Program/Project Manager (Change Manager)

About the Role: We are seeking a skilled Program/Project Manager to lead and manage the Change Management processes within our IT infrastructure. The ideal candidate will have a proven track record of overseeing complex programs and projects and administering a robust change management practice. This role involves working closely with various business and technical teams to ensure that IT services are delivered efficiently and effectively throughout the change lifecycle while min mizing risks and disruptions. Key Responsibilities:

• Change Management:
• Oversee the Change Management process, ensuring all changes are reviewed approved, and executed efficiently to minimize disruptions.
• Collaborate with internal and external stakeholders and requesters to assessand prioritize change requests.
• Run the Change Advisory Board (CAB) with customer and internal board members
• Ensure proper documentation and tracking of changes and related impacts to Services.
• Develop the tracking and reporting tools needed to effectively manage and report on the Change Management environment
• Track project progress and adjust plans as needed to drive process compliance and ensure
• Quality in the execution of changes.
• Communicate risks and issues related to Change Management to senior stakeholders and leadership.

ITIL Process Improvement:

• Champion ITIL best practices, ensuring that service management processes pertaining to change management are consistently followed.
• Continuously monitor and improve processes, tools, and workflows to enhance IT service delivery and change management
• Lead post-implementation reviews and continuous improvement initiatives to refine processes and reduce inefficiencies.
• Risk & Issue Management:
• Proactively identify risks, issues, and potential obstacles to change success, and implement mitigation strategies.

Stakeholder Management:

• Build and maintain strong relationships with internal and external stakeholders, ensuring effective communication and alignment of objectives.
• Manage expectations and communicate clearly about timelines, goals, and changes throughout the change lifecycle.

Reporting and Documentation:

• Prepare comprehensive status reporting
• Track key performance indicators (KPIs) related to change management process

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, Business Administration, or a related field.

Certifications:

• ITIL Foundation Certification (required).
• Change Management certification (e.g., Prosci) (required)
• PMP, PRINCE2, or similar project management certification is a plus.

Experience:

• 5+ years of experience in project management, with a focus on IT service management (ITIL) and Change Management.
• Proven experience in managing large-scale IT projects with cross-functional teams.
• Strong knowledge of ITIL best practices and experience in implementing ITIL processes in an enterprise environment.
• Experience in risk management, resource management, and stakeholder communication.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities effectively.
• Strong leadership and team management capabilities.

Preferred Qualifications:

• Proficiency in project management tools (e.g., MS Project, JIRA, Trello, or similar).
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of Agile methodologies and their application in IT service management.
• Previous experience in an ITIL-certified environment or with IT service management tools.