Change Coordinator - Managed Services

Job Summary

The Change Coordinator is tasked with overseeing the complete Managed Service Change Management cycle. This role is crucial in guaranteeing that all changes undergo thorough evaluation, estimation, approval, communication, execution, and review to minimize risks and prevent service disruptions.

Key Responsibilities

• Examine and verify submitted Requests for Change (RFCs) to confirm completeness.
• Ensure all change records have all necessary data and supporting documents.
• Maintain correct classification and status tracking according to change management procedures.
• Manage the backlog of change requests efficiently.
• Follow up on approval requests from Change Advisory Board (CAB) and customers.
• Challenge any incomplete or insufficient change submissions to maintain quality.
• Detect schedule conflicts and possible effects on services.
• Relay approved changes to relevant stakeholders in a timely manner.
• Coordinate notifications internally and with customers throughout the change process.
• Keep key stakeholders continuously informed during the lifecycle of changes.
• Determine and apply appropriate day rates for chargeable change requests.
• Quickly escalate risks, issues, and scheduling conflicts when they arise.
• Manage escalation procedures during high-risk change implementations.
• Verify outcomes of change implementations and update statuses accordingly.
• Ensure the closure process is properly completed.
• Confirm that all required documentation updates are finalized.
• Generate reports on change management activities and key performance indicators.
• Track success rates of changes and related incidents to identify improvement areas.
• Recognize patterns and suggest enhancements for change processes.
• Assist with audits and compliance assessments related to change management.

Candidate Profile

• Meticulous attention to detail.
• Awareness of risk and mitigation in change scenarios.
• Proven ability to manage stakeholder communications effectively.
• Strong organizational and planning capabilities.
• Commitment to continuous process improvement.

Preferred Qualifications

• Familiarity with ITIL Change Enablement / Change Management frameworks.
• Experience in IT Service Management environments.
• Understanding of risk management and governance in service delivery.