ITSM Enterprise Process Owner - Change | Pharma | Hybrid

• Opportunity to join an international company.
• Be part of a growing technology hub.

Sobre o nosso cliente

Our client is a Pharmaceutical company.

Descrição

• Own the enterprise design, documentation and governance of the Change Enablement process, ensuring it is clear, practical, globally consistent and aligned to D&T operating model principles;
• Define change policies, standards, operating procedures, workflows, roles, controls, measures and decision rights, including change models, Standard & Normal Change criteria, emergency change handling, change authorities and CAB/ECAB governance;
• Monitor execution of change across the organization, ensuring records contain adequate risk, impact, approval, test, implementation, back-out and review evidence, with particular focus on SOx and GxP requirements for in-scope products and services;
• Analyse and report trends in change success, failed change, emergency change, change related incidents, process adherence and service risk, using insight to prioritise remedial action and reduce repeat failure;
• Lead continual improvement of Change Enablement maturity, using performance data, audit findings, stakeholder feedback and operational insight to improve controls, flow, automation and user experience;
• Work through the D&T matrix and wider ITSM EPO team to embed adoption, partnering with Service Delivery Managers, Product Managers, Architects, Engineers, Cyber, GRC, regional/site teams, suppliers and change authorities to resolve cross-functional change issues;
• Establish and monitor change KPIs, controls and governance reporting, including compliance, SLA/OLA performance, backlog health, schedule adherence, approval quality, change success and improvement delivery;
• Provide process expertise and constructive challenge during service transition, supplier mobilisation, ServiceNow configuration, new service onboarding, process change and post-go live hypercare;
• Ensure change requirements support regulated, audit-sensitive and business-critical environments, including appropriate evidence, traceability, segregation, risk assessment, approval, scheduling and exception handling;
• Run and manage CAB/ECAB and related change forums, ensuring changes are reviewed, challenged, prioritised and coordinated with clear decisions, actions and follow-up;
• Collaborate with suppliers to ensure contractual change obligations, SLAs, operational handoffs and reporting requirements are understood, embedded and continuously improved.

Perfil ideal

• Degree-level education or equivalent professional experience in technology, service management, operations, business process management or a related discipline;
• ITIL Foundation or equivalent service management experience required;
• ITIL Managing Professional, ITIL Practice Manager, COBIT, SIAM, Lean Six Sigma or process improvement certification desirable but not essential;
• Strong working knowledge of ITSM and ITIL Change Enablement practices, including change models, standard, normal and emergency changes, CAB/ECAB, risk and impact assessment, authorisation, scheduling, implementation evidence, post-implementation review and continual improvement;
• Understanding of global service delivery models, managed services, supplier governance, service transition, ServiceNow-enabled workflows and the importance of clear RACI, controls, metrics and reporting;
• Awareness of regulated technology environments, including GxP, SOx, ITGC, cybersecurity, audit evidence, data integrity and operational resilience expectations;
• Ability to lead through influence in a matrix environment, building alignment across service delivery, product, engineering, cyber, GRC, site teams, suppliers, change authorities and the wider ITSM EPO team without direct line authority;
• Strong process design, facilitation, governance, analytical and problem-solving skills;
• Able to assess change risk, evidence quality and data integrity, identify trends, translate operational insight into improvement priorities and communicate clearly with technical and non-technical audiences;
• Comfortable challenging ways of working constructively, delivering difficult messages with diplomacy and driving sustained adoption of standard change practices.

Vantagens

• Perm contract;
• Hybrid work.