Overall Objectives of Job

Role Purpose

The Team Lead for Change, Incident and Problem Management is responsible for leading and coordinating the day-to-day operations of the CPI team across critical ITIL disciplines. This role ensures that changes are assessed, approved, and implemented with minimal risk; incidents are resolved swiftly to restore service; and problems are investigated to eliminate root causes and prevent recurrence. The Team Lead acts as the operational authority for these processes, driving continuous improvement while mentoring and developing team members.

Incident Management

Oversee the incident management lifecycle from detection through to resolution and closure, ensuring SLA targets are met.
Act as the Incident Manager for Priority 1 and Priority 2 incidents, coordinating technical bridge calls and stakeholder communications.
Ensure timely escalation to resolver groups, third-party vendors, and senior management as required.
Produce post-incident reports for major incidents, capturing timeline, impact, resolution, and improvement actions.
Monitor incident trends and volumes, identifying systemic issues for handoff to Problem Management.

Problem Management

Lead proactive and reactive problem management activities, including root cause analysis (RCA)
Prioritise the problem backlog based on business impact, frequency, and risk.
Drive permanent fixes through coordination with engineering, development, and infrastructure teams.
Report on problem trends, ageing, and resolution effectiveness to senior leadership.

Change Management

Lead the end-to-end change management process, ensuring all changes are logged, assessed, authorised, and reviewed in accordance with organisational policy.
Maintain the Forward Schedule of Change (FSC) and ensure change windows are communicated to all impacted parties.
Track change success rates, failed and unauthorised changes, and drive improvement actions.
Ensure post-implementation reviews (PIRs) are completed for all major and significant changes.

Governance, Reporting & Continuous Improvement

Define, maintain, and enforce process documentation, standard operating procedures (SOPs), and work instructions for all three disciplines.
Produce weekly and monthly KPI dashboards and management reports covering change success rates, incident resolution times, SLA compliance, and problem backlog health.
Support Service delivery meetings.
Identify and implement process improvement initiatives aligned with ITIL best practices and organisational objectives.
Support internal and external audit activities related to Change, Incident, and Problem Management.
Collaborate with other ITSM process owners (e.g., Service Request, Configuration Management) to ensure end-to-end process integration.

Qualification, Experience, Technical and Functional Skills

University degree in Computer Science, Management Information Systems or related
Recommended to have 10+ years of relevant experience in IT operations with relevant experience in Service Management
Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
Exposure to
- Working in multi-national teams and across countries and cultures to achieve solutions
- Setting up OR managing global service delivery in a multinational organization
- Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Working with teams with internal/external suppliers in a multi-suppliers setup.
PMP /PRINCE2, ITIL Certification
A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
Ability to deliver high-quality results; and takes ownership of initiatives.
Engaging personality who is able to build and maintain good working relationships and strong professional presence

Skills/Specific Tasks/Activities performed

Technical

Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.
Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security), cloud ecosystems and basic network technologies
Experience in ServiceNow and Service Now Configuration management, JIRA and Confluence
Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
Basic knowledge about business applications /services in multiple domains.

Functional / Domain

Incident Management
- Maintain and uphold incident management policies and procedures in accordance with ITIL processes.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams and customers.
- Generate weekly reports on all open incident tickets and show non-compliant tickets and action items for escalation to management.
- Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data.
Change Management:
- Process and coordinate change across all environments - Plan, schedule, co-ordinate and manage end-to-end movement of all changes through the development lifecycle to the live environment.

Act as a main point of contact for change communication

- ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of changes.
- Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams.
- Ensuring that key stakeholders are kept informed through the service and change lifecycle and that expectations are managed
- Reporting to operations leadership on change trends and events within the organization that will impact the business operations.
Problem Management:
- Maintains inventory of problems under analysis and their current progress and status.
- Ensures production-raised Problem Records are communicated to Clients/Client Teams as appropriate.
- Attends/Runs review meetings to drive completion and provide status on problem resolution.
- Produces Problem Management reports.
- Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issue

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