Job Description

Job Type: Full-Time

Target Salary Range*: $89,000 - $110,000.

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

The ITSM Change Manager is responsible for overseeing, managing, and improving the IT Change Management process, ensuring that changes to IT services are planned, evaluated, and executed in a controlled and efficient manner. The role requires a strong understanding of ITIL processes, excellent communication skills, and the ability to work collaboratively in a global environment.

Key Responsibilities

Change Management Process

• Oversee the end-to-end IT Change Management process, including developing, documenting, and enforcing policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.
• Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.
• Ensure that all changes comply with regulatory requirements and internal controls.
• Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.

Change Coordination and Governance

• Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.
• Lead Change Advisory Board (CAB) meetings using CAB Workbench, ensuring that all changes are properly evaluated and approved by relevant stakeholders.
• Proactively engage and build relationships with global technical teams.
• Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes.
• Own the forward schedule of change and the release calendar.

Process Improvement and Testing

• Identify opportunities for process improvements within Change Management.
• Create improvement stories for the backlog that are ready for development and complete user acceptance testing (UAT).
• Demonstrate examples of driving process automation for efficiency.

Post-Implementation Review

• Facilitate post-implementation review meetings with support teams and change owners to audit failed, emergency, and expedited changes.

Configuration and Incident Management

• Collaborate closely with the Configuration Manager to ensure all changes to configuration items are recorded in the CMDB.
• Liaise with Incident Managers to ensure that changes are implemented without causing disruption to IT services.

Qualifications

Experience

• Minimum 5 years of experience in IT Change Management or a related IT Service Management role. [Required]
• Experience using multiple risk models and working with scalable change processes and driving adoption.
• Experience working with the IT Change Management Module in ServiceNow and implementing standard processes.
• Experience working in a project-based environment, including Scrum, Kanban, or similar agile frameworks.
• Experience identifying process improvements, documenting user stories, and performing UAT.
• Experience leading cross-functional teams and managing stakeholders at all levels.
• Experience working in a large enterprise environment or regulated industry.
• Experience working in a global environment.
• Experience with IT Service Management tools, such as ServiceNow and BMC Remedy.

Skills

• Strong understanding of IT infrastructure, software development, and IT operations.
• Ability to assess complex IT changes and their potential impact on business operations.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Strong problem-solving skills, with the ability to make decisions under pressure.
• High level of attention to detail and a commitment to maintaining accurate records.

Certifications

• ITIL v3 or ITIL 4 Foundation certification. [Required]

Education

• Degree in Information Technology, Computer Science, or a related field.

Preferred Qualifications

• Advanced ITIL certifications are a plus.