Change Manager

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Position Title: Change Manager

Job Summary:

The Change Control Manager is responsible for overseeing and enforcing the IT Change Control process to ensure all technology changes are implemented in a controlled, compliant, and risk aligned manner. The role establishes, governs, and continuously improves change control standards to ensure that technology changes are systematically logged, reviewed, assessed, authorized, scheduled, and deployed—balancing risk, quality, and timeliness in accordance with organizational control requirements.

Specific Duties & Responsibilities:

Change Assessment and Approval

• Ensure all technology changes are formally logged, classified, and tracked within the centralized change management system to provide visibility, accountability, and audit readiness.
• Assess and categorize change requests, determining appropriate approval paths based on risk, impact, and complexity.
  • Standard Change - Pre‑authorized, low‑risk, repeatable changes that follow a defined and documented procedure.
  • Normal Change - Changes that require formal assessment and authorization due to potential impact or risk changes that affect business operations.
  • Emergency Change - Changes required to restore service or resolve a critical incident or security vulnerability.
• Facilitate and govern change review sessions to support informed, timely, and risk aligned decision making.
• Approve minor changes in accordance with policy and escalate changes requiring Change Advisory Board approval.

Change Control Assurance

• Verify readiness for production deployment by confirming completion of required documentation, testing evidence, approved implementation and rollback plans, and all necessary business, technical, and control approvals.
• Review and assess change risk, business impact, technical dependencies, and potential service disruptions of the deployment activity.
• Ensure all deployment requests follow defined change control policies, procedures, and approval workflows.

Deployment and Activity Calendar Management

• Maintain and manage the deployment and activity calendar to ensure timely, coordinated, and conflict‑free execution of initiatives.
• Coordinate with project managers, development, operations, security, and business units to align activities with approved timelines.
• Monitor calendar changes, dependencies, and risks, ensuring proactive resolution of scheduling conflicts.
• Provide accurate visibility and reporting on upcoming deployments, milestones, and major activities.

Post‑Implementation Review and Closure

• Participate in post‑implementation reviews to verify that implemented changes deliver the intended and approved outcomes.
• Evaluate any incidents, defects, or operational issues arising from implemented changes.
• Ensure proper and timely closure of change records in compliance with control and audit standards.

Deployment-Related Issues & Incident Investigation and Continuous Improvement

• Contribute to investigations of deployment‑related incidents and issues.
• Perform or support root cause analysis (RCA) to identify underlying control gaps.
• Recommend corrective and preventive actions impacting change control practices.
• Analyze incident trends and control effectiveness to continuously strengthen and enhance the change control framework.
• Monitor change success rates, failures, back‑outs, and post‑implementation issues to identify process gaps and improvement opportunities, and to drive continuous improvement, automation, and streamlining of change control processes.

Deployment & Release Coordination

• Collaborate with Delivery, Application Support, DevSecOps, and Deployment teams to ensure seamless implementation.
• Provide guidance to teams on change control best practices.
• Coordinate change schedules to avoid conflicts and minimize service disruption.
• Act as a point of escalation for deployment-related issues or conflicts.
• Escalate recurring issues or control weaknesses for remediation.

Qualifications:

• 3–8 years of experience in IT Change Management, ITSM, banking IT operations, or technology governance.
• Experience in regulated or high-availability environments (e.g., banking, financial services, healthcare).
• Experience managing large-scale or business-critical changes.

Technical Skills

• Strong knowledge of IT Change Management within an ITIL-based environment.
• Experience managing changes in complex, multi-application, or enterprise environments.
• Strong risk assessment, analytical, and decision-making skills.
• Excellent communication and stakeholder management capabilities.
• Experience using ITSM tools (Jira Service Management, ManagedEngine or equivalent).

Soft Skills

• Strong governance and control mindset
• Risk awareness and attention to detail
• Ability to balance speed, stability, and compliance
• Conflict resolution and facilitation skills
• Continuous improvement orientation

Other Details:

Rank: Junior Officer

Unit: Enterprise Services Sector / Information Technology Group / IT Control Division
Location: Metrobank Center