IT Change Management Lead

About the Company

Ascend Money — The IT Change Management Lead owns the end-to-end change governance framework across IT systems, applications, and infrastructure within a licensed Virtual Bank. This role acts as the primary subject matter expert connecting technology, product, and business stakeholders.

Responsibilities

• Own and lead the full IT change management lifecycle from request evaluation through implementation and post-review.
• Serve as a key person in Change Advisory Board (CAB) meetings; drive approval, prioritization, and scheduling decisions.
• Assess technical feasibility, business impact, and operational risk for all change requests; escalate and coordinate response for high-risk or emergency changes.
• Ensure compliance with ITIL standards, internal governance policies, and regulatory requirements (BOT, PDPA).
• Build and maintain change dashboards, KPIs, and management reports to surface risk and track service quality.
• Lead process improvement and automation initiatives to reduce manual effort and change-related incidents.
• Champion change management best practices across the ITSM function.

Qualifications

• Bachelor’s Degree or higher in Computer Science, Information Technology, or a related field.
• At least 5 years of relevant experience in Change Management, IT Service Management, or Application Support.
• Solid understanding of the ITIL framework and hands-on experience with change management or incident/problem processes.
• Experience using ITSM or ticketing tools (e.g., Jira, ServiceNow) and analytics/reporting platforms (e.g., Google Workspace, Looker Studio).
• Strong analytical and problem-solving skills with a focus on service quality and risk mitigation.
• Excellent communication and stakeholder management skills; ability to collaborate across technical and business teams.
• Ability to communicate effectively in English (both written and spoken).
• ITIL Foundation or related certification is an advantage.

Skills

• Change management lifecycle, CAB coordination, and risk assessment.
• Dashboards, KPIs and reporting for service quality and risk monitoring.
• Process improvement and automation within ITSM.