IT Change Manager

We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.

The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes — from standard to emergency — are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner.

This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance.

»       Own and operate the end-to-end Change Management process in alignment with ITIL best practices and organizational policy.

»       Chair and facilitate the Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring effective risk assessment and authorization of changes.

»       Review, evaluate, and approve or reject Request for Change (RFC) submissions based on risk, impact, and resource availability.

»       Maintain the Change Schedule (Forward Schedule of Change — FSC) and coordinate change windows with operational teams.

»       Assess the risk and business impact of proposed changes, ensuring appropriate mitigation strategies and rollback plans are in place.

»       Identify conflicts, dependencies, and potential clashes between concurrent changes across infrastructure, applications, and services.

»       Ensure changes align with organizational risk appetite and regulatory obligations.

»       Communicate approved changes and their impact to all relevant stakeholders in a timely and clear manner.

»       Act as the primary liaison between technical teams and business units during planned changes, upgrades, and service windows.

»       Produce clear, concise Change Management reports and post-implementation reviews (PIRs) for leadership.

»       Define, maintain, and continuously improve Change Management policies, processes, procedures, and templates.

»       Ensure all change activities are properly documented, auditable, and compliant with governance and regulatory requirements.

»       Identify and remediate unauthorized changes (change without authorization — CWA) and enforce process adherence.

»       Collaborate with Incident and Problem Management to identify change-related incidents and prevent recurrence.

»       Administer and optimize the Change Management module within the ITSM platform (e.g., ServiceNow, Jira SM, BMC Remedy).

»       Produce KPI dashboards, trend analysis, and SLA performance reports for senior management.

»       Drive automation and adoption of pre-approved and standard change models to increase operational agility

Requirements

»       Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).

»       Minimum 4–6 years of experience in IT Service Management, with at least 2 years in a dedicated Change Management role.

»       ITIL Foundation certification (v3 or v4) mandatory; ITIL Change Management Practitioner or Managing Professional strongly preferred.

»       Proven experience chairing CAB meetings and managing complex, high-risk change processes.

»       Strong proficiency with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.

»       Solid understanding of enterprise IT environments, including infrastructure, cloud, networking, and applications.

»       Demonstrated ability to balance governance rigor with business agility in a fast-moving environment.

»       Excellent communication, facilitation, and stakeholder management skills.

»       ITIL 4 Managing Professional or Strategic Leader designation.

»       Experience implementing Change Enablement in DevOps or CI/CD-driven environments.

»       Familiarity with release management, deployment pipelines, and DevSecOps practices.

»       Knowledge of regulatory frameworks such as ISO 20000, SOX, ISO 27001, or COBIT.

»       Project Management certification (PMP, PRINCE2) is a plus.