ITSM Change Manager

Location: Remote
 

Job Summary

We are seeking an experienced ITSM Change Manager to oversee the IT change management process, ensuring that changes to systems, applications, and infrastructure are planned, assessed, approved, implemented, and reviewed with minimal risk to business operations. The ideal candidate will work closely with IT, business stakeholders, and service management teams to drive effective change governance and continuous process improvement.

Key Responsibilities

• Manage the end-to-end IT change management process in alignment with ITSM and ITIL best practices.
• Review, assess, and coordinate standard, normal, and emergency changes.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate stakeholder participation.
• Evaluate change requests for business impact, technical risk, resource requirements, and implementation readiness.
• Ensure changes are properly documented, approved, tested, scheduled, and communicated.
• Monitor change implementation and conduct post-implementation reviews to identify lessons learned.
• Track and report key change management metrics, including success rates, failed changes, and change-related incidents.
• Collaborate with incident, problem, release, and configuration management teams to improve service quality.
• Maintain change calendars and minimize scheduling conflicts.
• Drive continuous improvement of change management policies, procedures, and governance.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Hands-on experience managing IT change management processes.
• Strong understanding of ITIL frameworks and ITSM best practices.
• Experience with ITSM platforms such as ServiceNow, BMC Helix, Jira Service Management, or similar.
• Experience coordinating cross-functional technical teams.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication, facilitation, and stakeholder management abilities.

Preferred Qualifications

• ITIL Foundation or ITIL 4 certification.
• Experience with Release Management or Configuration Management.
• Familiarity with DevOps, Agile, and CI/CD practices.
• Experience supporting cloud environments (AWS, Azure, or Google Cloud).
• Knowledge of audit, compliance, and risk management requirements.
• Experience working in large enterprise IT environments.

Technical Skills

• ITIL / ITSM
• Change Management
• ServiceNow / BMC Helix / Jira Service Management
• CAB Coordination
• Change Risk Assessment
• Incident, Problem, and Release Management
• Reporting and Metrics
• Microsoft Office / Excel / Power BI (preferred)