Senior Specialist, Change Management

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

ROLE DESCRIPTION SUMMARY

The Senior Specialist, Change Management for Service Improvement will play a supporting role in the execution and continuous improvement of the end-to-end Change Management process within Engineering and Operations. Working closely with the primary Change Manager, this position will help ensure adherence to ITIL standards, reinforce process compliance, support reporting and analytics, and contribute to stakeholder engagement across the organization. The incumbent will also assist in the preparation and facilitation of CAB and CCB meetings, maintain process documentation, and help deliver training and certification efforts. This role is critical in sustaining the integrity and effectiveness of the change management function while promoting a culture of accountability and operational excellence .

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Assist in maintaining and improving the Change Management process to align with ITIL standards
• Support governance activities by helping to monitor user compliance and ensuring consistent application of process requirements.
• Support the creation and upkeep of dashboards and visual tools that track change requests (CRs), task progress, approvals, and KPIs to inform decision-making and process effectiveness
• Perform audits of the backlog on a regular basis to ensure bottlenecks are unblocked.
• Help coordinate and prepare materials for the Change Advisory Board (CAB) and Critical Change Board (CCB) meetings; support the Change Manager in driving structured, productive discussions and follow-up actions.
• Contribute to maintaining up-to-date process documentation, guides, and standards.
• Assist in launching and delivering training sessions and certification programs across the organization.
• Serve as a secondary point of contact for Engineering and Operations teams regarding change management queries.
• Provide timely guidance, troubleshoot issues, and reinforce best practices to support success-ful change adoption.
• Support the preliminary evaluation of change impacts and potential risks by gathering necessary inputs from requestors and subject matter experts and help document these insights to in-form CAB discussions.

COMPETENCIES

• ITIL Change Management Knowledge: Strong understanding of ITIL framework, especially around Change Management principles, processes, and best practices.
• Communication Skills: Clear communicator who can liaise across technical and non-technical teams, support training initiatives, and serve as a trusted point of contact for change-related questions.
• Analytical Governance Skills: Proficiency in using data to build dashboards and generate insights related to change records, performance metrics, and approvals. Ability to monitor adherence to change policies, identify gaps, and support enforcement of process controls.
• Problem-Solving Skills: Ability to identify operational gaps and challenges, and develop innovative solutions to enhance efficiency and effectiveness in the work environment.
• Attention to Detail Documentation: Skilled in maintaining up-to-date process documents, change logs, and training materials with precision and consistency

QUALIFICATIONS EXPERIENCE

• 5+ years of operational experience in the satellite or wireless communications industry focused on process management.
• Experience aligning and influencing live operations within Incident and Change Management
• ITIL certification or demonstrated equivalent experience with event, incident, change, problem, request and knowledge management processes.
• Successful track record of training and aligning cross functional teams
• English fluency (both written and verbal) is essential.
• Proficiency in defining and tracking KPIs for ITIL processes, with experience using data visualization tools (e. g. , Power BI) to present performance trends and improvement metrics.

Experience being an Incident Manager or Change Manager