Continuous Service Improvement & Change Analyst Job at NTT DATA (Cape Town)

Continuous Service Improvement Analyst

The Continuous Service Improvement & Change Analyst is a specialist responsible ...

Location

South Africa , Cape Town

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor's degree or equivalent in Computer Science, Information Technology, or a related field preferred
ITIL v4 Foundation (ITIL v4 Managing Professional advantageous)
Certification or training in Change Management (Prosci, APMG, or equivalent advantageous)
Certification or training in Continuous Improvement
Data & Reporting certification or demonstrable experience (Power BI, Advanced Excel, other automation or analytics tools)
5 to 7 Years’ experience in IT service management, service improvement, or operational excellence roles within a managed services or enterprise IT environment
Experience analyzing SLA trends, ticket volumes, and client feedback
preparing dashboards and monthly reporting materials
Hands-on experience (configuration, reporting, workflow optimization) with ITSM tools such as Xurrent, ServiceNow, BMC Remedy, Jira Service Management, or equivalent
Proven experience coordinating and/or facilitating change management activities (CAB facilitation in complex environments, post-implementation reviews, Change communications)

Job Responsibility

Conducts analysis of service performance metrics, including incident management, problem management, service level agreements (SLAs), and client feedback and identifies trends, patterns, and areas for improvement
Collaborates with cross-functional teams to identify and implement improvement initiatives - this may include process optimization, automation, tool enhancements, and service design improvements
Collect, analyze, and interpret data to deliver meaningful insights, recommendations, and dashboards for stakeholders
Support the identification and adoption of AI/automation solutions to streamline processes and improve service outcomes. Contribute to measuring and reporting the effectiveness of implemented automation
Generates reports and dashboards to communicate service performance and improvement progress to stakeholders
Engage Service Owners, internal teams, and business stakeholders to gather feedback, understand pain points, and prioritize opportunities
Work with services teams to identify recurring incidents and root causes
help define and implement preventive measures
Review ITSM processes and workflows to identify bottlenecks
propose and implement streamlining improvements

Fulltime

Business Engagement and Service Improvement Manager

Are you an experienced leader in service improvement, project management, or cha...

Location

United Kingdom , Eastleigh

Salary:

58432.00 GBP / Year

Abri

Expiration Date

Until further notice

Requirements

Proven experience leading service improvement, business engagement, change, or continuous improvement teams
Strong leadership and stakeholder management skills
Experience developing Root Cause Analysis capability
Track record of turning insight into meaningful operational and customer outcomes
Excellent communicator, comfortable working with colleagues at all levels
Passionate about building organisational capability in problem-solving, service design, and continuous improvement
Knowledge of the social housing sector would be advantageous

Job Responsibility

Lead and develop a team of Service Improvement Coordinators and Root Cause Analysts
Strengthen Root Cause Analysis capability
Ensure customer and colleague feedback informs decision-making
Work with operational leaders to shape ideas for change
Champion continuous improvement across the organisation
Contribute to forecasting, prioritisation, and sequencing of change activity

What we offer

Competitive salaries
Comprehensive benefits
Excellent working environment

Fulltime

Change Analyst

As the IT Change Analyst you will be responsible for the day-to-day coordination...

Location

United Kingdom , Spalding

Salary:

Not provided

Bakkavor

Expiration Date

Until further notice

Requirements

Experience in an IT change, service management, or operational assurance role
Understanding of change risk, impact, and service stability considerations
Familiarity with ITIL 4 or equivalent service management frameworks
Strong organisational skills and attention to detail
Clear, professional written and verbal communication skills
Confidence to challenge constructively and escalate when required
Analytical and proactive mindset with a focus on continuous improvement

Job Responsibility

Execute the Change Enablement process, ensuring change records are complete, accurate, and compliant with defined policies and standards
Assess change quality, risk, potential conflicts and readiness, escalating gaps or concerns to the Change & Release Lead as required
Coordinate the lifecycle of changes from submission through to closure
Prepare and support CAB, eCAB, and other change forums through accurate ITSM updates and reporting
Assist the Change & Release Lead in collating information for decision-making and enabling them to chair the change forums
Follow-up on Post Implementation Reviews and track outcomes and actions
Ensure Change & Release Lead has all details to conduct PIRs
Maintain accurate change data and reporting to support Change Enablement best practices
Support the Change & Release Lead to drive continuous improvement to the change process

