Ambu is currently looking for a ITIL Problem & Change Manager to be based in Penang, Malaysia. 

The ITIL Problem & Change Manager is responsible for improving service stability while ensuring that changes are delivered safely, efficiently and with minimal business disruption. 

The role combines proactive problem management with effective change governance to reduce recurring incidents, improve service quality and enable continuous business improvement. 

Key responsibilities 

Your main responsibilities will include: 

Scope 

• Own the Problem Management practice. Lead the end-to-end Problem Management process, ensuring recurring incidents are identified, analysed and permanently resolved through structured Root Cause Analysis (RCA). 

• Own the Change Management practice. Govern the complete Change Enablement process, ensuring that all changes are appropriately assessed, approved, communicated, and successfully implemented while balancing business agility and operational risk. 

• Drive operational excellence. Improve service reliability by reducing repeat incidents, increasing change success rates, and embedding continual service improvement across IT operations 

• Collaborate across IT and business. Act as the central coordination point between Operations, Infrastructure, Application teams, Service Desk, Security, Vendors and Business stakeholders. 

Problem Management 

• Lead root cause investigations. Facilitate structured investigations using recognised analysis techniques to identify underlying causes rather than treating symptoms. 

• Manage the problem lifecycle. Prioritise, document, monitor and close problems while maintaining an accurate Known Error Database and ensuring lessons learned are shared. 

• Identify trends and risks. Analyse incident data to identify recurring issues, emerging risks, and improvement opportunities before they impact the business. 

• Drive preventive improvements. Coordinate corrective actions across technical teams and vendors to eliminate recurring issues and improve long-term service stability. 

Change Management 

• Govern the change process. Ensure all changes follow agreed governance, risk assessment and approval processes while supporting timely delivery of business initiatives. 

• Facilitate Change Advisory Board (CAB). Plan, prepare and facilitate CAB meetings, providing clear recommendations based on business impact, technical risk and implementation readiness. 

• Coordinate change execution. Oversee implementation planning, scheduling, communications, rollback planning, and post-implementation reviews to maximise successful outcomes. 

• Measure change performance. Monitor KPIs such as change success rate, failed changes, emergency changes, and business impact to drive continual improvement. 

Suggested candidate profile 

Skills and experiences can be earned in many different ways, and we understand that the best fit for the role cannot be prescribed on paper. You are however likely to succeed in this position if you: 

• Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering, or a related field & discipline. 

• Minimum 5 to 7 years of experience in service delivery. 

• Extensive experience in using ITSM platforms (preferably ServiceNow). 

• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management processes with ITIL certification with a focus on IT Service Operations is strongly preferred. 

• Proven ability to manage client relationships and expectations effectively. 

• Experience in proposal development and project estimation is a plus. 

• Strong oral and written communication skills in English. Strong communication skills in cross-culture communication. Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding 

• Planning / Co-coordinating abilities 

• ITIL process understanding at least at Foundation level and preferably at Intermediate level. 

• Proactive and problem-solving mind-set. 

• Understand the need to work cross-functionally. 

• Business oriented. Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions 

• Structured 

• Experience in IT Service management (ITSM), process improvement, reporting, IT Roadmaps 

Ambu – a visionary and international workplace where your efforts matter 

Ambu is a company that expands rapidly and has ambitious growth targets. We meet these targets through interdisciplinary teamwork between motivated and highly skilled employees. Your contributions and efforts are crucial to our success and by joining us you will get the opportunity to work in an international head office with an informal working environment. 

We offer great opportunities for personal development. Furthermore, we offer a wide range of professional, social and financial employee benefits in addition to exciting job challenges and continuous professional and personal development.