in ITSM tools.

Responsibilities

• Ensure policies and procedures are followed for customer satisfaction.
• Provide coaching and mentoring on processes and toolsets.
• Produce and maintain knowledge and training materials.

Skills

Change Management

ITIL Framework

ITSM Tools (ServiceNow)

Consultancy

Tools

ServiceNow

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, user compliance, overall outcomes, and satisfaction.

Responsibilities

1. Ensure all policies, procedures, and work instructions are followed to meet customer satisfaction and contractual obligations in a 24x7 environment.
2. Provide consultancy, coaching, and mentoring to internal and external clients regarding processes and toolsets with a customer focus.
3. Enforce and review Logicalis' processes, ensure documentation is current and practical, and initiate escalation for non-compliance as needed.
4. Escalate tickets to internal teams, management, and third-party vendors as required.
5. Ensure accurate and comprehensive notes are entered into the ITSM tool for each managed event, conducting quality reviews and raising nonconformances through CSI where appropriate.
6. Produce, maintain, review, and assist in delivering knowledge and training materials.
7. Initiate problem management and CSI processes as necessary, working with process owners.
8. Perform other duties as required.

Requirements

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

Benefits

As a valued member of Logicalis Asia Pacific MSC, you will enjoy benefits such as:

• A supportive team environment known for sharing knowledge, flexibility, diversity, and mutual assistance.
• Opportunities to learn and transition into different roles within the company, supported by funding for training.
• The chance to make a tangible impact and control your professional growth.
• Flexible, modern, hybrid working arrangements balancing remote work and in-person collaboration.

Application Requirements

You do not need to meet all listed requirements to apply. Studies show that men often apply if they meet 60% of requirements, while women, non-binary, and neurodivergent individuals tend to aim for 90%. We value character traits such as confidence, capability, and curiosity, which cannot be taught.

About Us

We are Logicalis, Architects of Change, helping organizations succeed in a digital-first world through our technology expertise. Our services include cloud, connectivity, collaboration, and security, aimed at optimizing operations, reducing risk, and empowering employees. With over 7,000 employees in 27 countries, we serve more than 10,000 clients globally, creating sustainable outcomes through technology.

We support applicants with disabilities or neurodiversity by providing necessary adjustments and accommodations during the application process. Please disclose any specific needs you may have.