Customer Change Specialist

Orro Group

Customer Change Specialist coordinating customer changes in IT infrastructure at Orro, employing ITIL processes and managing multiple stakeholders in a hybrid role.

Posted 6/25/2026full-timeMakati • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Own the operational coordination of customer changes across managed environments
Coordinate CAB activities including agenda preparation, scheduling, action tracking, governance reporting and management of maintenance windows and blackout periods
Follow up with technical teams across Networks, Cyber, Cloud, Collaboration and Service Desk to make sure approved changes are resourced, progressed and completed on time
Work inside customer systems and portals where required to raise, track and progress changes
Lead post implementation reviews for major, failed or high risk changes, capturing lessons learned and driving service improvement actions
Produce customer facing and internal reporting on change activity, SLA adherence, failed changes, trends and improvement opportunities

Requirements

What you’ll need

Minimum 3 years experience in a Change Coordinator, Change Analyst or similar ITSM role within a managed services or large enterprise environment
ITIL v4 Foundation certification with practical experience applying ITIL change management in a live operational environment
Hands-on experience with ITSM tooling such as ServiceNow, Jira Service Management, BMC Remedy or similar
Strong written and verbal communication skills with the confidence to engage technical teams, customers and senior stakeholders, and to translate technical detail into clear business language
High attention to detail and the ability to manage multiple changes, deadlines and stakeholders concurrently without losing composure or quality

Benefits

Comp & perks

HMO with dependent cover
Extra vacation leave
Public holiday swaps that reflect cultural and family diversity
Extended maternity leave
Flexible work options
Leadership and development programs
Paid volunteer leave
Extra allowances
Employee discounts
Access to a wellbeing platform filled with expert fitness, nutrition, and mental wellness resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

change managementITSMSLA adherencereportingpost implementation reviewsaction trackinggovernance reportingservice improvement

Soft Skills

communicationattention to detailstakeholder managementorganizational skillsproblem-solving

Certifications

ITIL v4 Foundation