We are seeking a ServiceNow Change & Release Manager to oversee the planning, coordination, and governance of platform changes and releases within a large-scale ServiceNow environment operating under a structured Center of Excellence (CoE) model. This role is responsible for ensuring that all changes to the platform are controlled, validated, and deployed in a consistent and structured manner, minimizing risk while enabling continuous delivery. The successful candidate will bring a strong understanding of ServiceNow change and release processes, enabling them to effectively manage release cycles, enforce standards, and maintain platform stability.
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Key Responsibilities
- Own and manage the change and release lifecycle, including change request governance, release planning and scheduling, and deployment coordination across environments.
- Ensure all changes are properly documented, reviewed, and approved, aligned with platform standards and release processes, and delivered with minimal risk to production.
- Work closely with delivery teams to align releases with development timelines, coordinate deployment of enhancements and fixes, and ensure readiness of release packages.
- Lead and facilitate change governance activities, including Change Advisory Board (CAB) sessions, review and approval of change requests, and tracking of change decisions and actions.
- Support release execution, including coordinating promotion of update sets across environments, ensuring proper sequencing of changes, and validating release readiness prior to deployment.
- Monitor and manage release schedules and dependencies, change-related risks and impacts, and post-release issues and remediation.
- Act as a control point for platform stability by enforcing release discipline, preventing uncontrolled or conflicting changes, and ensuring rollback and contingency planning is in place.
- Work with stakeholders to communicate release plans and timelines, manage expectations around delivery and deployment, and provide visibility on upcoming changes.
Required Experience & Skills
- 6–10+ years of experience in change, release, or service management roles, with exposure to ServiceNow platforms.
- Strong understanding of ServiceNow Change Management and Release processes, update set and deployment lifecycle, and environment management (DEV, TEST, UAT, PROD).
- Proven experience managing change governance processes (e.g., CAB), release planning and execution, and multi-stream delivery coordination.
- Ability to enforce structured processes and standards, balance delivery speed with platform stability, and coordinate across multiple teams and stakeholders.
- Strong understanding of risk management in releases, dependency management and sequencing, and incident and problem implications of changes.
- Ability to maintain control in high-pressure release scenarios and ensure disciplined execution of change processes.
Preferred / Additional Experience
- Experience working within a ServiceNow Center of Excellence (CoE) and large-scale or multi-module ServiceNow platforms.
- Exposure to Agile or hybrid delivery environments and continuous integration/delivery practices within ServiceNow.
- Certifications such as ITIL certification preferred; CSA is a plus for platform familiarity.
