ITSM Change Manager

IntelliPro Group Inc.•Glen Allen, VA

1d•Hybrid

About The Position

We are seeking an experienced and detail-oriented ITSM Change Manager to join our IT Service Management team. The Change Manager will be responsible for overseeing, managing and improving the IT Change Management process, ensuring that all changes to IT services are planned, evaluated, and executed in a controlled and efficient manner. The ideal candidate will have a strong understanding of ITIL processes, excellent communication skills, and work collaboratively in a global environment.

Requirements

Minimum 5 years of experience in IT Change Management or a related IT Service Management role.
Experienced in using multiple risk models and demonstrated experience of working with scalable change processes and driving adoption.
ITIL v3 or ITIL 4 Foundation certification is required; advanced ITIL certifications are a plus.
Experienced working with the IT Change Management Module in ServiceNow and implementing standard processes.
Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks), with the ability to identify process improvements, document user stories, and perform user acceptance testing (UAT).
Strong understanding of IT infrastructure, software development, and IT operations
Ability to assess complex IT changes and their potential impact on business operations.
Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
Experience leading cross-functional teams and managing stakeholders at all levels.
Strong problem-solving skills, with the ability to make decisions under pressure.
High level of attention to detail and a commitment to maintaining accurate records.
Demonstrated examples of driving automation of the process for efficiency.
Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy).
Experience in a large enterprise environment or in a regulated industry.
Ability and experience of working in a global environment.

Nice To Haves

Preferred degree in information technology, Computer Science, or related field.

Responsibilities

Responsible for overseeing the end-to-end IT Change Management process, including the development, documentation, and enforcement of policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.
Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.
Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.
Proactively engage and build relationships with global technical teams
Lead Change Advisory Board meetings utilizing CAB Workbench and ensuring that all changes are properly evaluated and approved by relevant stakeholders.
Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.
Proactively Identify opportunities for process improvements within the Change Management and create improvement stories for the backlog ready for development and complete the UAT testing.
Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes.
Own the forward schedule of change, and the release calendar.
Facilitate post implementation review meetings with support teams and change owners to audit failed, emergency and expedited changes.
Collaborate closely with the Configuration Manager to ensure all changes to configuration items are recorded in the CMDB and liase with the Incident Managers to ensure that changes are implemented without causing disruption to IT services.
Ensure that all changes comply with regulatory requirements and internal controls.