US-Based Change Manager

What Success Looks Like In This Role

Responsible for managing and coordinating IT changes through the organization’s Change Management process, ensuring changes are properly assessed, approved, scheduled, implemented, and reviewed with minimal impact to business operations.

Key Responsibilities

• Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment.
• Review Change Requests (CRs) for completeness, risk, impact, implementation, and rollback plans.
• Coordinate Change Advisory Board (CAB) meetings and obtain required approvals.
• Ensure changes are scheduled appropriately to avoid business disruption and conflicts.
• Monitor change implementation and ensure adherence to approved plans.
• Coordinate with Service Desk, Infrastructure, Application, Network, Security, and other IT teams.
• Track failed, rejected, unauthorized, and emergency changes and drive corrective actions.
• Maintain accurate change records and documentation in the ITSM system.
• Perform Post Implementation Reviews (PIR) for failed or high‑risk changes.
• Monitor Change Management KPIs such as change success rate, change failure rate, emergency changes, and unauthorized changes.
• Identify opportunities to improve the Change Management process and increase automation.
• Ensure compliance with ITIL processes, internal policies, and audit requirements.
• Support major incidents where emergency changes are required to restore services quickly.

Qualifications

• ITIL / IT Service Management knowledge.
• Experience with ServiceNow Change Management.
• Familiarity with Incident, Problem, and Change Management processes.
• Ability to conduct risk and impact assessments.
• Experience coordinating Change Advisory Boards (CAB).
• Strong stakeholder management and communication skills.
• Proficiency in reporting and KPI analysis.
• Strong coordination and collaboration abilities across multiple IT teams.