Change Manager

Alliance Bank; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Alliance Bank is seeking an experienced Change Manager to lead the technology change management function across applications, infrastructure, and digital platforms. You will ensure changes are properly assessed, approved, implemented, and governed to maintain stability and regulatory compliance.

You will oversee ServiceNow-enabled processes, drive continuous improvement, and collaborate with senior technology and business stakeholders to enhance deployment quality, resilience, and service

Qualifications

• At least 5 years of experience in change management, technology quality assurance, IT governance, IT service management, or a related role.
• Exposure to quality assurance methodologies, SDLC processes, technology controls, and production deployment governance.
• Hands-on experience with the ServiceNow platform, including implementation, configuration, workflow management, optimisation, or module enhancement.

Responsibilities

• Lead end-to-end technology change management process ensuring changes are assessed, reviewed, approved, implemented and closed.
• Oversee daily change management operations, team performance, workload planning and resource management.
• Drive governance over application and infrastructure changes to minimise production incidents and customer impact.
• Coordinate Change Review Committee sessions and ensure proper documentation and follow-up actions.
• Administer and oversee change management tickets, workflows and reporting within ServiceNow; drive automation and process improvements.

Skills

Change management

ServiceNow

IT governance

ITIL practices

SDLC controls

Audit readiness

Stakeholder engagement

Leadership

Tools

ServiceNow platform

Job description

We are looking for an experienced Change Manager to lead the bank’s technology change management function. In this role, you will ensure changes across applications, infrastructure, digital platforms, and supporting systems are properly assessed, approved, implemented, and governed in a controlled and compliant manner.

You will play a key role in maintaining the stability, resilience, and reliability of the bank’s technology environment while supporting business growth, digital transformation, and continuous improvement.

This role is ideal for a strong technology governance leader with experience in banking technology, IT change management, ServiceNow, SDLC controls, ITIL practices, audit readiness, and regulatory requirements such as BNM RMiT. You will lead the Change Management team, work closely with senior technology and business stakeholders, and drive improvements in change governance, automation, operational resilience, and service quality.

Lead and manage the end-to-end technology change management process, ensuring all changes are properly assessed, reviewed, approved, implemented, and closed in accordance with governance requirements.

Act as the Change Manager for technology changes, overseeing daily operations, team performance, workload planning, and resource management.

Drive strong governance over application and infrastructure changes to minimise production incidents, business disruption, and customer impact.

Lead the preparation and coordination of Change Review Committee sessions, including agenda preparation, material collation, decision documentation, and follow‑up tracking.

Technology Governance and Quality Assurance

Review IT deliverables as part of the change management process to assess readiness for production deployment.

Strengthen quality assurance practices across the Systems Development Life Cycle, with particular focus on reducing deployment errors and improving controls for customer‑facing systems.

Review SDLC deliverables, including SIT and UAT test cases, to ensure completeness, quality, and readiness before implementation.

Conduct focused technology reviews, assessments, and control checks as required by management.

ServiceNow Enablement and Process Improvement

Administer and oversee change management tickets, workflows, and reporting within the change management platform.

Lead continuous improvement initiatives using ServiceNow capabilities to enhance automation, workflow efficiency, reporting, user experience, and process transparency.

Drive end‑to‑end delivery and improvement of ServiceNow modules, including implementation, configuration, optimisation, and adoption across relevant teams.

Continuously review and improve change management processes to ensure alignment with internal policies, regulatory requirements, and industry best practices.

Stakeholder Engagement

Partner closely with Group IT, Digital Transformation, Cyber Security, business project managers, governance teams, auditors, regulators, and vendors to ensure technology changes are delivered safely and effectively.

Collaborate across departments to strengthen SDLC controls, improve deployment quality, and enhance technology resilience.

Provide periodic progress updates, management reporting, and insights on change performance, risk areas, follow‑up actions, and improvement opportunities.

Lead, coach, and develop team members within the Change Management function.

Build a high‑performing team culture focused on accountability, collaboration, service excellence, continuous improvement, and strong governance discipline.

Manage team performance, motivation, capability development, and day‑to‑day operational effectiveness.

Requirement

You are a structured, confident, and solutions‑oriented technology governance professional who can lead both people and processes. You understand that effective change management is not simply about approvals, but about protecting service stability, improving deployment quality, enabling business confidence, and building trust with regulators, auditors, technology teams, and business stakeholders.

You are comfortable operating in a banking environment where governance, resilience, compliance, customer impact, and speed of delivery must be carefully balanced. You bring the credibility to engage senior stakeholders, the discipline to enforce controls, and the curiosity to continuously improve how technology change is delivered.

At least 5 years of experience in change management, technology quality assurance, IT governance, IT service management, or a related role.

Proven exposure to quality assurance methodologies, SDLC processes, technology controls, and production deployment governance.

Hands‑on experience with the ServiceNow platform, including implementation, configuration, workflow management, optimisation, or module enhancement.

Experience managing people across different backgrounds, levels of seniority, and technical disciplines.

Experience in banking, financial services, audit, risk, compliance, or regulatory‑facing technology environments will be an advantage.