IT Engineer – Change Management / ITSM

Responsibilities: Lead and coordinate Change Advisory Board (CAB) meetings and manage the review and approval of IT change requests.

Implement and maintain ITIL-based Change Management processes and standards.

Review change requests submitted by infrastructure, application, security and other IT teams.

Assess proposed changes for risks, business impact, dependencies and potential unintended consequences.

Provide recommendations to reduce implementation risks and improve the probability of successful change implementation.

Ensure change requests contain appropriate impact assessments, implementation plans, testing evidence, rollback plans and approvals before deployment.

Follow up on action items and decisions arising from CAB meetings.

Coordinate change-related communications, including planned downtime, implementation schedules and completion notifications to relevant stakeholders.

Maintain and update the IT change management portal and ensure change records are complete and accurate.

Monitor change management activities and identify opportunities to improve process efficiency and effectiveness.

Review and maintain change management processes, templates, SOPs, guidelines and related documentation.

Prepare regular reports on ITSM performance, SLA achievement, change success rates and other relevant service management metrics.

Prepare progress reports for IT service management initiatives and present updates to management when required.

Work closely with internal IT teams, business stakeholders and external vendors to coordinate change activities.

Support Incident Management, Problem Management and other ITSM processes when required.

Identify recurring change-related issues and recommend corrective or preventive actions.

Support continuous improvement initiatives to enhance IT service quality, governance and operational efficiency.

Ensure IT changes supporting business-critical and security-related systems are appropriately managed and documented.

Requirements: Bachelor's Degree in Computer Science, Information Technology, Management Information Systems (MIS) or a related discipline.

Minimum 6 years of relevant IT experience, including 3–5 years of experience in IT service operations, ITSM or Change Management.

Strong practical experience in Change Management, Incident Management and Problem Management.

Good knowledge of ITIL and IT Service Management methodologies.

Experience in facilitating or coordinating Change Advisory Board (CAB) meetings.

Strong understanding of change risk assessment, impact assessment, implementation planning and change governance.

Experience working with infrastructure, application, cybersecurity, network and operations teams.

Strong stakeholder management and relationship-building skills.

Excellent communication, negotiation and professional writing skills.

Strong organisational and time-management skills.

Ability to maintain accurate documentation and track multiple actions, changes and deliverables.

Proficient in Microsoft Word, Excel and PowerPoint.

Ability to work effectively in a fast-paced and changing environment.

Proactive, adaptable and willing to take on new responsibilities and challenges.

Strong analytical and problem-solving skills.

Experience in security services, technology services, facilities management or other business-critical operational environments will be an advantage.

ITIL Foundation certification or higher is preferred.

ITSM, Change Management or related professional certification will be an advantage.

Experience with enterprise ITSM platforms and change management tools will be an advantage.