Change Manager - ITIL

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. ).