Senior Change Process Manager (JD#11328)

SCIENTE INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SCIENTE INTERNATIONAL PTE. LTD. is seeking an experienced ITSM Change & Major Incident Manager to drive Change Management governance, ensure process compliance, and lead continuous improvements across regional IT teams within a banking environment.

The role oversees Major Incident Management, coordinating resolver teams, incident communications, and post‑incident reviews to ensure timely service restoration and governance alignment.

Qualifications

• 8+ years of IT experience in IT Operations, Production Support, ITSM, or Governance.
• Strong hands-on experience in Change Management and Major Incident Management.
• Good knowledge of ITIL practices including 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, risk assessment, and post-implementation reviews.
• Experience coordinating Major Incidents with stakeholder management and post-incident reviews.
• Ability to influence processes across teams without direct authority.
• Willingness to work 12:00 PM-9:00 PM SGT (early Europe business hours).

Responsibilities

• Own and enforce the Change Management process aligning with Group policies and ITSM standards.
• Govern CAB and change review forums with risk assessment, approvals, and scheduling.
• Monitor change quality, compliance, success/failure rates, and emergency changes.
• Strengthen governance for major, high-risk, and emergency changes.
• Act as Major Incident Manager coordinating resolver teams and communications.
• Ensure timely and meaningful communication during Major Incidents and critical changes.
• Lead Post-Incident and Post-Implementation Reviews and track actions.
• Produce management reports and KPIs for governance forums.
• Maintain audit evidence and remediation actions to closure.
• Deliver training and process awareness to regional IT teams.
• Support ITSM tooling improvements, automation, and standardization.

Skills

ITIL knowledge

Change Management

Major Incident Mgmt

CAB governance

Stakeholder management

Communication

12:00 PM-9:00 PM SGT

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

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, preferable​ly 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.

Confidentiality is assured, and only shortlisted candidates will be notified for interviews.

EA Licence No. 07C5639