IT Specialist - Change Management

The IT Manager – Change Management reports to the IT Service Delivery Manager and serves as the IT Process Owner for the Change Management process. In this role, you will own the end‑to‑end lifecycle of change management across the IT environment. You will ensure every change is implemented under robust controls, follows a structured and standardised process, and safeguards IT environment stability while minimising risk and reducing service impact. 

You will play a strategic role in strengthening governance, managing risk, and driving process maturity. Alongside this core responsibility, the role also engages proactively with business functions, project teams, and operational leaders to help them understand and use the change process confidently and correctly, providing the guidance and support needed to navigate it effectively. 

Key Responsibilities 

• Manage the full lifecycle of the Change Management process, ensuring alignment with ITIL best practices, strong governance, and compliance with audit standards. 

• Work collaboratively across the wider organisation, in and outside IT, to help teams understand when and how to engage the change process, ensuring they are supported, guided, and equipped to follow it effectively. 

• Prepare, lead, and drive CAB meetings, ensuring structured governance, thorough risk evaluation, and strategic decision‑making. 

• Drive accountability across IT and business stakeholders, ensuring ownership of change records, approvals, and risk assessments. 

• Assess proposed changes for technical, business, security, and compliance impacts, recommending mitigation strategies to protect IT environment stability. 

• Maintain and communicate the Forward Schedule of Change for visibility and alignment across stakeholders. 

• Collaborate with the IT Asset and Configuration specialists to ensure accurate CI records in the CMDB for dependency mapping and impact analysis. 

• Advance the organisation’s change governance by proactively auditing current practices, identifying improvement opportunities, and evolving the end‑to‑end process to support greater transparency, operational resilience, and readiness for future automation. 

• Align Change Management with Release and Deployment practices, ensuring changes integrate seamlessly into DevOps and CI/CD pipelines. 

• Lead change communications, ensuring clear, customer‑focused messaging aligned with organisational standards. 

• Define and manage actionable KPIs within ServiceNow Platform Analytics to identify bottlenecks, uncover improvement opportunities, and drive automation initiatives. 

• Maintain clear documentation including processes, guidelines, and work instructions to support consistent delivery. 

• Develop and deliver structured training plans to drive adoption of the Change Management process. 

• Research and evaluate emerging ServiceNow capabilities, including automation and GenAI, preparing requirements for future enhancements. 

Personal Attributes 

• Demonstrates ownership while fostering a solution‑oriented, delivery‑focused culture that drives accountability and improvement. 

• Organised and proactive, prioritising effectively with urgency to deliver results. 

• Self‑manages effectively, quickly grasping complex topics and developing actionable strategies. 

• Analytical and process‑minded, applying ITSM frameworks and data insights to deliver outcomes and long‑term service maturity 

• Collaborates extensively across the organisation to ensure the Change process is an enabler of the organisations business objectives 

• Customer‑centric, committed to enhancing the customer experience and delivering measurable improvements. 

• Produces clear, high‑quality documentation that communicates complex information professionally. 

• Adaptable and resilient, embracing change while focused on achieving results. 

• Communicates confidently, engaging stakeholders with influence and negotiation skills. 

• Passionate about technology, continuous learning, and professional growth. 

Key Performance Indicators 

• Percentage of changes implemented using approved standard change templates versus ad‑hoc requests. 

• Mean time to complete approved changes within their planned implementation window. 

• Percentage of changes implemented without causing incidents, rollbacks, or service disruptions. 

• Percentage of changes executed via automated workflows versus manual intervention. 

• Stakeholder feedback on CAB effectiveness and communication clarity. 

Candidate Specification:

Essential: 

• Experience managing changes across multiple regions, time zones, and complex organisational structures. 

• Strong track record in managing ITSM processes (Change, Incident, Problem) aligned with ITIL best practices. 

• Governance and risk assessment expertise, including leading CAB meetings, documenting decisions, and ensuring rollback planning. 

• Broad technical knowledge of IT systems and infrastructure (servers, networks, cloud, hybrid) with practical experience in dependency mapping and CMDB impact analysis. 

• Ability to influence and communicate effectively with technical teams, executives, and non‑technical stakeholders. 

• Proven capability in delivering structured training and producing clear, user‑friendly documentation 

• Demonstrated success in evolving the Change Management process, embedding automation, and driving ITIL maturity. 

• Experience supporting internal and external audits, ensuring compliance with organisational and regulatory standards. 

Desirable: 

• ITIL 4 Foundation or higher certification. 

• ServiceNow Certified System Administrator (CSA) or higher. 

• Familiarity with the Service Desk Institute (SDI) framework. 

• Experience with ServiceNow Platform Analytics reporting capabilities.