Change Manager

Logicalis Group (DE); Cyberjaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Change Manager to coordinate Change Management for managed services customers. This role involves ensuring compliance with customer service level agreements and acting as the main point of contact for escalated issues. You will leverage your expertise in the Change Management process to enhance effectiveness and user satisfaction. Join a global tech service provider with a commitment to helping organizations thrive in a digital-first world, where your contributions will make a significant impact on client success and operational excellence.

Qualifications

• 5+ years of experience in Change Management in a similar environment.
• Proficient in ITIL framework and ITSM tools like ServiceNow.

Responsibilities

• Ensure policies and procedures are followed for customer satisfaction.
• Provide consultancy and coaching to clients regarding processes.
• Maintain documentation and escalate non-compliance issues.

Skills

Change Management

Customer Service

Consultancy

Coaching

ITIL Framework

ITSM Tools

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 and process user’s compliance, overall outcome and satisfaction.

Responsibilities

1. Ensuring all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment;
2. Customer focus providing consultancy, coaching, mentoring to internal and external clients regarding processes and/or toolsets;
3. Enforcing and reviewing Logicalis' processes, ensuring documentation is current, practicable and to initiate escalation for non-compliance as required;
4. Escalating (as required) tickets to internal, management and third-party vendors;
5. Ensuring accurate and comprehensive notes are entered the ITSM tool for each event managed through quality reviews, raising nonconformances through CSI where appropriate;
6. Produce, maintain, review and assist delivery of knowledge and training material;
7. Initiate problem management and/or CSI process as necessary working in conjunction with the process owners;
8. 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

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.