Change Manager (ITIL, CAB Governance)

Your tasks

We are seeking a Change Manager to govern the end-to-end IT Change Management lifecycle in accordance with ITIL frameworks and enterprise IT service management policies. The role focuses on change risk assessment, Change Advisory Board (CAB) governance, change authorization, implementation control, and service stability across enterprise IT environments.

Manage the end-to-end IT Change Management process, including change registration, categorization, risk assessment, authorization, scheduling, implementation, validation, and closure.

Review and assess Request for Change (RFC) submissions for business impact, technical risk, service dependencies, implementation readiness, and policy compliance.

Coordinate CAB and Emergency CAB (ECAB) meetings to review, prioritize, authorize, defer, or reject changes based on risk, impact, and operational requirements.

Define change implementation plans, testing requirements, rollback procedures, validation criteria, and contingency measures.

Maintain the Forward Schedule of Change (FSC) and coordinate change windows to minimize service conflicts and operational disruption.

Monitor change execution, success rates, failed changes, emergency changes, and change-related incidents against defined SLAs and KPIs.

Ensure change records, approvals, evidence, and implementation outcomes meet ITIL process standards, internal controls, and audit requirements.

Coordinate with Incident Management, Problem Management, Release Management, IT Operations, Infrastructure, Application Support, and Information Security teams.

Administer change workflows and maintain accurate change records using ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools.

Analyse change performance metrics, identify recurring failures and process deviations, and implement corrective and preventive actions.

Prepare periodic management reports and dashboards covering change volumes, success rates, emergency changes, policy compliance, and service impact.

Drive continual service improvement through process standardization, workflow automation, governance reviews, and change quality improvements.

Requirements

Preferred Qualificattion and experience.

Relevant experience in IT Change Management, IT Service Management, or IT Operations governance.

Strong working knowledge of ITIL Change Management practices and enterprise change control procedures.

Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools.

Understanding of Incident Management, Problem Management, Release Management, and Configuration Management processes.

Experience in change risk assessment, impact analysis, approval workflows, implementation scheduling, and rollback planning.

Knowledge of CAB governance, emergency change procedures, audit controls, and IT service compliance requirements.

Experience tracking SLAs, KPIs, change success rates, failed changes, and change-related incidents.