IT Change Manager

The IT Manager – Change Management reports to the IT Service Delivery Manager and serves as the IT Process Owner for the Change Management process. In this role, you will own the end‑to‑end lifecycle of change management across the IT environment. You will ensure every change is implemented under robust controls, follows a structured and standardised process, and safeguards IT environment stability while minimising risk and reducing service impact. 

You will play a strategic role in strengthening governance, managing risk, and driving process maturity. Responsibilities include working closely with cross‑functional teams to proactively review dependencies, validate documentation, and assess how processes and ways of working influence successful change implementation. The role also focuses on enhancing the Change Management process within ServiceNow, ensuring high‑quality change records, streamlined workflows, and readiness for automation. Additionally, you will ensure all service requests involving changes follow a clearly defined process, supported by documented work instructions and standardised execution to maintain compliance and consistency. 

Success in this role requires driving the maturity of the Change Management process and embedding it across the organisation. You will continuously advance the process to strengthen governance, reduce risk, and ensure that changes are both well‑controlled and efficiently delivered. By working proactively with stakeholders, you will foster accountability, safeguard availability, and ensure that all changes and service requests are completed smoothly and aligned with organisational objectives. 

Key Responsibilities 

• Manage the full lifecycle of the Change Management process, ensuring alignment with ITIL best practices, strong governance, and compliance with audit standards. 

• Prepare, lead, and drive CAB meetings, ensuring structured governance, thorough risk evaluation, and strategic decision‑making. 

• Drive accountability across IT and business stakeholders, ensuring ownership of change records, approvals, and risk assessments. 

• Assess proposed changes for technical, business, security, and compliance impacts, recommending mitigation strategies to protect IT environment stability. 

• Maintain and communicate the Forward Schedule of Change for visibility and alignment across stakeholders. 

• Collaborate with the IT Asset and Configuration specialists to ensure accurate CI records in the CMDB for dependency mapping and impact analysis. 

• Optimise the Change Management process within ServiceNow, ensuring accurate change records, streamlined workflows, and readiness for automation. 

• Perform post‑implementation reviews, capture lessons learned, and drive continuous improvement initiatives. 

• Align Change Management with Release and Deployment practices, ensuring changes integrate seamlessly into DevOps and CI/CD pipelines. 

• Lead change communications, ensuring clear, customer‑focused messaging aligned with organisational standards. 

• Define and manage actionable KPIs within ServiceNow Platform Analytics to identify bottlenecks, uncover improvement opportunities, and drive automation initiatives. 

• Maintain clear documentation including processes, guidelines, and work instructions to support consistent delivery. 

• Develop and deliver structured training plans to drive adoption of the Change Management process. 

• Research and evaluate emerging ServiceNow capabilities, including automation and GenAI, preparing requirements for future enhancements. 

Personal Attributes 

• Demonstrates ownership while fostering a solution‑oriented, delivery‑focused culture that drives accountability and improvement. 

• Organised and proactive, prioritising effectively with urgency to deliver results. 

• Self‑manages effectively, quickly grasping complex topics and developing actionable strategies. 

• Analytical and process‑minded, applying ITSM frameworks and data insights to deliver outcomes and long‑term service maturity 

• Customer‑centric, committed to enhancing the customer experience and delivering measurable improvements. 

• Produces clear, high‑quality documentation that communicates complex information professionally. 

• Adaptable and resilient, embracing change while focused on achieving results. 

• Communicates confidently, engaging stakeholders with influence and negotiation skills. 

• Passionate about technology, continuous learning, and professional growth. 

Key Performance Indicators 

• Percentage of changes implemented using approved standard change templates versus ad‑hoc requests. 

• Mean time to complete approved changes within their planned implementation window. 

• Percentage of changes implemented without causing incidents, rollbacks, or service disruptions. 

• Percentage of changes executed via automated workflows versus manual intervention. 

• Stakeholder feedback on CAB effectiveness and communication clarity. 

Candidate Specification 

Essential: 

• Experience managing changes across multiple regions, time zones, and complex organisational structures. 

• Strong track record in managing ITSM processes (Change, Incident, Problem) aligned with ITIL best practices. 

• Governance and risk assessment expertise, including leading CAB meetings, documenting decisions, and ensuring rollback planning. 

• Broad technical knowledge of IT systems and infrastructure (servers, networks, cloud, hybrid) with practical experience in dependency mapping and CMDB impact analysis. 

• Ability to influence and communicate effectively with technical teams, executives, and non‑technical stakeholders. 

• Proven capability in delivering structured training and producing clear, user‑friendly documentation 

• Demonstrated success in evolving the Change Management process, embedding automation, and driving ITIL maturity. 

• Experience supporting internal and external audits, ensuring compliance with organisational and regulatory standards. 

Desirable: 

• ITIL 4 Foundation or higher certification. 

• ServiceNow Certified System Administrator (CSA) or higher. 

• Familiarity with the Service Desk Institute (SDI) framework. 

• Experience with ServiceNow Platform Analytics reporting capabilities.