ITSM Change Manager

Job Title: ITSM Change Manager

Location: New York, NY (Hybrid – Locals Preferred)
Duration: 12-Month Contract

Job Summary

We are seeking an experienced ITSM Change Manager to support enterprise-scale infrastructure operations and governance initiatives. The ideal candidate will have strong expertise in ITSM Change Management, CAB operations, ServiceNow, and enterprise infrastructure environments. This role will be responsible for driving change governance, risk assessment, stakeholder coordination, reporting, and change execution support across critical infrastructure platforms.

Key Responsibilities

• Review and assess infrastructure change requests for completeness, accuracy, risk, and compliance.
• Evaluate change impact, dependencies, customer impact, implementation plans, rollback procedures, and execution readiness.
• Engage with change owners, technical teams, and stakeholders to identify risks and mitigation strategies.
• Prepare CAB agendas, conduct CAB triage activities, and facilitate Change Advisory Board meetings.
• Monitor and govern change management processes across enterprise infrastructure environments.
• Provide weekend and off-hours support for critical change execution and issue triage activities.
• Identify high-risk or high-impact infrastructure changes and coordinate proactive monitoring through event management processes.
• Maintain and enhance ITSM documentation, governance procedures, and operational playbooks.
• Review Change tickets and Technical Change Management (TCM) requests for compliance and operational readiness.
• Drive continuous improvement initiatives across change management processes and controls.
• Generate ServiceNow reports, dashboards, and metrics to support operational governance and leadership reporting.

Required Skills

• Strong understanding of enterprise infrastructure environments including:
  • Compute Platforms
  • Network Infrastructure
  • Storage Systems
  • Middleware Technologies
• Hands-on experience with ITSM Change Management processes.
• Experience managing and facilitating CAB (Change Advisory Board) meetings.
• Strong working knowledge of ServiceNow Change Management modules and reporting capabilities.
• Experience assessing change risk, impact analysis, dependency mapping, and rollback planning.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, stakeholder management, and coordination abilities.
• Ability to work effectively in fast-paced, mission-critical enterprise environments.
• High level of ownership, adaptability, and attention to detail.

Preferred Qualifications

• Experience supporting large-scale financial services or enterprise organizations.
• Familiarity with ITIL Change Management best practices.
• Experience with event management and infrastructure monitoring processes.
• Exposure to governance, risk, and compliance frameworks.

Experience Required

• 5–10 years of ITSM, Change Management, Infrastructure Operations, or related experience.
• Proven experience supporting enterprise-scale infrastructure change governance programs.

Key Skills

• ITSM Change Management
• ServiceNow
• CAB Management
• Change Governance
• Infrastructure Operations
• Risk Assessment
• Impact Analysis
• Stakeholder Management
• Incident & Event Management
• ITIL Framework
• Reporting & Metrics
• Process Improvement

Preferred Candidate: Strong ITSM Change Manager with ServiceNow expertise and solid understanding of enterprise infrastructure (compute, network, storage, and middleware) environments.