Job Description

MAIN OBJECTIVE OF ROLE: To assist in governing and adopting relevant IT Service Management (SM) practices ensuring all change initiatives in IT are completed in the most seamless manner and to increase the employee's adoption and usage through effective communication and change management methodologies. KEY RESPONSIBILITIES:

• Applies a structured methodology and lead change management activities for flydubai and is responsible for ensuring that changes are implemented in a controlled and consistent manner, minimizing disruption to the business while maximizing the benefits of the changes.
• Performs change impact assessment by seeking clarification on type of change, need for change, activities, impact, etc.
• Distributes notifications of upcoming changes, change freezes, and policy and procedural updates to relevant stakeholders.
• Defines templates, connectivity criteria, production acceptance testing cycles to ensure all IT systems (infra, apps) are properly qualified before they are accepted into production.
• Reviews all changes and provides approval for all change request types including Major, Emergency and Requests for Change (RFC).
• Leads the reviewing of RFCs, assessing potential risk level, change impact analysis, business impact analysis, communication requirements, testing procedures, back-out plans and post implementation validation.
• Conducts and participates in Post Implementation Reviews (PIR) in line with the change management process.
• Chairs CAB meetings and ensure all approvals, key discussion points, attendees and action items are recorded and followed through.
• Works across boundaries to coordinate resources and timing with other Change Managers and CAB members.
• Reviews and approves appointment of new Change Coordinators and CAB members by ensuring that appropriate levels of authorization are obtained before implementing changes.
• Maintains, develops, and drives the change management process, including policies, procedures, strategies, and continual improvement initiatives, to ensure it remains effective, efficient, and aligned with organisational goals and objectives.
• Oversees and monitors compliance / adherence to the established processes and practices.
• Act as focal point for knowledge transfer of Change Management process expertise within the organization.
• Regularly monitors and reports on the progress of change management activities, including the number and type of changes implemented, their success rates, and their impact on IT services and infrastructure.
• Documents business impact and maintains relationships Configuration Items (CI) between System and IT services.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Bachelor's Degree in IT/Computer Engineering or equivalent
• Fluent in English
• Years with qualifications: 5 - 7 years
• ITIL Practitioner certification required

COMPETENCIES:

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required