The IT Change Management Lead owns the end-to-end change governance framework across IT systems, applications, and infrastructure within a licensed Virtual Bank. This role ensures every change is properly planned, risk-assessed, and executed, balancing deployment velocity with service reliability, while acting as the primary subject matter expert connecting technology, product, and business stakeholders.
Key Responsibilities
- Own and lead the full IT change management lifecycle from request evaluation through implementation and post-review.
- Key person in Change Advisory Board (CAB) meetings; drives approval, prioritization, and scheduling decisions.
- Assess technical feasibility, business impact, and operational risk for all change requests; escalate and coordinate response for high-risk or emergency changes.
- Ensure compliance with ITIL standards, internal governance policies, and regulatory requirements (BOT, PDPA).
- Build and maintain change dashboards, KPIs, and management reports to surface risk and track service quality.
- Lead process improvement and automation initiatives to reduce manual effort and change-related incidents.
- Champion change management best practices across the ITSM function.
Essential Skills & Prerequisites
- Bachelor's Degree or higher in Computer Science, Information Technology, or a related field.
- At least 5 years of relevant experience in Change Management, IT Service Management, or Application Support.
- Solid understanding of the ITIL framework and hands-on experience with change management or incident/problem processes.
- Experience using ITSM or ticketing tools (e.g., Jira, ServiceNow) and analytics/reporting platforms (e.g., Jira, Google Workspace, Looker Studio).
- Strong analytical and problem-solving skills with a focus on service quality and risk mitigation.
- Excellent communication and stakeholder management skills, with the ability to collaborate across technical and business teams.
- Strong interpersonal and communication skills, with a high sense of responsibility and a willingness to learn.
- Ability to communicate effectively in English (both written and spoken).
- ITIL Foundation or related certification is an advantage.
