ITSM Change Manager

Responsibilities

• Lead an operations team in support of critical business Change and Release functions to meet stakeholder objectives.
• Promote high-quality IT changes through proper planning, development and testing to ensure system integrity and availability.
• Challenge existing processes and norms, identifying opportunities to move beyond traditional ITIL practices toward more agile, automated, and scalable change management approaches.
• Drive the adoption of automation and AI-enabled capabilities (e.g., predictive risk scoring, intelligent change classification and automated approvals) to streamline change processes and reduce manual effort.
• Partner with Enterprise Technology and Operations (ETO) leadership and Change and Release stakeholders to co-create value through continuous improvement initiatives focused on process simplification, automation and elimination of low-value manual steps across the change lifecycle.
• Schedule, prepare and facilitate Change Advisory Board (CAB) and Release Advisory (RAB) meetings.
• Maintain Change and Release standards, procedures, job aids and trainings.
• Complete controls testing, Risk and Control Self-Assessments (RCSAs), and Key Risk Indicator (KRI) and Key Performance Indicator (KPI) reports.
• Ensure the team has the needed technical skills, competencies, business domain expertise, process knowledge, industry sector knowledge, and capacity to achieve organizational goals and objectives.

Qualifications

• 5+ years’ experience leading, mentoring, and cultivating a high-performing team of cross-functional IT operations engineers.
• Hands-on experience with ServiceNow ITSM (Change/Release modules), including workflow configuration, form design, and implementation of process improvements.
• Experience in delivering toward SOC 2 Type II or other technology compliance certifications in Fintech or Banking industries is highly desired.
• Excellent analytical, interpersonal and communication skills, both verbal and written.
• Proven ability to interact with others to identify, analyze and solve problems through close attention to detail.
• Excellent leadership, management, and organizational skills.
• Bachelor’s degree in Computer Science, Information Systems or other related degree.
• Professional Certifications (ex. ITIL, SAFe, etc.) are highly desired.