Senior ITSM Change Manager

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.

The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! We are seeking an experienced and detail-oriented ITSM Change Manager to join our IT Service Management team. The Change Manager will be responsible for overseeing, managing and improving the IT Change Management process, ensuring that all changes to IT services are planned, evaluated, and executed in a controlled and efficient manner. The ideal candidate will have a strong understanding of ITIL processes, excellent communication skills, and work collaboratively in a global environment.

Job Location: Hybrid work arrangement based in Richmond, VA
 

Key Responsibilities:

• Responsible for overseeing the end-to-end IT Change Management process, including the development, documentation, and enforcement of policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.

• Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.

• Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.

• Proactively engage and build relationships with global technical teams

• Lead Change Advisory Board meetings utilizing CAB Workbench and ensuring that all changes are properly evaluated and approved by relevant stakeholders.

• Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.

• Proactively Identify opportunities for process improvements within the Change Management and create the improvement stories for the backlog ready for development and complete the UAT testing. Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes.  Own the forward schedule of change, and the release calendar. 

• Facilitate post implementation review meetings with support teams and change owners to audit failed, emergency and expedited changes.

• Collaborate closely with the Configuration Manager to ensure all changes to configuration items are recorded in the CMDB and liase with the Incident Managers to ensure that changes are implemented without causing disruption to IT services.

• Ensure that all changes comply with regulatory requirements and internal controls.

Preferred Qualifications:

• Minimum 5 years of experience in IT Change Management or a related IT Service Management role.  Experienced in using multiple risk models and demonstrated experience of working with scalable change processes and driving adoption.

• ITIL v3 or ITIL 4 Foundation certification is required; advanced ITIL certifications are a plus.

• Experienced with working with the IT Change Management Module in ServiceNow and implementing standard processes.

• Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks), with the ability to identify process improvements, document user stories, and perform user acceptance testing (UAT).

• Strong understanding of IT infrastructure, software development, and IT operations

• Ability to assess complex IT changes and their potential impact on business operations.

• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.

• Experience leading cross-functional teams and managing stakeholders at all levels.

• Strong problem-solving skills, with the ability to make decisions under pressure.

• High level of attention to detail and a commitment to maintaining accurate records.

• Demonstrated examples of driving automation of the process for efficiency.

• Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy).

• Experience in a large enterprise environment or in a regulated industry.

• Preferred degree in information technology, Computer Science, or related field.

• Ability and experience of working in a global environment

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US Work Authorization required. Markel does not provide visa sponsorship for this p