IT Change Manager

Job summary

As an IT Change Manager, you will oversee the implementation of changes to critical IT services, ensuring they are executed in a structured and predictable manner while balancing innovation with operational stability. You will enhance the IT Change Management process, working closely with various technical teams and business stakeholders to improve the quality and transparency of change activities.

Qualifications

• Significant experience in IT Service Management and IT Change Management within a complex enterprise setting.
• Strong understanding of ITIL practices, especially in Change Enablement, Incident Management, Problem Management, Release Management, and Configuration Management.
• Familiarity with ServiceNow or similar ITSM platforms.
• Ability to assess technical and operational risks and facilitate decision-making across teams.
• Experience in high-availability, mission-critical, or 24/7 operational environments.
• Excellent stakeholder management, facilitation, communication, and analytical skills.
• Proven track record in driving governance, process improvements, and operational excellence.
• ITIL certification or equivalent practical experience is a plus.

Responsibilities

• Own and enhance the end-to-end IT Change Management process, including governance frameworks and policies.
• Ensure that production changes are documented, risk-assessed, tested, approved, scheduled, and communicated effectively.
• Lead the Change Advisory Board (CAB) and Emergency CAB practices.
• Manage the forward schedule of change and address dependencies and conflicts.
• Collaborate with various teams to improve the quality of changes.
• Ensure emergency changes adhere to governance processes while remaining responsive.
• Track change-related incidents and drive corrective actions for continuous improvement.
• Define and communicate KPIs and risk indicators related to change management.
• Conduct post-implementation reviews and integrate lessons learned into improved practices.
• Develop ServiceNow workflows and enhance data quality related to change management.

Skills

• Strong analytical and problem-solving skills.
• Proactive approach with a focus on continuous improvement.
• Ability to build trust and influence stakeholders across technical and business domains.

Education

• Relevant degree or equivalent experience in IT Service Management.

Tools

• ServiceNow or similar enterprise ITSM platforms.