Change Manager (Trilingual)

The Change Manager owns the end-to-end Change Management process for the Mosaic Infrastructure Managed Services engagement, a multi-country environment covering roughly 60 sites across the United States, Canada, Brazil, Peru, and Paraguay. This role ensures that all changes to the managed environment are properly assessed for risk and impact, correctly authorized, scheduled without conflict, and implemented with minimal disruption to business operations. The Change Manager chairs the Change Advisory Board (CAB), maintains the change calendar across all delivery towers (Network, End-User Computing, Data Center & Cloud, and the shared NOC), and is the guardian of change governance and discipline on the account.

• Own and operate the end-to-end Change Management process, including intake, classification, risk/impact assessment, scheduling, approval routing, implementation oversight, and post-implementation review.
• Chair and facilitate the Change Advisory Board (CAB), driving consistent, risk-based decision-making on standard, normal, and emergency changes.
• Maintain the forward schedule of change (FSC) and change calendar, proactively identifying and resolving scheduling conflicts across towers, sites, and time zones.
• Manage the emergency change process, ensuring urgent changes are assessed, authorized, and documented appropriately even under time pressure.
• Define and maintain the standard (pre-authorized) change catalog, periodically reviewing candidates for promotion to standard changes.
• Enforce change management policy and governance, ensuring changes are not implemented outside of the approved process, and reporting on unauthorized changes.
• Review post-implementation results, ensuring failed or backed-out changes receive proper review and lessons learned are captured.
• Produce and present regular change management reporting (change success rate, emergency change volume, unauthorized changes, schedule adherence) to the ITSM Manager and client stakeholders.
• Coordinate change communication to affected stakeholders, ensuring impacted users and site contacts are informed ahead of significant change windows.
• Partner with the Problem & Release Manager to ensure problem remediations and release deployments flow through change management correctly and are sequenced without conflict.
• Continuously improve change workflows within the ITSM platform (ServiceNow or equivalent), in partnership with Tower A process owners.
• Support audit and compliance activities related to change governance, ensuring documentation and approvals are complete and traceable.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
• 5+ years of experience in IT Service Management, with direct hands-on experience owning or operating a Change Management process.
• Strong working knowledge of ITIL Change Management (Change Enablement) practices.
• Demonstrated experience chairing or facilitating a Change Advisory Board (CAB) or equivalent governance forum.
• Experience managing change calendars and resolving scheduling conflicts across multiple technical teams.
• Strong organizational skills and disciplined attention to detail across a high volume of concurrent change records.
• Strong verbal and written communication skills in English; ability to communicate clearly with technical teams and business/client stakeholders.
• Experience with an enterprise ITSM platform (ServiceNow or equivalent) for change workflows.

Preferred Qualifications

• ITIL 4 Foundation certification; ITIL Practitioner-level certification in Change Enablement a strong plus.
• Experience supporting managed services or outsourced IT operations for enterprise clients.
• Experience operating change governance across a multi-country or multi-region environment.
• Familiarity with the ServiceNow Change module specifically.
• Trilingual Spanish/English/Portuguese is a MUST a plus, given the engagement's footprint across the US, Canada, Brazil, Peru, and Paraguay.

Technical Skills & Tools

• ITSM platforms (ServiceNow or equivalent) - Change module and workflows.
• Change calendar / forward schedule of change tools and reporting dashboards.
• Risk and impact assessment methodologies for IT changes.
• Reporting and presentation tools for governance metrics (Excel, PowerPoint, ITSM native reporting).