What we offer

Competitive salary and job-related benefits
Holidays
Pension up to 8% matched
Life insurance up to 4x salary
Company share save scheme
Greencore Qualifications
Exclusive Greencore employee discount platform
Access to a full Wellbeing Centre platform
On the job training and development opportunities to further your career

Fulltime

Change Analyst

As part of the Change Management team, you’ll operate within an ITIL‑aligned fra...

Location

United Kingdom , Manchester

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

ITIL v4 Foundation certificate or similar knowledge
Understanding of Change Management methodology & principles (ITIL or similar)
Organised and delivery focused, strong planning skills, effective time-management
Ability to operate within a team and under your own initiative
Knowledge of mobile and fixed line telecoms advantageous
Proven ability to build and maintain relationships with key stakeholders, both internally and externally, through strong communication
Be able to translate complex issues and information into simple, key messages and actions
Ability to interpret, analyse and present appropriate data to all organisational levels
To attain enhanced security clearance where the classification of data you are handling or Customer you are working with requires it

Job Responsibility

Operate within an ITIL‑aligned framework, using standardised processes to manage technology change efficiently and effectively
Minimise change‑related incidents, protect service quality, and support the smooth day‑to‑day operation of VodafoneThree and our customers
Take ownership of the governance of the Change Management process, ensuring all technical changes are thoroughly reviewed, assessed, communicated and accurately closed in line with agreed service level agreements
Play a key role in driving continuous improvement across change planning and deployment, using defined KPIs to maintain platform stability and deliver a reliable experience for VodafoneThree and its customers

What we offer

Excellent basic salary plus bonus and Vodafone benefits
up to 28 days off plus bank holidays
paid time for charity work
discounts
vouchers
pension plan
amazing learning tools
top-notch parental leave policies

Fulltime

Analyst-service performance

This position will be responsible to manage a portfolio of small merchants and d...

Location

Mexico , Mexico City

Salary:

Not provided

Amex

Expiration Date

Until further notice

Requirements

Proven track record of delivering flawless results in a fast-paced environment with priorities that may change daily
Strong team player with remarkable verbal and written communication strategic, consultative and communication skills to present and address complex business issues and opportunities
Ability to establish strong relationships internally with other Business Units and externally with current or potential partners to valuate lead generation and expansion opportunities
Very good statistical and analytical skills
The resilience and composure to remain positive under pressure and continually evolving circumstances
Excellent command of English (both verbal & written) - clear & eloquent, tailored to the audience
Excellent customer service experience with a passion for building customer loyalty through exceptional listening, relationship building and effective communication
Goal oriented with effective time management skills

Job Responsibility

Manage a portfolio of small merchants and drive growth through proactive account development
Drive business results and support delivery of all key business metrics and goals
Comfortable and experienced in establishing and maintaining positive multi-level relationships with clients
Execution of opportunities to drive and improve merchant satisfaction
Develop and deliver creative and optimal solutions to address complex business needs, help grow the relationship and remove pain points
Focus on delivering high quality servicing and merchant experience on developing and executing winning strategies

What we offer

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Senior Change Management Analyst - ITIL Certified

The Senior Change Management Analyst is an experienced individual contributor re...

