The Change Management Process Manager is responsible for governing and coordinating the end-to-end Change Management process to ensure that all changes are assessed, approved, implemented, and reviewed with minimal risk to business operations. The role ensures adherence to ITIL best practices, effective stakeholder coordination, and alignment within a SIAM or multi-vendor environment.
Key Responsibilities
1. Change Management Process Coordination
Manage the end-to-end Change Management lifecycle
Ensure all changes are logged, categorized (Standard, Normal, Emergency), and prioritized
Validate completeness and quality of change requests (RFCs)
Ensure proper documentation and approvals before implementation
2. Change Assessment & Risk Management
Facilitate impact and risk assessment for all changes
Ensure dependencies and conflicts are identified
Review rollback/backout plans and implementation plans
Minimize risk to business services
3. CAB (Change Advisory Board) Coordination
Schedule and coordinate CAB meetings
Prepare and circulate change agendas
Document CAB decisions and track action items
Ensure stakeholder participation and alignment
4. Change Scheduling & Conflict Management
Maintain and govern the Forward Schedule of Changes (FSC)
Ensure proper change calendar management
Identify and resolve scheduling conflicts
Align changes with business priorities and blackout periods
5. Implementation & Post-Implementation Review
Monitor change implementation progress
Ensure successful execution as per approved plans
Coordinate Post-Implementation Reviews (PIR)
Track failed/rollback changes and corrective actions
6. Stakeholder Communication
Communicate change schedules, impacts, and risks to stakeholders
Provide regular updates during critical changes
Act as a bridge between IT teams, service providers, and business users
7. Reporting & Metrics
Track and report key metrics such as:
Change success rate
Change-related incidents
Emergency change percentage
Change backlog and aging
Prepare weekly/monthly governance reports
8. Continuous Improvement & Compliance
Identify improvement opportunities in change processes
Ensure compliance with ITIL standards and organizational policies
Support audits and governance reviews
Drive automation and standardization initiatives
9. Tool & Process Governance
Work with ITSM tools like ServiceNow, Remedy, Jira
Ensure proper usage of workflows and templates
Maintain data accuracy and audit readiness
Required Skills
Strong understanding of ITIL Change Management process
Experience in risk assessment and change governance
Hands-on experience with ITSM tools (ServiceNow preferred)
Strong coordination and organizational skills
Excellent communication and stakeholder management
Analytical mindset with attention to detail
Qualification
Bachelor’s degree in Computer Science, Information Technology, or related field
ITIL Certification (Mandatory – ITIL v3/v4 Foundation or above)
ITIL Intermediate / Change Management certification (preferred)
Experience: 12+ years
Education: Bachelor’s Degree
Strong business stake holder management skills
Daimler Truck North America, a Daimler Truck AG company, is the largest heavy-duty truck manufacturer in North America and a leading producer of medium-duty trucks and specialized commercial vehicles.
Headquartered in Portland, Oregon, Daimler Truck North America manufactures, sells and services several renowned commercial vehicle brands including Freightliner Trucks, Western Star Trucks, Thomas Built Buses, and Freightliner Custom Chassis. Through the company’s affiliates, Daimler Truck North America is also a leading provider of heavy-and medium-duty diesel engines and other components. The company’s strategic partners in the North American commercial vehicles market include Daimler Truck Financial, TravelCenters of America and Petro Truck Centers.
