Airlines - Corporate Operations

Description:

Department: Information Management

Reports to: IT Operations Manager

To support the IT Operations Manager to manage and coordinate Change Management processes to ensure adequate quality assurrance be performed to all production changes to achieve incident free implementation.

Key Responsibilities:

The Change Management Lead is accountable to the Service Transition Manager to:


Develop and maintain Change Management processes, procedures and artefacts to ensure they are effective and efficient.
Manage day-to-day Change Management activities to ensure
the filtering, logging, classification, prioritization and scheduling of requested changes
the required coordination between teams to ensure successful implementation
an effective change impact/risks assessment prior to change approval
a change audit trail that will support any internal or external industry quality related or compliance audit
clear and timely communication to business units and other key stakeholders.
Convene and chair Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings to ensure effective and adequate assessment be performed.
Convene and chair Post-implementation Review (PIR) meetings to review implemented changes so as to ensure they have met their objectives, to identify areas for improvement and to avoid re-occurrence of failed changes.
Convene and chair Pre-Change Assessment (PCA) meetings to ensure adequate evaluation of major changes be performed.
Develop and maintain Change Models so as to streamline the Change Management process and establish consistent way to handle common types of change requests.
Develop and maintain change filtering guidelines and assessment criteria so as to improve the quality of changes.
Establish and manage the operation of the Change Management System.
Monitor the vendor’s performance in Change Management process.
Produce regular and accurate metrics and management reports with analysis and recommendations for improvement.
Design, maintain and deliver training for Change Management, including a strong focus on processes for maintaining communication with other teams and external service providers.
Participate in Root Cause Analysis (RCA) for changes that caused high severity incidents.
Provide subject matter expertise to management on a broad range of ITIL standards and best practices.
Liaise with the Project Delivery, Development and other Service & Operations teams to ensure alignment between their processes and the Change Management process.
Provide technical advice and consultancy to IM, business users and external service providers on Change Management from an operational perspective.

Requirements:

Job Requirements :

Minimum 7 years’ working experience in IT, with at least 5 years in related positions and leadership role
Tertiary qualification is desirable
Certifications in ITIL and ISO20000 are highly desirable
Proven knowledge and experience in ITIL and/or ISO20000 implementation
Sound knowledge and experience in quality assurance, vendor management, ITIL standards, Change Management, IT operational processes/methodology
Strong leadership capabilities, with the capability to develop and guide a team of Change Analysts and to work with only minimal supervision
Excellent analytical and problem solving skills
Strong communication and interpersonal skills

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.



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