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Service Operations Lead

  • Technology
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific

Reports to: Service Assurance Manager

Department: Information Technology

The System Change Management (ChM) Lead is accountable to develops, drives, manages and maintains the Change Management process and associated procedures. The ChM Lead is required to manage and oversees the ChM process and audits the process to ensure execution is in compliance with defined policies, and Standard Operating Procedures (SOP). Also, is responsible for identifying opportunities for improvement and for the auditing the process at an operational level, ensuring the process is effectively managed within the organization.

Key Responsibilities

  • Develop and maintain Change Management processes, procedures and artefacts to ensure they are effective and efficient.
  • Manage day-to-day Change Management activities to ensure:
  • the filtering, logging, classification, prioritization and scheduling of requested changes
  • the required coordination between teams to ensure successful implementation
  • an effective change impact/risks assessment prior to change approval
  • a change audit trail that will support any internal or external industry quality related or compliance audit
  • Validate clear and timely communication to business units and other key stakeholders.
  • Convene and chair Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings to ensure effective and adequate assessment be performed.
  • Convene and chair Post-implementation Review (PIR) meetings to review implemented changes so as to ensure they have met their objectives, to identify areas for improvement and to avoid re-occurrence of failed changes.
  • Convene and chair Pre-Change Assessment (PCA) meetings to ensure adequate evaluation of major changes be performed.
  • Develop and maintain Change Models so as to streamline the Change Management process and establish consistent way to handle common types of change requests.
  • Develop and maintain change filtering guidelines and assessment criteria so as to improve the quality of changes.
  • Identify and drive system and workflow improvements to enhance the Operation automation and customer self-service.
  • Establish and manage the operation of the Change Management System.
  • Monitor the vendor’s performance in Change Management process.
  • Produce regular and accurate metrics and management reports with analysis and recommendations for improvement.
  • Design, maintain and deliver training for Change Management, including a strong focus on processes for maintaining communication with other teams and external service providers.
  • Participate in Root Cause Analysis (RCA) for changes that caused high severity incidents.
  • Provide subject matter expertise to management on a broad range of ITIL standards and best practices.
  • Liaise with the Project Delivery, Development and other Service & Operations teams to ensure alignment between their processes and the Change Management process.
  • Provide technical advice and consultancy to IM, business users and external service providers on Change Management from an operational perspective.


  • Subject Matter Expert level knowledge of at least one of the following, plus experience of at least two others:
  • Minimum 7 years’ working experience in IT, with at least 5 years in related positions and leadership role
  • Tertiary qualification is desirable
  • Certifications in ITIL and ISO20000 are highly desirable
  • Proven knowledge and experience in ITIL and/or ISO20000 implementation
  • Sound knowledge and experience in quality assurance, vendor management, ITIL standards, Change Management, IT operational processes/methodology
  • Strong leadership capabilities, with the capability to develop and guide a team of Change Analysts and to work with only minimal supervision
  • Excellent analytical and problem solving skills
  • Strong communication and interpersonal skills
  • Demonstrated focus on customer service excellence (Mandatory)

Key Competencies

  • Developing Professional Expertise
  • Continuous Improvement and Innovation
  • Analysis and Problem Solving
  • Customer Focus
  • Accountability
  • Interpersonal Effectiveness

Application deadline: 22 August 2019

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.