Change Manager

Change Management Lead

Role Summary

The Change Management Lead is responsible for governing the end-to-end Change Management process, ensuring that all infrastructure, application, and business changes are planned, assessed, approved, implemented, and reviewed with minimal risk to business services. The role drives adherence to ITIL Change Management practices, chairs CAB/CCB meetings, manages change risks, and continually improves change success rates.

Key Responsibilities

Change Governance

• Own and manage the Change Management process across the organization.
• Ensure compliance with ITIL Change Enablement/Change Management practices.
• Govern Standard, Normal, Emergency, and Expedited Changes.
• Review change quality, completeness, and risk assessments.
• Ensure proper categorization, prioritization, and scheduling of changes.

CAB & CCB Management

• Chair Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.
• Facilitate discussions among technical teams, business stakeholders, and vendors.
• Review change implementation plans, rollback plans, and validation criteria.
• Provide approval recommendations based on risk and business impact.

Risk & Impact Assessment

• Evaluate technical and business risks associated with proposed changes.
• Ensure dependency analysis and impact assessments are completed.
• Validate mitigation and contingency plans.
• Prevent unauthorized and high-risk changes from entering production.

Change Scheduling & Coordination

• Maintain the Forward Schedule of Changes (FSC).
• Identify change conflicts and resource constraints.
• Coordinate with Infrastructure, Application, Security, Network, and Business teams.
• Ensure changes are implemented within approved maintenance windows.

Compliance & Audit

• Ensure complete documentation and audit readiness.
• Support internal and external audits.
• Monitor policy adherence and process exceptions.
• Conduct post-implementation reviews for failed or rolled-back changes.

Reporting & Metrics

• Publish weekly and monthly change governance reports.
• Track key metrics and service performance.
• Analyze change trends and identify improvement opportunities.
• Present change performance to leadership and customers.

Service Improvement

• Drive initiatives to improve change success rates.
• Reduce emergency and failed changes.
• Improve approval turnaround times.
• Implement automation and process optimization initiatives.
• Lead Change Management maturity improvement programs.

Team Leadership

• Mentor Change Managers and Change Coordinators.
• Develop process documentation and training materials.
• Conduct governance reviews and quality assessments.
• Build organizational awareness of Change Management best practices.

Required Skills

Functional Skills

• ITIL Change Management / Change Enablement expertise.
• Strong understanding of Incident, Problem, Release, and Configuration Management processes.
• Experience with ServiceNow Change Management module.
• Risk management and impact assessment skills.
• Governance and compliance management.

Leadership Skills

• Stakeholder management.
• Executive communication.
• Conflict resolution and negotiation.
• Vendor management.
• Decision-making under pressure.