IT Change Manager

The “IT Change Manager” provides leadership, planning, prioritization, scheduling, reporting and effective execution of service management functions. This role involves leading a team responsible for managing the IT Service Management processes: Incident, Problem, Knowledge, Release, and Change. Providing reports on IT service management processes and reviewing related processes for enhancements and improvements. The Service Management Lead ensures that all major incidents are meticulously recorded, tracked, and resolved efficiently thereby minimizing operational downtime and maintaining service stability while repeated incidents are systematically converted into problems and addressed through robust improvement actions along with enriching technical knowledge experience for IT & Business users and promoting a lesson‑learning culture. The role also ensures that releases and changes are planned, assessed for risk and impact, appropriately approved, communicated, and implemented in a controlled manner to minimize service disruption.

Supervise service management team to record all IT releases, changes, incidents, problems, and knowledge.

Understand and document all inter dependent services and impact on banking services.

Provide reports on IT service management processes.

Review the service management processes for enhancements and improvements.

Plan and manage support for incident management tools and processes; coordinate interfaces with other service management processes; drive and monitor process effectiveness and improvements; develop and maintain incident management systems, processes and procedures; and manage major incidents.

Oversee incidents have been escalated as per the escalation matrix to the concerned team on time related to all production systems.

Ensure the service manager / incident manager is notified for all incidents impacting service availability.

Govern the Problem Management process end-to-end to reduce the impact of recurring incidents and prevent future service disruptions.

Ensure recurring and high-impact incidents are converted into Problems in ServiceNow.

Track progress of permanent fixes and preventative actions in order to reduce incident recurrence and improve service stability and availability.

Govern the Knowledge Management process end-to-end including article creation, review/approval, version control, and periodic reviews.

Enriching technical knowledge experience for IT & Business users and promoting a lesson‑learning culture.

Governs the end-to-end release lifecycle—reviewing and scheduling releases, managing conflicts and escalations, maintaining accurate release records, validating entry/exit criteria and UAT/production readiness, controlling promotion to UAT/Production, ensuring artifacts and documentation meet standards, and coordinating deployment and closure with Change Management and delivery/operations teams.

Owns governance of the organization’s Change Management framework - standardizing and maintaining the process, monitoring compliance and KPIs, ensuring impact/risk is assessed, approvals are obtained (CAB where required), and implementation is scheduled and communicated to minimize disruption.

Ensure testing evidence, security/risk sign-off, and back-out plans are in place and PIRs (post-implementation reviews) are completed.

Driving stakeholder training on change management.

Provide reports on IT service management processes on timely manners along with ad-hoc reports.

The incumbent is responsible for taking ownership, maintaining, and updating documented service management processes.

Participate with BCM, GRC and other Business units in setting up, testing, and maintaining ADIB’s Business Continuity Plan.