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They offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $ 739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
As part of the day to day job requirements the selected candidate will be required to make an appropriate response to Change requests requiring a considered approach to assessment of risk and business continuity, Change impact, resource requirements and Change approval. This considered approach is essential to maintain a proper balance between the need for Change against the impact of the Change. The candidate will also engage with various other practices within Service Management such as Knowledge, Problem and Incident Management.
Key Responsibilities
• Operational day-to-day activities within the change management function
• Work with the process owner and process managers to plan, coordinate and drive all process activities
• Process and operational reporting and continual service improvement of processes against KPIs
• Engage with audit, risk and compliance functions on ongoing audits and reviews
• Engage with other service management practices such as knowledge, incident and problem management
• Provide governance and oversight for Change Management procedures in the larger context of Service Management policies and teams
• Identify and highlight opportunities for continual process improvement to the process owner
• Manage the documentation of policies, processes and procedures for service management.
• Review of all Change tickets for Production and Non-Production environments for clarity and completeness
• Carry out regular Change Management audit control checks
• Coordinate and communicate Change Awareness or Freeze periods
• Maintain and publish the Forward Schedule of Change calendar
• Chair regular meetings (e.g. Change Advisory Board, Forward Schedule of Change)
• Provide cover during public holidays or team absence should the situation arise
Experience and Qualifications Required
• Around 4-5 years of experience in similar kind of support role
• ITIL V3 or V4 foundation level, ITIL V3 Service Transition certification desirable or ITIL V4 certifications
• Proven ability to work with Audit (Internal & external) functions
• Experience of working in an agile software development environment
• Experience in managing change in on-prem and cloud environments
• Involvement in transformation programmes across application deliveries etc
• Knowledge of Automation technologies
• Ability to work under pressure and to tight deadlines
• Ability to interpret technical information in order to provide clear and concise communication to stakeholders
• Willing to work in a shift pattern covering either India or UK/EMEA Business hours as per Business requirement
• Proven track record of high level of customer service
• Confident demeanour when dealing with individuals/groups
• Strong analytical skills, able to work and manipulate data sets, draw conclusions, create reports etc
• Collaborative approach – ability to work well with others, communicating effectively and succinctly
• Good organisational and planning skills, with attention to detail
• Motivated, with a positive (can-do) and enthusiastic attitude
• Good documentation skills, including writing policies and procedures
• Must be flexible in approach to work content and responsibilities
• Must be a self-starter and able to work with a minimum of supervision