Change Manager

Full time at Kyndryl in UAE

Posted on February 5, 2025

Job details

locations KAE51629 Abu Dhabi (KAE51629) Regus Al Bateen C6 time type Full time posted on Posted 2 Days Ago job requisition id R-32387 Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role Join Kyndryl as a Change Manager and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Change Manager, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process. You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution. As a Change Manager at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged. With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan. If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities. Key Responsibilities:

Manage and monitor process performance to ensure operational efficiency and effectiveness.
Maintain and update process documentation to reflect current practices and standards.
Educate team members and stakeholders on process guidelines and best practices.
Roll out new processes and ensure smooth implementation across the organization.
Identify and implement process improvements to enhance service delivery and operational performance.
Run process governance activities to ensure compliance with established standards and frameworks.
Collaborate with cross-functional teams to drive continuous improvement initiatives.

Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. We are looking for an experienced Change Manager to oversee and optimize process performance within multi-vendor environments. The ideal candidate will be responsible for maintaining process documentation, educating stakeholders, and identifying areas for process improvement. This role requires a strong understanding of ITIL frameworks and change management principles. Required Skills and Experience:

Experience: 5-10 years in Operations Process Management within multi-vendor environments, with a proven track record of successful process optimization.
Certifications Required:
- ITIL Foundation Certified
- ITIL Intermediate Certified
- Certified Change Manager

Preferred Skills:

Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Ability to work effectively in a dynamic, fast-paced environment.
Experience with process governance and compliance.
Proven ability to lead and manage change initiatives.

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. #J-18808-Ljbffr

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