Control & Governance Manager

Change Control
-The Change Control role within Customer Service Management team is a critical and strategic function responsible for managing and governing the lifecycle of software solution delivery across the organization. This role ensures that all change requests, enhancements, and large-scale transformation initiatives are handled in a structured, controlled, and efficient manner. The role operates at the intersection of business and technology, ensuring alignment between organizational objectives and technical execution.

Change Control is not limited to operational execution but also involves portfolio leadership, governance, stakeholder alignment, and continuous improvement of delivery processes. The role requires a balance of leadership capability, technical knowledge, and strong interpersonal skills to ensure that software solutions are delivered with high quality and minimal disruption to services.

• Leadership in software solution delivery lifecycle is a core responsibility of this role, covering activities from change requests to large-scale projects. This includes conducting discovery sessions to understand the diversity of business needs and translating those needs into actionable requirements. The role ensures that requirements are clearly defined, documented, and aligned with both business objectives and technical feasibility.
• Solution design is a crucial phase where the role contributes to defining architecture, identifying dependencies, and ensuring scalability and sustainability of solutions. The process continues through development and testing phases, where quality standards are maintained, and solutions are validated against requirements. Finally, the role ensures that releases are deployed into service with minimal disruption and maximum efficiency.
• Portfolio leadership discipline with operation governance is an essential aspect of this role. It ensures that software solution delivery is aligned with multi-project planning considerations. This involves overseeing multiple projects simultaneously, understanding dependencies, and ensuring that resources are optimally allocated. Governance frameworks are applied to maintain consistency, mitigate risks, and ensure compliance with organizational standards.
• Communication with stakeholders of the PSSM organization is a continuous and structured activity. The role provides updates on progress, addresses questions or concerns, and escalates issues when necessary. Ensuring awareness of progress to plan is critical so that stakeholders remain informed about timelines, dependencies, and potential impacts of pending changes. Clear communication fosters transparency, builds trust, and enables effective collaboration.
• Preparing updates for each stage of the change control and solution delivery process is another key responsibility. Updates are clear and concise for multiple teams to review and implement changes effectively. Documentation is structured to ensure traceability, alignment, and ease of understanding across cross-functional teams.
• Interaction with stakeholders is essential to define changes, submit change requests, coordinate implementation plans, and track progress on delivery. The role involves prioritizing tasks and resources to meet timelines while adapting to changes in scope or requirements. Flexibility and responsiveness are critical to managing evolving business needs.
• Defining delivery plans with roadmaps and timelines aligned to multi-project planning considerations ensures that solution delivery remains coordinated and efficient. The role ensures that changes do not conflict with other projects or system updates, requiring a deep understanding of dependencies and proactive planning.
• Governance on change controls throughout the delivery process to product release ensures quality of service. This governance framework ensures that all changes are reviewed, approved, and implemented according to established standards, resulting in an optimal User eXperience (UX) for customers. The focus remains on consistency, reliability, and customer satisfaction.
• Traits
  -A growth mindset is a foundational trait for this…