Change Manager

The Change Manager will be responsible for managing and governing the Change Management process across IT infrastructure, cloud platforms, and application environments. The ideal candidate will have strong expertise in ITIL processes, cloud technologies (AWS preferred), and experience of DevOps environments.

Key Responsibilities:

Change Management Governance:

• Own and manage the end-to-end Change Management process in alignment with ITIL best practices.

• Chair Change Advisory Board (CAB) meetings, ensuring appropriate risk assessment, scheduling, and communication of changes.

• Maintain and improve the Change Management policy, procedures, and documentation.

• Work closely with Release Management, Incident, and Problem Management teams to ensure seamless service delivery.

• Act as a key stakeholder in post-implementation reviews, identifying lessons learned and contributing to process maturity.

• Ensure compliance with audit and regulatory requirements related to change control.

Planning & Coordination:

• Coordinate with cross-functional teams (Infrastructure, Cloud, Application Product teams ) for change scheduling and implementation.

• Manage change freeze periods and communicate effectively to stakeholders.

Risk & Impact Assessment:

• Evaluate technical and business impact of proposed changes.

• Identify dependencies and potential risks before implementation.

Cloud & DevOps Integration:

• Work closely with cloud teams to manage changes in AWS environments.

• Collaborate with DevOps teams to ensure CI/CD pipeline changes follow governance.

Reporting & Metrics:

• Track and report KPIs such as change success rate, emergency changes, and failed changes

• Provide insights for continuous improvement of the change process.

Stakeholder Communication:

• Manage communication/ notification to Major change activities and other Change relevant comms to stakeholders

• Ensure timely updates on major changes and incidents related to changes.

Certifications:

• ITIL v4 Foundation or higher (mandatory).

• AWS Certified Cloud Practitioner (preferred).

• DevOps Foundation certification (preferred)

Technical & Soft Skills Qualifications

• Education : Bachelor’s degree in computer science/ IT or a related field or equivalent work experience.

• Experience: 9–12 years in IT Service Management and IT Service Delivery with at least more than 5 years in Change Management.

• Proven experience in Change Management and knowledge of other related ITIL processes of Major Incident management, Problem Management and SACM

• Excellent communication and stakeholder management

• Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.

• Strong analytical and decision-making skills

• Ability to work under pressure and manage multiple priorities.

• Good understanding and hands on with ServiceNow tooling

• Hands-on experience working in or alongside DevOps teams, with knowledge of CI/CD tools (e.g., Jenkins, GitLab, Terraform, Azure DevOps).

• Familiarity with Agile methodologies and how they intersect with ITIL processes.

• Foundational and sound technical understanding of AWS Services and cloud governance.