The ITSM Change Management Process Manager  will lead the design, implementation, and continuous improvement of change management processes within our IT service management framework. This role ensures compliance, minimizes risk, and drives operational excellence by leveraging ServiceNow capabilities to support our clients' business objectives.

Key Responsibilities

• Develop, maintain, and enforce robust change management policies and procedures aligned with ITIL best practices and ServiceNow functionality.
• Oversee the end‑to‑end change lifecycle, including request intake, risk assessment, approval workflows, implementation, and post‑implementation review.
• Configure and optimize ServiceNow Change Management modules, ensuring accurate data, reporting, and integration with incident, problem, and configuration management processes.
• Collaborate with cross‑functional teams to assess change impact, coordinate scheduling, and communicate changes to stakeholders.
• Monitor change metrics, conduct trend analysis, and produce executive‑level dashboards to drive continuous improvement.
• Lead training and knowledge‑transfer initiatives for IT staff and business users on change management processes and ServiceNow usage.
• Ensure compliance with regulatory, security, and audit requirements throughout the change management process.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 5 years of experience in ITSM change management, with at least 3 years of hands‑on ServiceNow administration or development.
• Strong understanding of ITIL v3/v4 frameworks and proven ability to implement ITIL processes in large‑scale environments.
• Excellent analytical, problem‑solving, and decision‑making skills, with a focus on risk mitigation.
• Effective communication and stakeholder‑management abilities, capable of influencing senior leadership.
• Relevant certifications such as ITIL Foundation/Managing Change, ServiceNow System Administrator, or ServiceNow Change Management Specialist preferred.

What We Offer

• Competitive salary package with performance‑based incentives.
• Comprehensive health, dental, and vision benefits, plus a generous retirement plan.
• Professional development opportunities, including certification support and continuous learning programs.
• Flexible work arrangements and a collaborative, inclusive corporate culture.