Change Manager

Key Responsibilities:

Change Management

1. Chair Change Advisory Board (CAB) meetings to review, assess, and approve proposed changes to IT systems and infrastructure

2. Develop, implement, and maintain comprehensive change management processes and policies aligned with ITIL best practices

3. Evaluate change requests for potential risks, impacts, and benefits to the organization

4. Coordinate with various teams (Development, Operations, Security, etc.) to plan and implement changes effectively

5. Monitor and report on change management Key Performance Indicators (KPIs)

6. Ensure compliance with ITIL best practices, organizational standards, and regulatory requirements

7. Manage and optimize the use of change management tools and related documentation

8. Conduct post-implementation reviews to assess the success of changes and identify areas for improvement

Release Management

9. Develop and maintain release management strategies and processes

10. Coordinate and oversee the planning, scheduling, and implementation of software releases

11. Collaborate with project managers, development teams, and operations to ensure smooth release cycles

12. Manage release dependencies and conflicts across multiple projects and teams

13. Implement and maintain a release calendar to communicate upcoming releases to stakeholders

14. Conduct release readiness assessments and go/no-go decisions

15. Oversee the creation and maintenance of release documentation, including release notes and deployment instructions

Regulatory Compliance and Audit Support

16. Ensure all change and release management processes comply with relevant industry regulations and standards (e.g., GDPR, HIPAA, SOX, PCI-DSS)

17. Develop and maintain documentation of change and release processes to demonstrate compliance

18. Represent the change and release management function during internal and external audits

19. Prepare and present change and release management documentation and evidence for auditors

20. Address audit findings related to change and release management processes and implement corrective actions

21. Conduct regular internal reviews to ensure ongoing compliance and readiness for audits

Leadership and Communication

23. Provide guidance and mentorship to team members on change and release management best practices

24. Facilitate communication between IT teams, business units, and stakeholders regarding changes and releases

25. Present change and release management metrics, compliance status, and audit outcomes to senior management

26. Continuously improve change and release management processes based on feedback, audit results, and industry trends

Required Qualifications

Bachelors degree in Information Technology, Computer Science, Business Administration, or related field

7+ years of experience in IT service management, with at least 3 years focusing on change and release management

ITIL certification (ITIL 3 or 4 Foundation or higher)

Good exposure of regulatory compliance requirements in IT (e.g., GDPR, HIPAA, SOX, PCI-DSS)

Experience participating in and supporting internal and external audits

Strong leadership, communication, and presentation skills

Excellent analytical and problem-solving abilities

Experience with change management and release management tools (e.g., ServiceNow, Jira, GitLab)

Proven track record of successfully implementing and improving change and release management processes

Ability to work effectively under pressure and manage multiple priorities

Preferred Qualifications

Bachelors degree in a related field

Knowledge of DevOps practices and tools

Familiarity with Agile methodologies

Experience with continuous integration and continuous deployment (CI/CD) pipelines

Key Competencies

Strong decision-making skills

Ability to influence and negotiate with stakeholders at all levels

Excellent time management and organizational skills

Proactive approach to risk management and compliance

Adaptability and willingness to learn new technologies and methodologies

Attention to detail, especially in documentation and audit preparation

Ability to translate complex technical and compliance requirements into clear, actionable processes