Location

India , Hyderabad

Salary:

Not provided

Alter Domus

Expiration Date

Until further notice

Requirements

Bachelor's degree in information technology, Computer Science, MIS, or equivalent professional experience
5 or more years in IT service management, IT operations, infrastructure support, application support, release management, project coordination, or production support
3 or more years of hands-on experience supporting an enterprise IT change management process
Current ITIL certification required, preferably ITIL 4 Foundation or higher
Experience reviewing RFCs, maintaining change calendars, preparing CAB materials, supporting emergency changes, and documenting post-implementation review outcomes
Hands-on experience with ServiceNow, Jira Service Management, or comparable ITSM platforms
Strong understanding of ITIL practices, including change enablement, incident, problem, service request, configuration, release, service level, and continual improvement
Ability to translate technical information into business impact, risk, operational readiness, and stakeholder communication requirements
Excellent written and verbal communication skills for meeting notes, status updates, process documentation, and stakeholder communications

Job Responsibility

Apply approved change policies, procedures, templates, workflows, risk models, and approval paths in daily change activities
Review RFCs for business justification, scope, affected services, dependencies, outage needs, approvals, implementation, validation, and backout plans
Return incomplete or unclear records to change owners and document required corrections according to process guidelines
Verify correct classification and routing for standard, normal, emergency, expedited, major, minor, vendor release-related, infrastructure, application, cloud, security, and vendor-driven changes
Prepare CAB agendas, change summaries, risk highlights, schedule views, meeting materials, and decision documentation
Assist the Change Manager with facilitation, timekeeping, risk callouts, notes, follow-up tracking, deferrals, approvals, and action items
Escalate high-risk, high-impact, conflicting, business-critical, or poorly documented changes before CAB review
Evaluate readiness based on service impact, technical complexity, outage duration, customer impact, security exposure, data sensitivity, dependencies, and rollback feasibility
Constructively challenge weak implementation plans, inadequate testing evidence, incomplete dependency analysis, missing communications, or unrealistic rollback steps
Escalate unresolved concerns, policy exceptions, and changes requiring additional review by service owners, cybersecurity, compliance, release management, or business stakeholders

What we offer

Alter Domus Academy with six learning zones and resources from LinkedIn Learning
Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan

Fulltime

Vice President, Customer Service Lead Analyst

Citi's Investor Services provides a comprehensive suite of services across over ...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

5+ years’ experience in global financial institutions, particularly within Custody
Proven leadership experience in managing and developing diverse, high-performing teams across a global footprint
Strong understanding of end-to-end operations processes and a proven ability to drive change in complex environments
Excellent written and verbal communication skills, with the ability to influence senior stakeholders
Demonstrate ability to manage complex situations, identify and remediate risks effectively
Self-reliant, results-oriented problem solver with strong organizational and project management skills

Job Responsibility

Exhibit deep expertise in Custody Business products (Settlements, Asset Servicing, Cash/FX & Tax) to provide comprehensive service support
Lead a team of client service professionals, fostering a high-performing culture and driving staff development
Oversee proactive client query management, including communication, escalation, and remediation of aged queries to ensure high client satisfaction
Develop and maintain strong relationships with internal stakeholders and external clients, managing client escalations and participating in key client interactions
Drive continuous improvement by conducting in-depth analysis, defining root causes, and implementing innovative solutions to enhance client experience
Ensure robust risk management and control by preparing for audits, managing corrective action plans, and conducting risk assessments in compliance with firm policies
Prioritize team workload, track productivity, and adapt communication styles to achieve common goals and maximize service excellence
Influence strategic functional decisions and collaborate with business partners to align service experience with broader business strategies

Fulltime

Senior Service Support Analyst

As a Service Support Analyst you will work as part of a Managed Service team to ...

Location

United Kingdom , Bristol; London; Manchester; Swansea

Salary:

43000.00 - 53000.00 GBP / Year

Made Tech

Expiration Date

Until further notice

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiarity with scripting (Python, SQL etc.) skills and knowledge of how they are used for administration, monitoring and support tool configuration
Familiarity with IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools and knowledge of how they are used for deployments
Experience of running disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
Familiar with following incident, change and problem management processes

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues

What we offer

Flexible benefit platform which includes a Smart Tech scheme
Cycle to work scheme
Individual benefits allowance which you can invest in a Health care cash plan or Pension plan
Optional social and wellbeing calendar of events
30 days of paid annual leave plus bank holidays
Flexible Working Hours
Flexible Parental Leave
Remote Working (part time remote working for all our staff)
Paid counselling as well as financial and legal advice

Fulltime

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Continuous Service Improvement & Change Analyst

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