IDS Change Manager

Job Purpose

The Change Manager is responsible for overseeing and managing the change management process within the organization. This role ensures that changes to the IT infrastructure are implemented smoothly and efficiently, minimizing disruption to services. The Change Manager assesses and mitigates risks associated with changes, reviews, and authorizes changes to ensure alignment with business goals and compliance requirements and facilitates clear communication between stakeholders regarding changes and their impacts. Additionally, the Change Manager maintains detailed records of all changes and their outcomes to support continuous improvement and audit requirements. By analyzing change processes and outcomes, the Change Manager identifies areas for improvement and implements best practices, ensuring the organization's IT infrastructure remains stable, reliable, and adaptable to new requirements and innovations.

Job Description

• Manages the entire change lifecycle, from initiation to post-implementation review.
• Assesses the impact, feasibility, and risk of proposed changes using provided data.
• Prioritizes change requests to ensure alignment with business needs.
• Reviews change requests and determines if they need to proceed to the Change Advisory Board (CAB) for further evaluation.
• Makes final decisions on whether to approve or reject changes based on business impact and risk.
• Evaluates the success of changes and identifies areas for improvement.
• Includes representatives from different departments (IT, business, operations) in CAB meetings.
• Assembles and chairs the CAB and Emergency CABs (eCABs), planning the agenda and ensuring meetings adhere to it.

You are meant for this job if:

• Experience with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
• ITIL certification or equivalent experience
• Strong understanding of ITIL framework and best practices
• Strong stakeholder management skills facilitates CAB/eCAB discussions and drives timely decisions
• Solid understanding of IT operations and service lifecycle (incident/problem/release/deployment) and how change interacts with each
• Risk and control awareness understands audit evidence expectations, segregation of duties, and approval controls
• Reporting and metrics capability tracks change KPIs (success rate, emergency changes, lead time, incidents caused by change) and provides insights
• Relevant experience in IT Change Management or IT Service Management (ITSM) operations