Change Manager - ITSM

Job Title & Summary

As a Change Manager at XBP Global, you will be responsible for ensuring all changes to IT infrastructure, applications, and services are implemented efficiently while minimizing risk to business operations. You will oversee the Change Advisory Board (CAB), evaluate change requests, and coordinate implementation activities across multiple technology domains. This strategic role requires an experienced professional who can balance business agility with operational stability while driving change management maturity across the organization.

Key Responsibilities

· Lead the Change Advisory Board (CAB) and Emergency CAB processes for IT change evaluation and approval

· Change process execution and coordination during high-volume implementation changes

· Assess and categorize change requests based on risk, impact, and business priority

· Develop and maintain change management policies, procedures, and approval workflows

· Coordinate change implementation schedules and manage change calendar to avoid conflicts

· Conduct Post Implementation Reviews (PIRs) to validate change success and capture lessons learned

· Collaborate with Release Management, Configuration Management, and Project teams for integrated delivery

· Monitor change success rates, lead times, and compliance metrics to drive continuous improvement

· Establish relationships with business stakeholders to understand change requirements and impacts

· Manage emergency change procedures and ensure rapid response capabilities for critical business needs

· Drive automation initiatives for change approval workflows and deployment processes

NICE TO HAVE Skills

· ITIL Intermediate certification with focus on Change Control and Release Management

· ServiceNow Certified Application Developer (CAD) with Change Management expertise

· Change Management Professional (CMP) or similar organizational change certification

· Experience with DevOps, CI/CD pipelines, and infrastructure automation

· Knowledge of cloud migration change management and hybrid infrastructure

· Background in leading digital transformation change programs

· Experience with Lean Six Sigma methodologies for process optimization

· Understanding of business continuity planning and disaster recovery procedures.

Qualifications

· Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

· Minimum 7+ years of hands-on experience in ITSM and IT Operations

· ITIL v4 Foundation certification (mandatory)

· Experience in deployment of Change Management process in ServiceNow

· Experience with enterprise-level Incident & Problem management processes

· Strong understanding of ITIL framework and best practices

· Proven track record in stakeholder management and cross-functional collaboration

MUST HAVE Skills

· Deep expertise in ITIL Change Management processes including CAB governance and change types

· Proven experience managing complex IT changes in enterprise environments

· Strong risk assessment and decision-making capabilities under tight timelines

· Excellent stakeholder management and communication skills across technical and business teams

· Experience with change management tools and workflow automation (ServiceNow preferred)

· Understanding of release management, deployment procedures, and rollback strategies

· Knowledge of regulatory compliance requirements and audit readiness

· Analytical mindset with ability to interpret change metrics and drive process improvements