IT Change Manager

The Change Manager is responsible for controlling the lifecycle of all changes within the IT environment. The primary objective is to enable beneficial changes to be made with minimum disruption to IT services, ensuring organizational risk is balanced against the velocity of business initiatives.

The Change Manager will oversee the governance, evaluation, authorization, and scheduling of all IT infrastructure and application changes. This role is responsible for chairing the Change Advisory Board (CAB), conducting comprehensive risk assessments, and ensuring that change management processes are strictly followed across all technology towers to protect the stability of production environments.

· Change Lifecycle Governance: Manage the end-to-end Change Enablement process, reviewing and authorizing Standard, Normal, and Emergency Requests for Change (RFCs).

· Chair the CAB: Organize and facilitate the Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings to evaluate complex, high-risk changes.

· Risk & Conflict Analysis: Review proposed changes for schedule conflicts, dependencies, resource constraints, and potential business impacts using the Forward Schedule of Change (FSC).

· Compliance Auditing: Perform post-implementation reviews (PIRs) on failed or rolled-back changes to identify root causes and improve future change success rates.

· Process Education: Provide ongoing training and guidance to IT teams on Change policies, ensuring they understand emergency change procedures and documentation requirements.

· Metric Tracking: Define and track key performance indicators (KPIs) such as change success rate, unauthorized changes, and emergency change ratios to drive continuous improvement.

· Staying up to date on relevant technologies and business processes.

EXPERIENCE

• 3–5 years of experience in IT Operations, Systems Administration, Change Management, or Project Management.

• 2+ years of hands-on experience managing ITIL Change Enablement and Release Management.

• Experience coordinating cross-functional teams, facilitating change reviews, and managing release and change calendars.

• Experience in cloud, DevOps, or 24x7 IT environments is a plus.

EDUCATION

• High School Diploma required.

• University studies in Information Systems, IT, Project Management, or a related field are a plus.

TECHNICAL COMPETENCIES

• Strong knowledge of ITIL Change Enablement and Release Management practices.

• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or HPSM.

• Understanding of CI/CD, DevOps, cloud deployments, and their operational risks.

• ITIL certification is preferred.

PERSONAL COMPETENCIES

• Strong governance mindset, with the ability to balance business needs, operational stability, and risk.

• Confident facilitator who can lead change review meetings and align teams around priorities and timelines.

• Strong judgment and negotiation skills, with the ability to challenge, reschedule, or stop changes when risks are not properly addressed.

• Effective communicator who can build strong relationships with developers, infrastructure teams, and business stakeholders.

• Organized, proactive, and accountable, with the ability to manage multiple changes and competing priorities.

• Analytical and detail-oriented, with a focus on continuous improvement and process compliance.

• Adaptable and comfortable learning new technologies, processes, and business requirements.

LANGUAGE SKILLS

• English: B2+ or higher, with strong verbal and written communication skills.

• Spanish: Fluent, both written and spoken.