Global IT Change & Problem Manager

Job content

Job Summary

The Change & Problem manager is responsible for the day-to-day management of the ITIL Change and Problem processes at Swissport. They will ensure policies and processes align with Swissport business requirements and that they are adhered to by all IT personal and relevant support vendors. Working closely with the Support teams, the Change and Problem manager will ensure that disruption to IT operations is minimised and that, when outages happen the problem process is used to identify the root cause and ensure the issue does not reoccur. Use of data analysis, reporting and relevant dashboards will be expected to show how the Problem and Change processes provide value over time.

Job Responsibilities

• Continually review, maintain and update the Change and Problem processes and policies
• Coordinate and manage weekly CAB review meeting, ensure all stakeholders are in attendance and that changes comply with Swissport Change management policy
• Produce change schedule, ensuring all changes are scheduled without conflict and without causing a bottleneck to business requirements
• Review/Close Changes, collate all documentation and initiate post implementation review meeting with the CAB attendees
• Demonstrate adherence to relevant policies and processes through structured reporting and dashboards
• Drive regular process assessment and track opportunities for improvement
• Provide support, guidance and training on Change and Knowledge processes
• Ensure that process updates are communicated to all stakeholders
• Ensure Knowledge is categorised, reviewed and ownership is maintained
• Coordinate weekly top five Problems review call with internal and external IT support teams
• Review and approve submitted knowledge documents
• Publish approved Knowledge and enforce access controls in SKMS
• Chair ECAB meetings where needed for emergency changes
• Create and monitor Critical Success Factors (CSF) and Key Performance Indicators (KPI) ensuring that performance targets are met
• Receive log and allocate priority on all change requests

Compliance

• Adhere to Swissport IT Policy
• Adhere to Swissport ITSM standards & policies
• Adhere to Swissport IT Enterprise Architecture standards
• Adhere to Swissport IT Program & Program Management standards
• Adhere to Swissport IT Security standards & policies
• Adhere to any other Swissport non-IT compliance standards
• Adhere to Swissport IT Vendor Management framework
• Ensure adherence to the Corporate QHSE Manual

Qualifications and Competencies

• 3 years’ experience as Change manager
• ITIL v3/v4 certification to at least foundation level
• Knowledge management experience
• Knowledge of ISO 20000 standard and its applicability
• Well-developed listening, communication and decision-making skills
• Ability to influence people from different levels of the organization
• Strong analytical, planning and problem-solving skills
• Ability to work and succeed in a dynamic and multi-cultural matrix organization
• Broad understanding of a business or service environment and awareness of the factors that influence business decisions and strategy
• Strong written and oral presentation skills
• Fluent command of oral and written English as the corporate language; knowledge of any other language would be an advantage

Equal Employment Opportunity Statement

Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category. Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.

About Us

Swissport International AG, on behalf of more than 850 client-companies, provides best-in-class airport ground services for some 282 million passengers annually and handles approximately 4.8 million tons of air cargo at 115 warehouses world-wide. With a workforce of some 66,000 the world’s leading provider of airport ground services and air cargo handling is active at more than 310 airports in 49 countries on six continents. Swissport delivers unparalleled value in the areas of Ground Handling, Cargo Services, Executive Aviation, Travel Services, Fueling and Aircraft Maintenance. We strive to operate with the core values of People, Professionalism, and Partnership in all that we undertake. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”