IT Quality and Change Manager

**Company Description**
Our mission is to transform the way we live through predictive, personalized and autonomous solutions enabled by unrivalled connectivity and next-generation technologies.

We are the first subsidiary company of NEOM, which has evolved from its technology and digital sector to lead the creation of the world’s first cognitive community.
**Job Description** Role Purpose**

As the IT Quality and Change Manager you will play a critical role in ensuring the highest standards of quality are met across all service delivery channels and responsible for overseeing the lifecycle of all changes to IT services. Your primary focus is monitoring outsourced partner quality assurance protocols and processes to ensure customer satisfaction, error reduction and continuous improvement in service delivery. You will provide delivery oversight by evaluating the quality of our services, identifying areas for improvement, and implementing solutions to enhance the overall service experience for our clients.

The role also encompasses the role of Change Approval Board (CAB) Chair providing oversight of our change management process guiding the evaluation and review of changes to ensure appropriate governance and compliance for all proposed IT changes.

**Activities**
- Ensure third party delivery with the comprehensive quality assurance strategy that aligns with the company's service standards and customer expectations.
- Data Analysis and Reporting: analyst delivery data reports on service performance, customer feedback, and quality metrics to identify trends, issues, and opportunities for improvement.
- Key point of contact for quality-related communication with internal stakeholders and external clients, ensuring transparency and collaboration in addressing quality issues.
- Implement and manage systems for collecting and responding to customer feedback, using insights gained to drive improvements in service quality.
- Oversee all aspects of IT changes.
- Set the prioritization change requests based on urgency and impact.
- Act as the escalation by the change team for the change impact assessments on systems, providing the governance and compliance across processes, and business operations for change acceptance and rejection.
- Provide oversight and governance direction for the maintenance of of the comprehensive documentation for change management processes and plans.
- Continually assess and improve these processes to increase efficiency and effectiveness.
- Change Advisory Board (CAB) Leadership: Chair CAB meetings to discuss and approve changes, ensuring that all changes are reviewed by relevant stakeholders before implementation in alignment with NEOM governance and compliance requirements.
- Ownership of the regular reports on change progress, highlighting successes and areas for improvement.
- Work closely with IT teams, business leaders, and external partners to communicate change plans, gather feedback, and ensure alignment with business goals and strategies.
- Support the organization in adapting to changes in business processes, technology, job roles, and structures. Assist in the development strategies and plans to facilitate quick and efficient adaptation to change initiatives and projects.

**Qualifications** Knowledge, Skills and Experience**
- Minimum of 5 years’ experience in the oversight of Quality Assurance activities and Change Management teams based on ITIL methodologies and practices.
- Minimum of 5+ years’ experience in managing technical change.
- Proven experience in managing a CAB across structured IT service management, or a similar role within an IT environment.
- Certification in change management methodologies (e.g., ITIL, PROSCI) is highly desirable.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to engage and manage stakeholders across various levels of the organization.

**Qualifications**
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Ability to work under pressure and adapt to rapidly changing environments.