Change Manager

We are seeking an experienced Change Manager to lead and oversee the IT Change Management process , ensuring controlled and efficient implementation of changes with minimal risk to business operations. The Change Manager will work closely with IT teams, business stakeholders, and service owners to evaluate, approve, and communicate changes, ensuring alignment with organizational policies and compliance frameworks . This role requires strong analytical, communication, and leadership skills to drive Change Advisory Board (CAB) meetings , assess risks, and ensure successful implementation of changes while maintaining business continuity .

Key Responsibilities: 1. Change Management Process Oversight:

• Own and govern the end-to-end Change Management process , ensuring adherence to ITIL best practices .

• Review, assess, and authorize Change Requests (CRs) based on impact, risk, and urgency.

• Ensure all changes follow proper documentation, testing, and validation procedures before deployment.

2. Change Approval & Risk Management:

• Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings , ensuring structured decision-making.

• Evaluate potential risks, conflicts, and dependencies before approving or rejecting changes.

• Work with technical teams to define rollback plans and contingency measures for high-risk changes.

3. Stakeholder Communication & Coordination:

• Collaborate with IT teams, business leaders, and external vendors to coordinate changes seamlessly.

• Ensure timely communication of change schedules, impacts, and resolutions to relevant stakeholders.

• Act as the primary escalation point for change-related issues and conflicts.

4. Compliance & Continuous Improvement:

• Ensure changes align with organizational policies, regulatory requirements, and security guidelines .

• Monitor and report on Change KPIs, success rates, and failed changes , identifying areas for process improvement .

• Conduct post-change reviews (PCRs) and lessons-learned sessions to refine processes.

5. ITSM & Automation:

• Utilize IT Service Management (ITSM) tools (ServiceNow, etc. ) to track and manage changes.

• Implement automation and workflow improvements to enhance the efficiency of change processes.

Required Qualifications & Experience: Education & Certification:

Bachelor s/Master s degree in IT, Computer Science, Business, or related fields .
ITIL v4 Foundation Certification (Required).
Advanced ITIL certifications in Change Management or Service Transition (Preferred).
Project Management (PMP, PRINCE2) or Agile certifications (a plus).

Experience:

5+ years of experience in Change Management or IT Service Management (ITSM) .
Strong background in ITIL-based service operations and enterprise IT change governance .
Experience working with large-scale IT environments, cloud, and infrastructure changes .
Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Jira, etc. ).

Technical & Soft Skills:

Strong understanding of IT infrastructure, cloud technologies, networks, and applications .
Excellent risk assessment, analytical, and decision-making skills .
Strong communication, stakeholder management, and leadership abilities .
Ability to drive process improvements, reduce failed changes, and enhance change velocity .

Skills:

Change Management, Change Process, ITSM