| Job Purpose | The Planning and Change Manager will be responsible for engaging business stakeholders and Suppliers to identify improvement opportunities, to develop the supporting analysis and documentation required, including business case, business processes, and planning the business forward schedule of changeTo create and deliver a plan that encompasses opportunities to improve services delivered by Supplier, by identifying ways to improve business processes, new technical capabilities, recurring incidents that require changes to rectify
Development of Forward Schedule of change and management of the plan throughout the lifecycle of change, ensuring any change to business process is communicated to all users
Critical success factors will include working with the business to identify the business opportunities and then determining how to address these
Working closely with other areas within Business Solutions Centre to identify opportunities for improvement across all functions
Ensure that all users have been adequately trained to use the new or change service
Drive incremental revenue, reduce cost to serve and improve guest experience |
| Responsibilities |
- Responsible for identifying improvement opportunities, develop the supporting analysis and documentation including business case, process improvement activities
- Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new Supplier processes or functions into the "business as usual" environment
- Ensures that there is a business perspective on how the new technical capabilities will be delivered to the business, including planning around key business cycles, selecting appropriate customers for migration, etc
- Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live
- Assists the user community in the provision of transition support and change planning, and liaises with the project, change team and Business Solutions Centre
- Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures
- Defines the series and sequence of activities to bring stakeholders to the required level of commitment, prior to going live
- Tracks and reports against these activities to ensure progress
- Defines and manages the activities to ensure achievement of the business case after delivery
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| Requirements | Qualification & Education:
University degree in Computer Science, Informatics, Business Administration or related technical discipline
ITIL qualified to Expert level
Understanding of IT systems development/implementation approaches
Experience
5 to 10 years of experience in IT Management and Service Management. Understanding of application database structures, business rules engines and web services
Evidence at leading change activities and high level stakeholder management
Extensive experience of Airlines and Passenger Services Systems and Expert Systems in particular
Business Experience of Airline Processes and Systems a must
Proven ability to adapt to working overseas in a multi-cultural environment
Proven ability to work as part of a team with ability to work closely with business teams
Training & Knowledge:
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