Change Manager

The client is looking for a Change Manager to work in Saudi Arabia.

Role Purpose:

The Change Manager is responsible for controlling and coordinating the introduction of changes within customer infrastructure. The role ensures that modifications to services or resources are implemented correctly, following standard procedures, and with minimal or no impact on operations. This role also serves as the Single Point of Contact (SPOC) for the customer, chairs Change Advisory Board (CAB) calls, and ensures compliance with established processes and agreements.

Key Responsibilities:

• Manage the full Change Management process, ensuring compliance with established procedures and standards.
• Receive and record Change Requests (CRs) in the Change Management tool.
• Analyze, prioritize, and assess risks and impacts of CRs.
• Ensure mandatory documentation (e.g., pre/post checks, test results, CAB approvals) is uploaded and maintained.
• Prepare documentation and identify correct CAB members for review of proposed changes.
• Manage and communicate the Change Schedule to customers, internal teams, and third parties.
• Ensure proper roll-back procedures are defined and validated for all CRs.
• Review and close CRs after implementation, conducting Post Implementation Reviews (PIRs) where required.
• Maintain Configuration Management Database (CMDB) records for all approved changes.
• Drive continuous service and process improvements (CSI) to reduce incidents/problems related to changes.
• Increase the success rate of first-attempt changes through effective planning and execution.
• Identify performance gaps, resistance, and risks, implementing corrective measures as needed.
• Support knowledge transfer, training, and documentation of Change Management processes.
• Provide coaching, mentoring, and process support to stakeholders and team members.

Typical Interfaces:

• GNOC (Global Network Operations Center)
• Field Operations
• Engineering Teams
• PQMs and MSIPs
• Customers and third-party partners

Tools & Systems:

Experience with Change Management and ITSM tools such as:

• BMC Remedy
• OneTM
• IPCM
• USMS
• ACUT
• Customer-specific tools

Behavioural Competencies:

• Delivering Results & Meeting Customer Expectations
• Presenting & Communicating Information
• Creating & Innovating
• Deciding & Initiating Action
• Coping with Pressure & Setbacks
• Leading and Supervising

Qualifications & Experience:

• Bachelor’s or Master’s degree in Engineering or related field.
• 2+ years of experience in Telecom/IT industry.
• ITIL Certification (mandatory).
• Strong knowledge of ITIL processes (Change, Incident, Problem, Event, Release & Deployment, Capacity Management).
• Experience managing CAB processes and customer-facing interactions.
• Proven skills in documentation, reporting, and stakeholder communication.

Desired Skills:

• Project Management experience.
• Knowledge sharing & collaboration skills.
• Coaching and mentoring ability.
• Business understanding of Telecom/IT operations.
• Multilingual proficiency is a plus.