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SOM - Service & Operations Management Function is responsible for the overall orchestration, control and management of service delivery processes across all services and service providers to enable service management and seamless delivery of end-to-end services within SLA.

The objective of the Change Management Process is to ensure that changes are recorded and evaluated, and that authorized changes are planned, implemented, documented, and reviewed in a controlled manner.

The Change Manager coordinates all relevant tasks from the Service Manager Com-munity with regards to the global Change Management. He/she is responsible for a global harmonized and standard Change Management structure. The Global Change Manager supports the different Change Management function which are managing requests for change (RFC) of the different change categories to provide effective control and reduction of risk to the availability, performance, security and compliance of the business services impacted by the change.

The Change Manager reports directly to the Head of Service & Operation Management of the Global Infrastructure Services (GIS) department.

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  Responsible for the execution of the Process (directly perform or delegate responsibilities) which includes operating the defined and agreed process, interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle
• Manages the global rollout of the Change Management process and organizes the system onboarding
• Managing the day-to-day activities of the process; ensuring operating procedures are documented to support the activities and development of process modifications / im-provements
• Gathering and reporting on process metrics
• Drives the monitoring, control and further development of the (operational) change pro-cess (based on predefined KPI in the global organization)
• Monitoring all information on change management information
• Coordinates all Service and/or Change Managers to ensure the implementation and exe-cution of Change Management process
• Ensures that changes are proceeded (initiated, edited, documented, authorized) according to the defined standards and provides guidance
• Responsible for ensuring the management of changes including service assets, configura-tion items and associated documentation
• Overall communication, ensure transparency of upcoming changes and set up of a global reporting of changes
• Acts as interface between HO, all country and regional IT delivery units as well as external partners concerning Change Management
• Organization and execution of global and/or department-overarching CAB sessions
• Leads the improvement and transformation measures related to Change Management
• Acts as central escalation instance for overarching issues in regard to Change Manage-ment
• Training staff in Change Management principles, processes and procedures

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  Bachelor’s degree in related technical/business areas or equivalent work experience
• Typically requires multiple years of relevant technical and business experience in the area of ITSM and knowledge of the processes of service management
• Positive and integrative collaboration skills establishing strong supportive relationships cross all departments
• High flexibility and willingness to travel internationally
• Fluent in English language skills