Manager - Change Control & CSI

The Change Control & Governance Manager is responsible for establishing and enforcing rigorous change management practices across the Digital Applications and Enablement as well as the Enterprise IT landscape. This role ensures alignment with NCEMA audit standards, ITIL best practices, and enterprise governance frameworks. The Manager oversees the end-to-end Change Advisory Board (CAB) process, ensuring that all production and configuration changes are controlled, documented, and recoverable through defined rollback mechanisms. Additionally, the role focuses on embedding a culture of ongoing improvement by using data, feedback, and audit outcomes to enhance operational stability, compliance, service quality, and adoption.

Responsibilities:

• Establish and manage a Change Advisory Board (CAB) to review, approve, and track all system and infrastructure changes across environments.
• Implement early rigor around change control, ensuring every change follows standardized evaluation, testing, and approval workflows.
• Define and enforce clear rollback and recovery procedures to mitigate operational risks associated with failed or unauthorized changes.
• Maintain alignment with the Enterprise Change Management Policy, NCEMA audit requirements, and internal IT governance frameworks.
• Ensure all change records, risk assessments, and approvals are properly logged and traceable for audit readiness.
• Collaborate with IT, Application, and Security teams for controlled deployments, impact assessments, and post-implementation reviews.
• Provide training and awareness sessions to promote compliance with change management policies across business units.
• Generate change metrics, dashboards, and audit reports for management review and regulatory compliance.
• Develop and execute a Continuous Service Improvement (CSI) roadmap focusing on service optimization, incident reduction, and efficiency gains.
• Analyze data from incidents, problems, and changes to identify recurring issues and drive process improvements.
• Design and monitor service performance KPIs, reporting progress to leadership and governance forums.
• Facilitate post-implementation reviews (PIRs) and incorporate lessons learned into the CSI cycle.
• Drive awareness and adoption of change management and CSI processes across IT and business teams.
• Conduct training, communication, and knowledge sessions to promote consistent application of governance practices.
• Collaborate with delivery teams to embed process discipline into daily operations and project workflows.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• 5–8 years of experience in IT change management, governance, or compliance.
• Deep understanding of ITIL Change Management, NCEMA audit controls, and enterprise IT governance.
• Experience managing CAB processes and implementing structured change frameworks across multi-system environments (e.g., SAP, ServiceNow, Azure).
• Strong understanding of ITIL v4 (Change Enablement, Governance, and CSI) and ISO and NCEMA audit principles.
• Hands-on experience with ServiceNow Change Management or similar ITSM tools.
• Proven ability to drive process adoption, organizational alignment, and behavioral change across diverse teams.
• Excellent analytical, communication, and stakeholder engagement skills.