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­Job Title: IT Change Manager 

Reports To: Senior Manager Operational Support and Analysis            Location: Malta         

Start Date: ASAP                                                                                      Employment: Full-time Perm           

 

Summary

 

The IT Change Manager is responsible for managing the life cycle and coordination of all IT system changes across Toppan Security’s customer portfolio. The primary objective is to enable beneficial IT changes to be made, with minimum disruption to the customer systems and facilitate Continuous Service Improvement in line with the ITIL framework.

 

 

Duties and Responsibilities include the following:

 

ITIL Change Management Practice

• Manage all aspects of the end-to-end Change Management process as per ITIL framework.
• Roll out system IT change management to new Toppan Security programs for customer solutions, working closely with the relevant stakeholders.
• Manage the change process by program depending on its maturity level and customer contractual obligations.
• Monitor compliance with IT change management policies and procedures, maintaining and reviewing periodically.
• Document the IT change methodology, review procedures and checklists incorporating updates through continuous improvement and feedback loops.
• Support internal/external audits with Change Data.
• Ensure all attributes of changes are considered, release notes, test reports, deployment, rollback, risk mitigation, documentation updates, evidence etc.
• Encourage and support the upkeep of the IT change process across all programs, by training stakeholders (internal, customer, and 3^rd parties) on the change management process and tools.
• Take ownership of the Change Management module, as part of the service management tool adopted by the support teams. This may include the configuration of tool workflows etc.
• Take ownership of registers and/or file structures, including audit requirements for the collection of associated evidence and approvals required throughout the Change life cycle.
• Conduct impact analyses, assess change readiness, resource requirements, schedule of change, and identify key stakeholders.
• Monitor and report the success rate and downtime of changes, look for and report on trends, both positive and negative, to feed into continuous service improvement.
• Provide periodic metrics, and/or ad-hoc as required to monitor performance. Review and introduce new ways of working to improve outputs also translated into metrics.
• Identify, quantify, prioritize, and manage change risks; develop and manage risk mitigation plans; and escalate to project board/core team for contingency plan execution as necessary

 

ITIL Asset Management Practice

• Manage the asset management process in collaboration with the relevant stakeholders using the centralized asset tool (Service management tool).
• Review and maintain the asset management policies and procedures.
• Roll out the IT asset management process to Toppan Security programs for customer solutions, working closely with the relevant stakeholders.
• Manage and maintain IT asset management for customer solutions, through agreed processes, working closely with the relevant stakeholders covering hardware, software, licenses, warranties, ownership and compliance for the identified relevant IT assets items which are part of the customer solutions in support of Configuration management.

 

ITIL Configuration Management Practice

• Manage the configuration management process in collaboration with the relevant stakeholders using the centralized service management tool, based on the majority level of the process by program and the respective contractual obligations.
• Manage and maintain configuration management for customer solutions through agreed processes, working closely with the relevant stakeholders for tracking versions, relationships and states for the identified relevant configuration items (CIs) in the live/production customer environments.
• Ensure the availability and management of the CIs for the ITIL practices including Incident, problem, change are release management processes
• Review and maintain the configuration management policies and procedures.

 

Collaboration and Stakeholder Management

• Coordinate and chair periodic IT Change Advisory Board meetings by customer and/or region as per requirements and process maturity involving all the required stakeholders and management to encourage adherence to the process.
• Collaborate with all stakeholders to confirm change requirements are known and accepted.
• Collaborate and support the implementation and support teams with the delivery of Root Cause Analysis and associated reports when changes do not go to plan or changes are rolled back and put in place mechanisms and processes to prevent recurrence.
• Support planning, scheduling and controlling the movement of releases to test and live environments. Ensure the client and Partners & Suppliers are aware of Operational Changes/Releases and on hand to support as required.
• Participate in Business Continuity planning, Disaster Recovery planning, testing and recovery operations when either scenario is invoked.
• Be held accountable for timely communication of status or critical decisions needed from accountable executives – proactively identify options/recommendations

 

Customer Focus

• Participate in Customer Service Review boards or other required meetings providing specific change data for customer reports.
• Ensure deployments do not impact on the availability of critical systems, minimizing downtime for all deployments into the Live environment.
• Support the coalition of any feedback made during the Customer Acceptance Testing is captured and acted upon feeding into the CSI process.
• Other duties may be assigned as required.

 

Qualifications and/or Certification  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 

• Higher level education in software engineering or computer science or below listed certifications
• ITIL foundation v3 or v4
• ITIL intermediate module v3 or v4 (desirable)

 

            Experience

• 3+ years in formal IT change control, release, and deployment within ITIL-based enterprise environments or similar role, or with a strong technical background in IT field whilst adopting various ITIL practices in enterprise environments.
• Solid technical understanding to assess change requests or escalate when needed.
• Proven experience working across international teams and diverse cultures.
• Proficient with ITSM tools.
• Skilled in managing relationships with third-party suppliers.
• Experience leading IT change management in multi-site, multi-client, and multi-environment settings (desirable).

 

Language & Computer Skills

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to interpret technical journals, specifications, international technical standards, etc.
• Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.
• An aptitude for IT and an up-to-date knowledge of common applications and systems

 

Expectations

• Strong interpersonal and stakeholder management skills; effective communicator across all levels and cultures, with outstanding customer-facing and relationship-building skills.
• Excellent problem-solving and critical thinking; accountable decision-maker in complex situations.
• Energetic, goal-oriented, and professional in fast-paced, result-driven environments.
• Confident in constructively challenging technical experts to explore all solutions.
• Quickly understanding complex technological architectures.
• Influential leader who motivates teams and provides clear direction and purpose.
• Attentive listener with a strong grasp of stakeholder and customer needs.
• Consistently upholds high professional standards.

 

Work Environment

• Employees work primarily in an open office environment.

 

Work Requirements

• Compliance with all relevant customer and Toppan Security policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
• Should be able to accommodate slight changes in working hours such as collaborative work with stakeholders in different time zones, occasional planned work over weekends for specific high priority project deliverables, or major changes.
• Employee must possess, or be able to acquire a valid passport, with a possibility of up to 10%
• Must be legally eligible to work in the EU, and able to achieve security clearance or vetting (Clearance requires a candidate to be an EU Citizen or has been regularly working within the EU for the past 5 years).