Change Manager

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About this opportunity
Ericsson is introducing an exciting opportunity for a Change Manager. This pivotal role ensures a smooth and efficient approach to modifications across customer services, resources, telecom and IS/IT infrastructure, balancing the need for innovation with minimal disruption and driving the right processes and procedures to support customer satisfaction and service continuity.
In this role, you will act as the single point of contact for the customer, chair CAB calls, drive the Change Management process and ensure activities are compliant with agreed work level agreements and work instructions. You will support the ongoing evolution of the customer's infrastructure and service portfolio while reducing outages, disruptions, rework, incidents and problems associated with change.
What you will do

• Serve as the single point of contact for customers, chair CAB calls and drive the Change Management process.
• Receive, analyse, prioritise and properly record Change Requests in the Change Management tool.
• Ensure risk and impact assessments are performed, documented and supported by mandatory information, including pre/post-check evidence, test results and CAB approvals.
• Prepare documentation for CAB meetings, identify appropriate CAB members and chair CAB governance discussions.
• Manage the Change Schedule in line with CAB definitions and communicate approved and planned changes to the customer and all relevant internal and external stakeholders.
• Ensure rollback procedures are included in Change Requests, review and close completed or failed requests, and maintain CMDB updates following network changes.
• Review outcomes and recommend process improvements, including continuous service and process improvement strategies to reduce incidents and problems associated with change.
• Identify resistance and performance gaps, proposing and executing corrective actions where required.
• Advocate for knowledge sharing within the team, provide training when required and support all stakeholders involved in the Change Management process.
• Participate in the creation or update of Change Management process documentation and procedures.
• Drive Change Management compliance across customers and support KPI fulfilment for the Change Management function.

You will bring

• A degree in Engineering, preferably in Electronics, Computer Science, Telecommunications or an equivalent field.
• Strong knowledge of the ITSM and ITIL frameworks, including ITIL-aligned change management processes.
• Experience with release management, release and change management, Change Advisory processes and Change Requests.
• Understanding of Ericsson Operations Engine mode of operations and MS TOP.
• Knowledge of corrective and preventive action, governance, risk and compliance, and technical documentation.
• Strong telecommunications fundamentals, including mobile network architecture, network configuration and change management.
• Experience with KPI analysis, KPI degradation, troubleshooting and performance improvement.
• Strong analytical, problem-solving and synthesis skills, with the ability to think strategically.
• A customer-oriented and business-minded approach, with strong stakeholder management capability.
• High accountability, integrity and the ability to work proactively under pressure.
• Strong communication skills, including the ability to share knowledge, provide training and contribute to a learning culture.
• Understanding of machine learning, artificial intelligence and cloud technologies.
• A commitment to ethics, compliance, principles and values.

What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Australia (AU) || Sydney