ITIL Change Manager

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1. Job Purpose

The primary purpose of the ITIL Change Manager is to manage the lifecycle of all changes to IT services and infrastructure, enabling beneficial changes to be made with minimal disruption to ongoing IT services. This role is central to balancing the need for change with the potential detrimental impact of changes, ensuring that risks are properly assessed, authorized, and communicated. The Change Manager is the guardian of the live production environment's stability and integrity.

2. Key Roles and Responsibilities

A. Process Ownership & Governance:

• Act as the owner and process manager for the Change Management process.
• Develop, maintain, and publish the Change Management policy, process, and procedures.
• Chair the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Establish and maintain standard change templates and workflows for different change types (Standard, Normal, Emergency).
• Define and report on Key Performance Indicators (KPIs) to measure process effectiveness and drive continual improvement.

B. Change Lifecycle Management:

• Receive, log, and validate all Requests for Change (RFCs).
• Coordinate the assessment of changes, ensuring all technical, financial, and business impact/risk analyses are performed.
• Act as the single point of focus for all communication regarding a change, from submission to closure.
• Ensure changes are appropriately categorized (e.g., Major, Significant, Minor) and routed for the correct level of authorization.
• Manage the forward schedule of change (FSC) and publish it to relevant stakeholders.
• Authorize (or obtain authorization for) changes that are within the agreed policy and scope.

C. Change Advisory Board (CAB) Management:

• Schedule, prepare for, and lead CAB meetings effectively.
• Present RFCs to the CAB, facilitating discussion and ensuring a clear recommendation is reached.
• Manage the membership of the CAB, ensuring appropriate technical and business representation.
• Communicate the outcomes and decisions of the CAB to all relevant parties.

D. Risk Management & Compliance:

• Identify, assess, and mitigate risks associated with IT changes.
• Ensure compliance with internal policies, as well as external regulatory and audit requirements (e.g., SOX, HIPAA, ISO 20000).
• Manage the emergency change process for critical, unplanned changes requiring immediate implementation.
• Conduct Post Implementation Reviews (PIRs) for failed or problematic changes to identify root causes and prevent recurrence.

3. Qualifications and Experience

Essential:

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• ITIL 4 Foundation Certification (ITIL 4 Specialist: High-velocity IT or similar is a strong plus).
• Proven experience (typically 3-5 years) in an IT Service Management role, with at least 2 years focused specifically on Change Management.
• Demonstrable experience chairing CAB meetings and managing a formal change process in a medium to large organization.
• Strong understanding of IT infrastructure, applications, and service lifecycle.

Desirable:

• ITIL 4 Managing Professional or Strategic Leader certification.
• Additional certifications such as ISO 20000, COBIT, or PMP.
• Experience with major ITSM platforms (e.g., ServiceNow, Jira Service Management)