ROLE PROFILE

Role Title: Engineer Change Management Reporting to: Senior Manager Service Assurance
Business Unit: Sales and Service
Department / Section: Operations & Services

A. ROLE & CONTEXT

Purpose:
This role is responsible in ensuring change
initiatives meet objectives on time and on budget
as well as balancing Ooredoos customer needs.
The primary responsibility will be creating and
implementing Change Management strategies and
plans that maximize employee adoption and
usage.
B. ROLE ACCOUNTABILITIES
Overview
Context/ Background:
Operations & Services is a major part of the
companys first line customer facing activities and has
a significant role to play in both the achievement of
customer satisfaction as well as service assurance as
defined in the annual business plans.
The Business Installation and Field Services team
offers installation and maintenance of a full range of
complex and sophisticated solutions for
Ooredoos Strategic Accounts, Commercial,
Government and SME & SOHO customers.
Change Management is an integral part of the Service
Assurance, responsible for the Changes planned
within the infrastructure which impact Ooredoos
customers as well as ensuring that the customer
requested changes are deployed without impact to the
customer and within agreed SLAs.

Applies Change Management processes and tools to create a strategy to support the adoption of the
changes required by an initiative and lead the same.
Responsible to drive faster adoption, higher ultimate utilization of and proficiency with the changes that
impact Ooredoos Business Customers, Partners as well as the organization itself.
Ensures that the introduction of new and modified customer services happens in a planned & controlled
manner.
Establish parameters to measure the early adoption, effective utilization and proficiency to new change
initiatives from different departments.
Identify deviations in performance from the Change Management standards and implement strategies for
corrective action to achieve full organizational compliance.
Assess the Change impact by conducting impact analysis, assess change readiness and identify key
stakeholders.
Manage and implement Customer Requested changes to agreed SLAs and with no negative impact to the
customers services
Define and measure performance metrics and monitor progress.
Support and engage senior leaders.
Manage stakeholders.
Identify, analyse and prepare mitigation tactics to mitigate risk
Evaluate and ensure technical team readiness
Manage the Change load so as to minimally impact customers
Track and report issues
Provide input, document requirements and support the design and delivery of training programs.
Produce management information, including KPIs and reports
All other duties as assigned
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Business Impact
This role has a significant impact on the customer satisfaction index if Change Management services
are not carried out to standard and in a timely and efficient manner it could affect Ooredoos business
standing in the market, damage its reputation and reduce customer uptake and retention.

Costs & Profitability

The role has a serious but indirect impact in terms of the standard of assurance services given to business
customers. The standard of these services influence customer retention / uptake, which in turn impacts
costs and profits.
Optimize resources and identify cost savings in Operations.

Problem Solving
Independently resolve issues in relation to day to day activities within own area and team. More complex
problems would be resolved in consultation with a superior.
Ensure all issues are reported timely and accurately. Ensure all issues are solved within permitted
timeframe.
Ensure service standards to maintain Ooredoos reputation and ensure customer satisfaction
.
Planning & Organizing
Organise and plan own time / workload to meet deadlines and avoid workload conflicts
Ensure reasonable and efficient use of time, manpower, technical resources and communication in order
to provide accurate and timely information and to meet project deadlines
Develop plans and procedures to implement activities to improve quality and efficiency of the department
Monitor department and outsourced teams performance in line with BU score card.

C. KEY RELATIONSHIPS & DECISION MAKING

Team working, Coaching/Development & Leadership (Coaching & Leadership applicable to people
managers)
Motivate, coach, lead, and develop self and support staff to ensure high quality performance and that
departmental goals are met
Work with relevant BUs / teams to form timely resolutions to any problems

Communicating, negotiating & influencing

Form cross functional relationships with all relevant support BUs to ensure work is done in a timely fashion.
Communicate with all relevant departments within Ooredoo to ensure the execution of services to high
standards and in a timely manner with regular follow-up. Negotiate deadlines.
Communicate with other departments in the BU to ensure exchange of relevant data
Management for requested reports
Customers, Suppliers, Contractors and Third Party Vendors.
Decision Making
Determines Independently:
Operational decisions pertaining to own work area, and best lines of action to take
Day to day decisions pertaining the teams roles and responsibilities in order to support the manager
in their development of activities
Determines with the Superiors:
Support in all tactical decision making by providing all inputs.
D. KEY PERFORMANCE INDICATORS (KPI)- (To measure and monitor the performance of the role in the
context of the Section/Departments activities)
Execution of planned changes with minimal interruption of services
Improved customer experience.
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Improved operational efficiencies and optimum processes.
Documentation of all work instructions and operations processes.
E. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge Minimum Entry Qualifications
5 years of Change/Incident/Problem BE/B.Tech Degree or equivalent in years of
Management experience. progressive experience in B2B Telco
Working knowledge of environments.
Incident/Problem/Change Management
frameworks such as ITIL v3 with minimum Preferably ITIL V.3 Expert Certification.
certification of Intermediate level.
Excellent ability to manage multiple high
priority efforts/competing priorities and
flexibility to adjust to changing requirements,
schedules and priorities.
Self-driven and resourceful to achieve goals
independently as well as work well in groups.
High level of IT literacy.
Ability to understand complex business
processes and technical environments.
SKILLS
Excellent written and verbal communication skills within multiple levels of the organization, including
interaction with senior level stakeholders, internal and external.
Strong influencing and relationship management skills.
Customer oriented
Team-player
Relevant technology skills.
Relevant product and solution skills

APPROVAL:
Line Manager : Department Head: Compensation Team

Date: ___/___/____ Date: ___/___/____ Date: ___/___/____