The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes from standard to emergency are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.
This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance
Key Responsibilities:
Change Governance & Authorization
- Own and operate the end-to-end Change Management process in alignment with ITIL best practices and organizational policy.
- Chair and facilitate the Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring effective risk assessment and authorization of changes.
- Review, evaluate, and approve or reject Request for Change (RFC) submissions based on risk, impact, and resource availability.
- Maintain the Change Schedule (Forward Schedule of Change — FSC) and coordinate change windows with operational teams.
Risk Assessment & Impact Analysis
- Assess the risk and business impact of proposed changes, ensuring appropriate mitigation strategies and rollback plans are in place.
- Identify conflicts, dependencies, and potential clashes between concurrent changes across infrastructure, applications, and services.
- Ensure changes align with organizational risk appetite and regulatory obligations.
Stakeholder Management & Communication
- Communicate approved changes and their impact to all relevant stakeholders in a timely and clear manner.
- Act as the primary liaison between technical teams and business units during planned changes, upgrades, and service windows.
- Produce clear, concise Change Management reports and post-implementation reviews (PIRs) for leadership.
Process Improvement & Compliance
- Define, maintain, and continuously improve Change Management policies, processes, procedures, and templates.
- Ensure all change activities are properly documented, auditable, and compliant with governance and regulatory requirements.
- Identify and remediate unauthorized changes (change without authorization — CWA) and enforce process adherence.
- Collaborate with Incident and Problem Management to identify change-related incidents and prevent recurrence.
Tooling & Reporting
- Administer and optimize the Change Management module within the ITSM platform (e.g., ServiceNow, Jira SM, BMC Remedy).
- Produce KPI dashboards, trend analysis, and SLA performance reports for senior management.
- Drive automation and adoption of pre-approved and standard change models to increase operational agility.
Job Requirements:
Nationality:
Education:
- Bachelor's degree in information technology, Computer Science, Business Administration, or a related field (or equivalent experience).
- ITIL Foundation certification (v3 or v4) mandatory; ITIL Change Management Practitioner or Managing Professional strongly preferred.
Experience:
- Minimum 4–6 years of experience in IT Service Management, with at least 2 years in a dedicated Change Management role.
- Proven experience chairing CAB meetings and managing complex, high-risk change processes.
Skills and Knowledge:
- Strong proficiency with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Solid understanding of enterprise IT environments, including infrastructure, cloud, networking, and applications.
- Demonstrated ability to balance governance rigor with business agility in a fast-moving environment.
- Excellent communication, facilitation, and stakeholder management skills.
Location:
