IT Service Change Manager

Moneris•Toronto, ON

2d•Hybrid

About The Position

Moneris supports millions of secure, high‑availability transactions every day. Disciplined, effective change is critical to protecting that trust. As the ITSM Change Manager, you will be the formal owner of the Change Management process, accountable for governance, execution, and continuous maturity improvement. You will partner closely with ITSM leadership and delivery teams to evolve Change Management practices, strengthen risk control, and enable modern delivery approaches across regulated, high‑availability environments. This role offers enterprise‑wide visibility and impact, working across infrastructure, operations, and delivery teams to improve change quality, reduce risk, and increase adoption of structured, scalable change practices. You will directly influence process maturity, drive measurable improvements in key KPIs, and ensure Change Management enables both stability and delivery velocity.

Requirements

5+ years of IT Service Management experience with hands‑on ownership of Change Management.
Proven authority managing enterprise Change governance in complex, high‑availability environments.
Strong experience using ServiceNow (Change, Incident, Problem, and CMDB modules).
Demonstrated success improving Change KPIs and driving process maturity.
Experience managing Change within regulated environments with strong risk controls.

Nice To Haves

ITIL certification (v3 or v4 preferred).
Experience supporting DevOps, agile, or CI/CD delivery environments.
Experience with Change Enablement or ITSM transformation initiatives.
Background in financial services, payments, or other regulated industries.

Responsibilities

Own the end‑to‑end Change Management process with final authority to approve, reject, defer, or escalate changes.
Govern all change types, including normal, emergency, expedited, and pre‑approved changes.
Plan, facilitate, and continuously improve twice‑weekly Change Advisory Board (CAB) meetings.
Partner with ITSM leadership to increase Change Management maturity from current state to target levels.
Monitor and improve key KPIs, including change success rate, expedited change percentage, and pre‑approved change adoption.
Identify and transition low‑risk, repeatable changes into pre‑approved models.
Work closely with Incident, Problem, Release, and Configuration Management through daily ITSM collaboration.
Administer and optimize Change processes within ServiceNow, including CMDB alignment.
Enable Change Management practices that support DevOps and CI/CD delivery models.
Train and coach stakeholders on Change governance, standards, and best practices.