Change and Service Level Manager

Change and Service Level Manager

Job Description:

Position Overview:


Change and Service Level Manager will lead the strategic management of change processes and service level agreements (SLAs) within the Enterprise Service Management department of Broadfield Holdings in Malaysia. This role ensures seamless implementation of changes, adherence to SLAs, and continuous service improvement across diverse regions.

Key Responsibilities:

Change Management:

• Implement and oversee structured change management processes to minimize service disruptions.
• Conduct impact analyses, risk assessments, and ensure compliance with governance

practices.

• Collaborate with cross-functional teams to align changes with business objectives.

Service Level Management:

• Design, negotiate, and maintain SLAs and OLAs with internal teams and external

vendors.

• Monitor performance against contractual service levels, ensuring timely corrective

actions.

• Establish a robust service review process and drive continuous improvement initiatives.

Leadership & Strategy:

• Act as a coach for senior leaders, fostering a culture of accountability for change and

service management.

• Provide regular reporting on SLA performance, change success metrics, and

improvement opportunities.

Stakeholder Engagement:

• Build strong relationships with business units, IT teams, and external suppliers to ensure alignment of service delivery goals.

Qualifications:

• 15+ years of experience in IT Service Management within an MNC environment.
• Strong expertise in ITIL frameworks, change management methodologies, and SLA

governance.

• Proven track record in managing large-scale organizational changes and service delivery improvements.
• Exceptional communication, negotiation, and leadership skills.

Preferred Skills:

• Certifications in ITIL, PMP, or Change Management (e.g., Prosci).
• Experience with ITSM tools like Remedy or ServiceNow and cloud native tools like JIRA

Job Types: Full-time, Permanent

Pay: RM8,000.00 - RM15,000.00 per month

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Work Location: In person