IT Change Management Lead

Job Description

The IT Change Management Lead - APAC is responsible for overseeing and executing IT change management processes in alignment with enterprise ITSM policies and frameworks within the APAC region. This role ensures that changes to information security-owned technologies, applications, and platforms are implemented efficiently, with minimal risk to business operations. The role will collaborate closely with regional and global IT operations, security, infrastructure, and business stakeholders to drive compliance, continuous improvement, and operational stability. Key Responsibilities: Change Management Execution & Governance: Lead and enforce IT change management policies, procedures, and controls to ensure adherence to enterprise ITSM standards and regulatory requirements. Manage and oversee the global Information Security Change management meetings, ensuring effective risk assessments, approvals, and communications for all planned changes. Review and assess change requests for completeness, risk, impact, and compliance with ITSM governance. Drive continuous improvement initiatives to optimize change processes, reduce failed changes, and improve change success rates. Act as the primary point of contact for change escalations and ensure timely resolution of issues impacting IT service stability. Collaboration & Stakeholder Engagement: Work closely with IT operations, application support, security teams, and business stakeholders to ensure smooth execution of changes. Partner with regional and global teams to align IT change management strategies with organizational objectives. Provide advisory support to technology teams to ensure change planning, execution, and validation follow best practices. Liaise with compliance teams to provide evidence and reporting for IT change controls and regulatory adherence. Reporting & Metrics: Develop and maintain IT change management KPIs, SLAs, and reporting dashboards to monitor performance and compliance. Analyze trends in change failures, unauthorized changes, and deviations from change processes, and propose corrective actions. Generate reports for senior management on change volume, success rates, and operational impact. Training & Continuous Improvement: Train and guide IT teams on change management best practices and enterprise policies. Conduct regular assessments to identify gaps in change processes and implement improvements. Stay updated on industry best practices and emerging trends in ITSM, change control, and IT governance. Qualifications - In-depth knowledge of Change Management methods, tools, terminology and industry practices Knowledge of various corporate security rules, legal and regulatory obligations such as PCI, SOX or similar standards Knowledge of ITIL and industry standards, concepts, terminology and common practices Ability to assess implications of proposed systems changes on the processes and factors related to the end user experience as well as business functions (e.g., marketing, sales, and financial controls). Excellent communication skills - listening, verbal and written - including meeting management and facilitation. Excellent customer service skills - servicing and interfacing with individuals across IT (customers) in different roles to coordinate/lead elevates for major projects as well as operational changes. Excellent organization skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality. Proven ability to multitask in a fast-paced environment. Preferred ITIL certification or equivalent Strong written and verbal communication is required along with change Co-Ordinator/Manager in a corporate environment. Working knowledge of ServiceNow platform preferred BA, BS preferred or equivalent experience in related field Advanced analysis and problem-solving skills with the ability to analyze data from various sources to determine next steps. Ability to create effective ways to display data using various modeling, reporting, statistical perspectives and trending methods. Negotiation skills with the ability to influence others through sharing information and gaining commitment Facilitation and meeting management skills with the ability to create a framework that encourages participation and productivity Ability to work in a team-oriented environment Ability to adapt to new situations and learn quickly Ability to help others learn knowledge or skills in a specific area Experience with Microsoft Azure ADO deployment pipelines Experience with Agile, CI/CD, DevOps, and Lean practices