IPCM (Incident, Problem, and Change Management) Team Leader

Kocho; South Africa; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A forward-thinking technology company in South Africa seeks an IPCM Team Lead to oversee incident, problem, and change management processes. The ideal candidate will have strong team management skills, proven experience in IPCM, and the ability to drive continuous improvement. This role is exclusive to internal Kocho employees and offers a platform to lead and innovate in a dynamic environment.

Qualifications

• Proven experience in incident, problem, and change management.
• Strong team management skills with motivational abilities.
• Excellent analytical skills with a data-driven decision-making approach.
• Effective communication and stakeholder engagement skills.
• Knowledge of industry best practices in IPCM.

Responsibilities

• Manage a dedicated IPCM team and foster continuous improvement.
• Oversee incident management processes ensuring effective incident resolution.
• Manage problem management to prevent recurrence of incidents.
• Oversee change management to ensure efficient implementation of changes.
• Set strategic direction for IPCM processes and implement best practices.

Skills

Incident Management

Change Management

Team Management

Analytical Skills

Stakeholder Management

Job description

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.

Role Overview

The IPCM Team Lead is responsible for the strategic oversight and continuous improvement of the Incident, Problem, and Change Management processes within the organization. This role involves managing a dedicated team, setting strategic direction, and evolving processes and procedures to mature the IPCM function and enhance organizational performance metrics.

This is what we need from you

Team Management

• Lead and manage a team of IPCM professionals, fostering a culture of excellence and continuous improvement.
• Provide guidance, mentorship, and support to team members, ensuring their professional development and alignment with organizational goals.
• Conduct regular performance reviews, set clear objectives, and create development plans to enhance team capabilities.

Incident Management

• Oversee the incident management process to ensure timely and effective resolution of incidents, minimizing business disruption.
• Develop and implement incident response strategies, ensuring alignment with industry best practices and organizational objectives.
• Collaborate with cross-functional teams to address and resolve incidents, ensuring root cause analysis and preventive measures are in place.

Problem Management

• Manage the problem management process to identify and resolve root causes of incidents, preventing recurrence and improving system reliability.
• Conduct thorough investigations and analysis, leveraging data and insights to drive problem resolution.
• Develop and implement problem resolution plans, monitoring their effectiveness and making necessary adjustments.

Change Management

• Oversee the change management process to ensure controlled and efficient implementation of changes, minimizing risks and disruptions.
• Assess and mitigate risks associated with changes, ensuring thorough impact analysis and stakeholder communication.
• Coordinate with stakeholders to ensure smooth execution of change initiatives, aligning with organizational goals and priorities.

Strategy and Process Evolution

• Set strategic direction for IPCM processes, aligning with organizational goals and industry best practices.
• Continuously evaluate and improve IPCM processes and procedures, leveraging data and insights to drive enhancements.
• Implement best practices and industry standards to mature the IPCM function, ensuring scalability and adaptability.

Performance Metrics and Reporting

• Develop and maintain IPCM performance metrics and reports, providing regular updates to senior management.
• Use data-driven insights to identify trends, areas for improvement, and opportunities for optimization.
• Drive continuous improvement initiatives, leveraging metrics and feedback to enhance IPCM effectiveness and efficiency.

Stakeholder Engagement

• Build and maintain strong relationships with key stakeholders, ensuring alignment and collaboration on IPCM initiatives.
• Communicate effectively with stakeholders, providing updates on IPCM activities, performance, and strategic direction.
• Engage with external partners and industry forums to stay abreast of trends, best practices, and emerging technologies.

Qualifications

• Proven experience in incident, problem, and change management, with a track record of maturing functions and improving performance metrics.
• Strong team management skills, with the ability to inspire and motivate a high-performing team.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Effective communication and stakeholder management skills, with the ability to influence and drive change.
• Knowledge of industry best practices and standards in IPCM, with a commitment to continuous improvement.

This role is only open to internal Kocho employees.