We are seeking an experienced Change Management Lead to manage and oversee the organization’s Change Management and Service Request processes. The role will act as the primary point of contact for all change-related and service request inquiries, ensuring process quality, compliance, and effective governance.
Mandatory Skill(s)
- Must have minimum 5 years of experience in IT Service Management, preferably within financial services, insurance, IT shared services, or consulting firms;
- Must have at least 2 years of hands-on experience in Change Management;
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent discipline;
- Must have ITIL v3 Foundation certification;
- Strong knowledge of Service Request Management and Change Management processes, with proven experience in running Change Advisory Board (CAB) meetings;
- Must have proficiency in SaaS ITSM tools such as ServiceNow, Remedy, or Remedyforce;
- Excellent communication skills in English and Cantonese (both written and spoken);
- Strong organizational skills, high attention to detail, and process-oriented mindset.
Desirable Skill(s)
- Familiarity with governance and compliance audits;
- Experience working in multinational corporate environments;
- Strong stakeholder management and training skills;
- Proven ability to work in virtual teams and matrix structures, with a proactive approach to problem-solving and task prioritization.
Responsibilities
- Lead Change Advisory Board (CAB) activities by chairing weekly change review meetings, coordinating with stakeholders, and ensuring timely resolution of non-compliant items;
- Act as the main point of contact for change and service request inquiries, while managing the day-to-day administration of Change Management and Service Request processes to ensure timely handling of tickets and tasks;
- Maintain process quality and compliance by ensuring completeness and accuracy of collected information, monitoring adherence to standards and procedures, and conducting regular audits and governance checks;
- Drive continuous improvement initiatives by identifying process gaps, implementing enhancements, and establishing performance measurements and targets to improve efficiency and effectiveness;
- Facilitate communication and knowledge sharing by providing training, guidance, and clear updates to stakeholders and participants on process requirements;
- Generate and analyze reports to deliver timely and accurate insights into change activities, supporting decision-making and organizational visibility;
- Collaborate with internal and external stakeholders including business units, IT teams, service providers, and auditors to ensure smooth execution of service management initiatives;
- Support cross-functional projects and initiatives related to service management, contributing to stability and alignment across the organization.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Dharshini Kumar at Dharshini.K@sciente.com quoting the job title.
