IT Change Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Oversee, manage, identify, asses, review & orchestrate execution of appropriate risk mitigation plans for specific Change Activities such as emergency changes.

Duties And Responsibilities

• Change Process Ownership
• Design, implement, and maintain the IT Change Management process in alignment with ITIL best practices.
• Ensure all changes follow the defined process, minimizing risks to IT services.
• Change Request Evaluation
• Review and assess change requests for completeness, technical feasibility, risk, and business impact.
• Facilitate approvals and prioritize changes in collaboration with stakeholders.
• Coordinate Change Implementation
• Oversee the end-to-end execution of approved changes, ensuring they are implemented smoothly and on schedule.
• Plan and schedule changes in coordination with IT teams and business units to minimize service disruptions.
• Lead the Change Advisory Board (CAB)
• Organize and chair CAB meetings to evaluate, approve, or reject changes.
• Provide guidance to stakeholders during decision-making processes.
• Incident Impact Analysis
• Collaborate with Incident and Problem Management teams to address issues arising from changes and prevent future disruptions.
• Process Improvement and Training
• Continuously analyze and improve the Change Management process to enhance efficiency and reduce failed changes.
• Train IT teams and stakeholders on change management policies and tools.
• Risk and Compliance Management
• Ensure changes adhere to organizational policies, compliance requirements, and security standards.
• Reporting and Metrics
• Track and report key performance indicators (KPIs) such as change success rate, failed changes, and lead time.
• Provide actionable insights to improve processes and align with business goals.
  
  
  

Note: The Globe Change Manager will be supported by a Managed Service provided by a vendor.

Skills And Capabilities

• 1. ITIL Framework Expertise: In-depth knowledge of ITIL processes, particularly Change Management, and how they integrate with Incident, Problem, and Configuration Management.
• Change Request Assessment: Ability to evaluate technical change requests, assess risks, and determine impacts on systems and services.
• Stakeholder Collaboration: Experience working with cross-functional IT teams (developers, sysadmins, and network engineers) to align changes with business objectives.
• Change Approval Workflow: Proficiency in managing Change Advisory Board (CAB) processes and ensuring compliance with approval workflows.
• Tool Proficiency: Familiarity with IT Service Management (ITSM) tools like ServiceNow, Jira Service Management, or BMC Remedy.
• Risk & Impact Analysis: Skills in conducting technical risk assessments and developing mitigation plans for changes.
• Communication & Documentation: Strong technical writing skills for documenting changes, creating detailed implementation plans, and ensuring knowledge transfer.
• Monitoring & Reporting: Experience tracking change success metrics (e.g., failed changes, rollback rates) and producing actionable reports.
  
  
  

HIRING REQUIREMENT

Experience

• Relevant Work Experience:
• 5+ years in IT Change Management, Service Management, or related IT Operations roles.
• Proven experience managing Change Advisory Boards (CABs) and leading change-related discussions.
• Key requirement is to have experience of running Change Management in a DevOps environment that already uses CICD pipelines.
• Industry Expertise:
• Experience working in complex IT environments, such as enterprises with hybrid or multi-cloud setups.
  
  
  

Familiarity with DevOps or Agile methodologies and their implications for change processes.

• Process Improvement:
• Demonstrated success in improving IT processes using frameworks like ITIL or Lean.
  
  
  

Education & Certifications

• Education:
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• Certifications:
• ITIL Foundation Certification (Intermediate or Expert level preferred).
  
  
  

Technical Skills

• ITSM Tools:
• Proficiency with IT Service Management tools such as ServiceNow, or equivalent.
• Risk & Impact Assessment:
• Strong ability to evaluate technical risks, dependencies, and potential impacts of changes on IT systems and business operations.
• Data Analysis:
• Familiarity with reporting tools to track KPIs and present metrics.
• Technical Acumen:
• Understanding of IT infrastructure components (servers, networks, databases) and application development processes to assess technical feasibility of changes.
  
  
  

Soft Skills

• Leadership & Communication:
• Strong facilitation skills to lead CAB meetings and align diverse teams.
• Excellent written and verbal communication for stakeholder management and technical documentation.
• Problem Solving & Decision-Making:
• Ability to anticipate potential risks and act decisively to mitigate them.
• Collaboration:
• Skilled at working cross-functionally with IT, business units, and leadership teams.
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.