US: Service Desk Change Manager
Core
Manage and coordinate IT changes through the Change Management process, ensuring changes are properly assessed, approved, scheduled, implemented, and reviewed with minimal impact to business operations.
Role type
Service Desk Change Manager
Builds
IT change management processes and compliance
Domain
IT Service Management (ITSM)
Required skills
ITIL knowledge, ServiceNow Change Management, Change Advisory Board (CAB) coordination, risk and impact assessment, KPI analysis, incident and problem management processes
Preferred skills
Stakeholder management, reporting, automation opportunities identification
Technologies
ServiceNow
Responsibilities
Manage Standard, Normal, and Emergency Changes; Review Change Requests for completeness and risk; Coordinate CAB meetings; Monitor change implementation and adherence; Perform Post Implementation Reviews (PIR); Track failed or unauthorized changes; Ensure compliance with ITIL processes and audit requirements; Support major incidents requiring emergency changes
Seniority
Mid-level, hands-on IC