Change & Release Manager

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 Organizations Worldwide Rely On SHI’s Concierge Approach To Help Them Solve What’s Next. But The Heartbeat Of SHI Is Our Employees – All 7,000 Of Them. If You Join Our Team, You’ll Enjoy Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.Continuous professional growth and leadership opportunities.Health, wellness, and financial benefits to offer peace of mind to you and your family.World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Change & Release Manager is responsible for building and maintaining a structured Change Management and Release Management framework to govern the full lifecycle of IT changes and releases. This role ensures changes and deployments are evaluated, approved, scheduled, and executed with minimal risk and disruption to the business.

Role Description

• Build and maintain Change Management and Release Management governance models.
• Develop, implement, and enforce policies, procedures, and standards.
• Govern change types (Standard, Normal, and Emergency) and release types (Major, Minor, and Hotfix).
• Ensure adherence to audit, compliance, and governance requirements.

Change & Release Lifecycle Management

• Manage the end-to-end lifecycle of IT changes and releases.
• Serve as a liaison between Change Advisory Board (CAB) and Release Management.
• Maintain release calendars and change schedules.
• Cook up and execute production deployments.
• Coordinate and manage the bundling of changes into planned releases.

CAB & Release Coordination

• Lead Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB) meetings.
• Facilitate release readiness reviews.
• Align Change Management, Release Management, Incident Management, and Problem Management processes.
• Resolve scheduling conflicts, dependencies, and operational risks.

Deployment & Execution Oversight

• Oversee production deployments and release execution activities.
• Validate rollback and backout plans before implementation.
• Monitor releases and coordinate issue response activities.
• Partner with Incident Management teams to address failed changes and deployment-related incidents.

Continuous Improvement & Reporting

• Define and monitor key performance indicators (KPIs) and key risk indicators (KRIs), including change failure rates, release success rates, and emergency change activity.
• Develop and maintain reporting, metrics, and dashboards.
• Conduct post-implementation reviews to identify lessons learned and improvement opportunities.
• Drive IT Service Management (ITSM) process maturity and continuous improvement initiatives.

Behaviors and Competencies

• Strategic Thinking
• Leadership
• Digital Acumen
• Communication
• Change Management
• Problem-Solving
• Collaboration
• Project and Goal Focus
• Decision-Making
• Technical Expertise

Skills and Experience

• Strong understanding of ITIL processes, including Change Management, Release Management, Incident Management, and Problem Management.
• Experience utilizing ServiceNow Change and Release Management modules.
• Proven ability to lead CAB/eCAB meetings and facilitate governance forums.
• Strong stakeholder management and leadership capabilities.
• Excellent verbal and written communication skills.
• Analytical mindset with a focus on metrics, reporting, risk management, and continuous improvement.
• Able to work effectively in global, cross-functional environments.

Education and Experience

• Bachelor's Degree or equivalent work experience required.
• 10+ years of experience in Change Management, Release Management, IT Service Management (ITSM), or related governance roles.

Other Requirements

• Bachelor's degree in Information Technology, Business, or a related field.
• Ability to travel 20%.

Compensation

The estimated annual pay range for this position is $100,000 - $150,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.