ITSM Change Manager
- Mississauga, ON, Canada
Contract
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Job details
- Job type
- Contract
- Apply by
- Experience
- Minimum 10 years of experience in Major incident management role.
- Posting language
- English
- Posted
Original job description
Position Overview
We are seeking an experienced and proactive ITSM Change Manager to oversee and govern the IT Change Management process across the organization. This role is responsible for ensuring that all changes to IT infrastructure, applications, and services are assessed, approved, implemented, and reviewed in a controlled manner to minimize business risk and service disruption.
Key Responsibilities
Change Management Governance
Minimum 10 years of experience in Major incident management role.
Strong understanding of ITIL processes and best practices for incident management.
Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
Proven ability to work effectively under pressure and manage multiple priorities.
Exceptional attention to detail and organizational skills.
Certification in ITIL or other relevant IT service management frameworks is a plus.
We are seeking an experienced and proactive ITSM Change Manager to oversee and govern the IT Change Management process across the organization. This role is responsible for ensuring that all changes to IT infrastructure, applications, and services are assessed, approved, implemented, and reviewed in a controlled manner to minimize business risk and service disruption.
Key Responsibilities
Change Management Governance
- Own and manage the end-to-end IT Change Management process in alignment with ITIL best practices.
- Review, assess, and classify change requests based on risk, impact, urgency, and business criticality.
- Ensure all changes are properly documented, evaluated, tested, approved, implemented, and closed.
- Maintain compliance with organizational policies, regulatory requirements, and audit standards.
- Organize, facilitate, and lead Change Advisory Board (CAB) meetings.
- Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities.
- Ensure appropriate representation and participation in CAB discussions.
- Document CAB decisions, actions, approvals, and exceptions.
- Coordinate implementation schedules to avoid conflicts and minimize business impact.
- Work closely with infrastructure, application, security, network, and support teams to ensure successful change execution.
- Manage the Forward Schedule of Changes (FSC) and communicate planned activities to stakeholders.
- Monitor high-risk and major changes throughout their lifecycle.
- Lead and drive major incident calls to ensure effective incident resolution.
- Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly.
- Ensure that all necessary resources are engaged and focused on resolving incidents.
- Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken.
- Maintain a detailed and organized incident log throughout the lifecycle of the incident.
- Provide timely updates to the incident log and ensure it is accessible to relevant parties.
- Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents.
- Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units.
- Manage and update communication templates and protocols to ensure consistency and clarity.
- Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement.
- Document lessons learned and recommend process improvements to enhance future incident response.
- Track and report on major incident metrics, trends, and outcomes.
- Provide regular updates to management on incident status, resolution efforts, and areas of concern.
- Identify opportunities to improve the major incident management process and implement best practices.
- Stay updated on industry trends and advancements in incident management methodologies.
Minimum 10 years of experience in Major incident management role.
Strong understanding of ITIL processes and best practices for incident management.
Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
Proven ability to work effectively under pressure and manage multiple priorities.
Exceptional attention to detail and organizational skills.
Certification in ITIL or other relevant IT service management frameworks is a plus.
More about this job
Responsibilities
Oversee and govern the end-to-end IT Change Management process to minimize business risk and service disruption. Lead major incident calls, coordinate technical resolutions, and facilitate post-incident reviews for continuous improvement.
Requirements
Requires a minimum of 10 years of experience in a Major Incident Management role with a strong understanding of ITIL processes. ITIL certification is preferred along with exceptional communication and organizational skills.
Skills
- ITSM
- Change Management
- Incident Management
- ITIL
- CAB Management
- Risk Assessment
- Stakeholder Coordination
- Major Incident Resolution
- Communication Management
- Post-Incident Review
- Governance
- Reporting
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Management & Leadership
- Consulting
- Software
- Customer Service & Support
Keywords
- ITSM
- ITIL
- Change Management
- Major Incident Management
- CAB
- Forward Schedule of Changes
- FSC
- Risk Management
- Governance
- Incident Log
- IT Infrastructure
- Service Management
- Compliance
- Audit Standards
- Stakeholder Management