Khathutshelo Mudzielwana

IT Change Management Responsibilities:

· Establish, maintain, and enforce IT Change Management processes and procedures.

· Propose and implement improvements to ICT change control policies in line with industry best practices.

· Promote awareness and understanding of ICT change control policies and procedures within BSTD and across the Bank.

· Review all scheduled Requests for Change (RFCs) to ensure entrance criteria for impact and risk assessments are fully met.

· Manage the end-to-end lifecycle of RFCs— from registration through implementation to closure—within BSTD.

· Train and communicate the Standards, Processes, and Principles of Change Management to all relevant stakeholders.

· Chair Change Advisory Board (CAB) meetings to assess, prioritize, and approve RFCs against established criteria.

· Collect and prepare change control documentation to demonstrate compliance during audits.

· Lead and support the performance and development of team members.

· Drive continual improvement initiatives for change management practices.

· Recommend new or revised processes to improve change management effectiveness.

· Facilitate effective communication with internal stakeholders.

· Compile and report Change Management metrics and statistics to executive management.

· Manage and track annual budgeting to ensure appropriate expenditure for change-related activities.

· Conduct regular process assessments to advance maturity and effectiveness.

· Oversee and collaborate with the ITSM tool service provider (e.g., ServiceNow).

IT Service Continuity Responsibilities:

· Coordinate IT Service Continuity Management (ITSCM) exercises and real-world recovery activities.

· Manage IT service recovery during Business Continuity Management (BCM) simulations.

· Lead and develop the ITSCM team to optimize performance.

· Define and implement Disaster Recovery (DR) objectives, schedules, and plans, including scenarios like cyber incidents.

· Ensure proper testing of backup, failover, and resiliency solutions to validate functionality and fitness for purpose.

· Manage and justify ITSCM-related costs in alignment with business risks and priorities.

· Continuously evaluate and enhance ITSCM and BCM programs to reduce risk and prevent service disruptions.

· Maintain comprehensive ITSCM communication, command, and control plans, integrated with change management processes.

· Manage BCM testing schedules to meet regulatory and audit requirements.

· Facilitate post-mortem reviews to resolve service continuity challenges.

· Promote process efficiencies and continuous improvement in ITSCM practices.

· Review emergency and disaster recovery plans of third-party vendors to ensure service continuity.

· Maintain master documentation for all ITSCM procedures.

· Coordinate ITSCM interdepartmental teams in support of enterprise-wide BCM needs.

· Manage SME registration to ensure expert support during BCM/ITSCM exercises.

· Collaborate with SMEs and business stakeholders to enhance ITSCM capabilities.

· Work closely with Business Continuity teams to align and support enterprise-wide processes.

· Ensure compliance with regulatory frameworks and ISO standards.

· Conduct annual Business Impact Analysis (BIA) and Systems Impact Assessment (SIA).

Acting Team Lead – Messaging and Collaboration (October 2023 – November 2024):

· Develop, document, and oversee implementation of best practices, SOPs, and standards for collaboration systems.

· Design and execute strategic plans to align collaboration systems capacity with current and future business needs.

· Create and promote roadmaps and adoption plans for solutions such as M365, AV/VC, VDI, and digital signage.

· Implement performance measurement methodologies and provide reports, metrics, and improvement recommendations.

· Lead investigation, planning, design, testing, and implementation of collaboration systems in line with business needs and industry standards.

· Research and recommend collaboration technologies; engage vendors for procurement and solution delivery.

· Coach, mentor, and manage team members to enhance performance and professional development.

· Ensure secure system configurations and maintain up-to-date patching to protect collaboration systems.

· Build and maintain relationships with key stakeholders to ensure high-quality service delivery.

· Identify, manage, and mitigate risks related to collaboration systems.

· Oversee and evaluate third-party collaboration service providers to ensure alignment with business expectations and service levels.

· Provide input into resource planning, budgeting, cost estimation, and financial control.

• Train all stakeholders on Change Management standards, processes, and principles.
• Ensure awareness and acknowledgment of changes affecting the portfolio.
• Communicate standard change requirements and the Change Violation process.
• Review and assess all changes within required lead times.
• Conduct proper risk and impact analyses.
• Approve changes before implementation.
• Classify standard and maintenance changes appropriately and seek Exco approval where necessary.
• Ensure all changes have complete documentation and artefacts attached.
• Maintain compliance with Change Management policies to avoid audit findings.
• Align all activities with the Change Management Principles document.
• Track and report failed, backed-out, or non-conforming changes.
• Complete Post Implementation Reviews (PIRs) for unsuccessful changes.
• Improve the quality and accuracy of Management Information System (MIS) reports.
• Provide relevant, actionable commentary in all reporting.
• Apply Lean IT and Agile principles to streamline processes and reduce red tape.
• Implement and maintain continuous improvement initiatives.
• Ensure changes are conforming before closure.
• Attend daily Group CAB meetings.
• Build strong working relationships with all portfolio stakeholders.
• Respond promptly to stakeholder and team requests.
• Ensure testing is done pre- and/or post-deployment as required.
• Compile and distribute post-implementation reports to portfolio leadership.