We are seeking a highly capable and experienced Change Manager to lead the Change Management function within our IT infrastructure landscape. This role involves overseeing all change-related processes, managing a team of approximately 15 professionals, and ensuring compliance with organizational standards and external audit requirements. The ideal candidate will have deep knowledge of ITIL-based practices and a proven track record of managing both technical processes and team performance.
Key Responsibilities:
- Lead a team of around 15 members involved in IT Change Management and related infrastructure support processes.
- Independently manage the entire Change Management lifecycle, including planning, risk assessment, implementation, review, and documentation.
- Chair and coordinate Change Advisory Board (CAB) meetings, ensuring stakeholder collaboration and proper governance.
- Oversee and ensure successful execution of external audits, internal compliance checks, and adherence to regulatory standards.
- Monitor, track, and report on process KPIs and team-level performance metrics; proactively identify and address performance or skill gaps.
- Maintain a robust change schedule and ensure accurate documentation in ITSM tools such as ServiceNow, BMC Remedy, etc.
- Evaluate change requests for technical and business impact, ensuring minimal disruption to operations.
- Provide guidance and support to the team in handling critical or emergency changes.
- Foster a culture of continuous improvement in process efficiency, documentation quality, and team performance.
- Engage in post-change reviews and RCA processes for failed or high-risk changes.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Systems, or a related discipline.
- Minimum of 5 years of experience in IT Service Management or Infrastructure Operations.
- At least 2 years in a Change Manager or leadership role with direct team management responsibilities.
- Strong, in-depth understanding of Change Management and related ITSM processes, particularly within large enterprise environments.
- Familiarity with handling audits, compliance protocols, and performance management frameworks.
- Proficient in ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
