Change/Problem Manager

We are seeking an experienced Change/Problem Manager with deep ITIL/ITSM expertise to support enterprise-level change processes, ensure stability of production environments, and drive continuous service improvement. The ideal candidate will be skilled in ServiceNow, experienced in CAB processes, and capable of handling post-incident reviews and root cause analysis.

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Key Responsibilities
As a Change Manager:

• Participate in customer meetings including CAB (Change Advisory Board) and Operational Review discussions.
• Manage and maintain the Change Schedule, ensuring alignment with CAB guidelines.
• Communicate change-related updates clearly to all stakeholders.
• Identify and implement necessary process improvements around change management.
• Evaluate successful vs. failed changes and provide improvement recommendations.
• Maintain and update CMDB with accurate network and environment changes.
• Provide training, coaching, and support to stakeholders on tooling, processes, and best practices.

As a Problem Manager:

• Ensure operational effectiveness and continuous improvement of the Problem Management process.
• Conduct Post-Incident Reviews (PIR) and follow up on corrective actions.
• Collaborate with technical teams to drive Root Cause Analysis to closure.

Cross-Functional Responsibilities:

• Work with Technical Duty Officers, Critical Incident Managers, and PPCC support teams.
• Gather feedback to refine and enhance CM/PM processes.
• Promote best practices across ITSM functions.

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Required Skills & Experience

• 6+ years working with ITIL/ITSM technologies.
• Strong knowledge of modern Change Management principles & methodology.
• Hands-on expertise with:
  • Change Advisory
  • Change Requests
  • ITIL Framework
  • Continuous Improvement
• Strong proficiency in ServiceNow (Change/Problem modules).
• Experience enabling proactive Problem & Change Management using ITSM tools.
• Demonstrated experience in Change and Problem Management in an ITIL-driven environment.
• Proven history of driving Root Cause Analysis (RCA) to completion.

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Preferred Skills

• Experience managing production incidents in large IT environments.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced, high-availability setting.
• Stakeholder management and training experience.