Role Profile:

Change Lead is responsible for the successful embedding of a new process, solution or way of working into the business.

Change Lead handles the details of the change request. Change Lead would perform the day-to-day management of the change request process, like building and reviewing change plans, managing the change implementer, making sure that the change proceeds in a timely fashion, and so on.

 

The role’s primary purpose is to work with one or more of the projects to ensure all change is identified, clearly understood, resourced to deliver, and set up to successfully embed in the business.

The Change Lead will work with Change Officer to ensure the right methodologies, approach and capabilities are in place for each of the projects to ensure strong business engagement, adoption and ownership. In addition to supporting project-level activities, the Change Lead may also be responsible for identifying cross-project change dependencies and highlighting the Programme’s overall change impacts on the business, including the impacts from business involvement in the projects themselves.

Please note: The Change Manager role is differentiated from the Change Lead role by having a wider AOR in terms of number and scope of projects under their portfolio. It is a natural progression from Change Lead to Change Manager.

 

The below Key Performance Areas include but are not limited to:

Motivating / guiding team members to improve their capabilities

Delivering training to all business users

Preparing training manuals and smart presentations

Sharing best practices and acting as a specialist within respective projects

Meet SLA/OLA

Automation - Tool

Service Improvements – Process & Tool

Customer communication - Ensure End user Communication is cascaded changes with Outage

Performance Measurement:

Performance will be assessed according to the Change/Release Management & Process Transformation levels of the candidate

Knowledge & Experties:

Bachelor’s degree in Computer Science or related field

8+ years of experience in Change Management for large organizations

6+ years of experience supporting software development

Able to work well with all levels of professionals in an organization

Excellent active listening, root cause identification and interpersonal skills

Good communicator and able to influence people

Good team player and able to operate independently

Proficient in flowcharting tools to develop business process flows

Proficient in spreadsheet tools to analyze data and build reports

Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment

Broad experience of IT infrastructure and applications

Experience working with Service Now or JIRA an advantage

Cloud experience or exposure to various cloud-based applications;

Good knowledge of Retail & Hospitality Domain

Good exposure to Agile development methodology using JIRA software.

Good exposure to Agile SDLC Methodology like Scrum or Kanban

Skills:

Active listening skills and strong influencing skills

Professional and positive approach

Diligent with attention to detail

Ability to cope under pressure

Good collaboration and interpersonal skills

Self-motivated & self-sufficient, but also a team player

Assertive, adaptable, and creative

A ‘can do’ attitude and willingness to go the extra mile when required

Certifications:

ITIL V4 Fundamental – Preferred

ITIL V4 Intermediate : Transition & Operations – Added advantage

Agile Framework – Scrum / Kanban – Added advantage

Project Management – PMP / Prince 2 Agile – Added advantage

 

Additional role requirements:

Apply a structured methodology and lead change management activities

Perform risk & impact assessment of changes (Emergency, Normal & Standard)

Identify, analyze, prepare risk mitigation tactics. Identify and manage anticipated resistance

Communicate CAB Agenda & CAB Minutes to Alshaya Stakeholders

Host CAB & Walkthrough with Stakeholders & Senior Leadership Team

Perform PIR of changes (Failed Changes/Change Causing Incidents) for closure

Perform Change Cleanup & timely closure of changes with validation evidence

Prepare & cascade monthly Change Dashboard & reports and cascade to stakeholders & produce regular management reports

Adhere Change Management checklist & gather appropriate information based on the type of change being investigated.

Ensure appropriate CIs,problem(s), Incident(s), Business Services are associated to respective change requests

Providing status updates to requesters & stakeholders

Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.

Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration

Manage Emergency Changes, adhoc process improvement calls and escalations

Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality

Ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner

Manage Change Freeze (IT Year End, eCom, Brand Specific etc) and ensure end user Comms and alignment

Manage Internal/external audit sessions, prepare data, review and share with auditor.