Change Management Process Oversight

Own and govern the end-to-end Change Management process, ensuring adherence to ITIL best practices. Review, assess, and authorize Change Requests (CRs) based on impact, risk, and urgency. Ensure all changes follow proper documentation, testing, and validation procedures before deployment.

Change Approval & Risk Management

Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring structured decision-making. Evaluate potential risks, conflicts, and dependencies before approving or rejecting changes. Work with technical teams to define rollback plans and contingency measures for high-risk changes.

Stakeholder Communication & Coordination

Collaborate with IT teams, business leaders, and external vendors to coordinate changes seamlessly. Ensure timely communication of change schedules, impacts, and resolutions to relevant stakeholders. Act as the primary escalation point for change-related issues and conflicts.

Compliance & Continuous Improvement

Ensure changes align with organizational policies, regulatory requirements, and security guidelines. Monitor and report on Change KPIs, success rates, and failed changes, identifying areas for process improvement. Conduct post-change reviews (PCRs) and lessons-learned sessions to refine processes.

ITSM & Automation

Utilize IT Service Management (ITSM) tools (ServiceNow, etc.) to track and manage changes. Implement automation and workflow improvements to enhance the efficiency of change processes.

Required Qualifications & Experience:

Education & Certification

Bachelor’s/Master’s degree in IT, Computer Science, Business, or related fields. ITIL v4 Foundation Certification (Required). Advanced ITIL certifications in Change Management or Service Transition (Preferred). Project Management (PMP, PRINCE2) or Agile certifications (a plus).

Experience

5+ years of experience in Change Management or IT Service Management (ITSM). Strong background in ITIL-based service operations and enterprise IT change governance. Experience working with large-scale IT environments, cloud, and infrastructure changes. Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Jira, etc.).