The “IT Change Manager” provides leadership, planning, prioritization, scheduling, reporting, and effective execution of service management functions. This role involves leading a team responsible for managing the IT Service Management processes: Incident, Problem, Knowledge, Release, and Change. The Service Management Lead ensures that all major incidents are meticulously recorded, tracked, and resolved efficiently, thereby minimizing operational downtime and maintaining service stability.
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Key Accountabilities
- Supervise the service management team to record all IT releases, changes, incidents, problems, and knowledge.
- Govern the Problem Management process end-to-end to reduce the impact of recurring incidents and prevent future service disruptions.
- Own governance of the organization’s Change Management framework, ensuring impact/risk is assessed, and implementation is scheduled and communicated to minimize disruption.
Requirements
- Bachelor’s degree in computer science, Computer Engineering, Information Technology, or a related field.
- Expertise level understanding of ITIL and Service Management processes and practices.
- 10+ years of experience in Technology Operations, with at least 5 years in a leadership role.
- Proven experience in IT service management tools and platforms.
- Strong problem-solving and decision-making abilities.
- Excellent leadership, communication, and interpersonal skills.
