Change, High Priority Incident and Problem Manager

Change High Priority Incident and Problem Manager

• Part of Genuine Parts Company the global leader in automotive parts and accessories
• Rowville location free parking.
• New created role

Seeking a new challenge Join us in this newly created role as our Change Incident & Problem Manager based in Rowville. Free onsite parking.

At Genuine Parts Company we keep the world moving. We never stand still and constantly transform the way we move forward people parts and progress. That means it is always an exciting time to be part of GPC Asia Pacific.

As Change Incident and Problem Manager you will play a pivotal role in ensuring seamless operations across both existing and new business environments keeping people systems and processes moving efficiently Asia Pacific wide. This role encompasses the end-to-end management of Change Requests Major Incidents and Problems along with the continual development enforcement and improvement of related policies and processes to support organisational growth stability and innovation.

Key areas of responsibility:

Change Management

• Own document and update the Change Management policy for GPC Asia Pacific including Change blackout periods ensuring alignment with organisational needs and integration of both existing and new business operations.
• Conduct weekly Change Advisory Board (CAB) meetings ensuring attendance from all applicable representatives across key teams.
• Seek appropriate approvals for Change Requests
• Ensure key stakeholders have been engaged in relation to Change Requests
• Verify appropriate Change process is followed
• Resolve conflicts of Change Requests
• Provide regular reporting on Change Requests trends and outcomes including insights for senior management.
• Guide staff on the process of Change Management and the use of the ServiceNow ITSM tool
• Collaborate with global teams to align and enhance Change Management processes and practices.

Incident Management

• Own document and update the High Priority Incident Management policy for GPC Asia Pacific integrating existing and new business requirements.
• Lead and coordinate high priority incidents across Asia Pacific including:
  • Organising and facilitating incident bridges
  • Coordinating vendors and internal resources
  • Managing incident communications to stakeholders
  • Driving rapid resolution and service restoration
• Understand the impact and urgency of an Incident and prioritise appropriately
• Proactively control and drive incident resolution for high priority incidents in live bridge calls with internal and external parties
• Ensure accurate timelines and actions are captured within ITSM tool
• Engage and update key stakeholders across the GPC Asia Pacific organisation
• Conduct Post Incident Review (PIR) sessions with relevant stakeholders documenting root cause impact and recommended improvements.
• Report on High Priority incidents outcomes trends providing monthly updates to the CIO
• Highlight trends to management
• Maintain a 24/7 High Priority Incident line always ensuring coverage and readiness.
• Be available on-call to support High Priority Incident Management.
• Chair the High Priority Incident Review Board ensuring attendance of all applicable parties.

Problem Management

• Track update and prioritise Problem records in the ITSM tool integrating both existing and new business operations.
• Understand and prioritise active Problems
• Conduct Problem Review Board meetings ensuring all required parties attend and contribute.
• Ensure Problem tasks are progressed to resolution in a timely manner
• Verify root cause analysis of Problem tickets has been completed and thorough solutions have been implemented
• Provide reporting on Problem tasks trends and outcomes including monthly updates to the CIO.

Role Requirements:

• ITIL certified essential
• Experience in High Priority Incident Management
• Experience as a Change Manager and leading a Change Advisory Board
• Key stakeholder management and engagement
• ServiceNow ITSM experience (desirable)
• Experience in writing Policies and Reports
• Documenting Reporting and Presenting to senior level management
• Experience as a Problem Manager (desirable)

Looking after you:

• Part of a global organisation where youll build strong work communities across the globe.
• Attractive product discounts across GPC Asia Pacific businesses
• Strong rewards & recognition programs
• A supportive team environment where we work with extremely talented team members.
• Access for team members and their families to our Employee Assistance Program
• Career development and internal employment opportunities across the group
• Strong values-based foundations
• We proactively support our working parents in a variety of meaningful ways and our parental leave top-up allowance is one of the ways we do this.
• Paid volunteer leave allowing you to give back to your chosen charity/community organisation.

Thank you for your interest in becoming part of GPC Asia Pacific.

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