IT Change Management Lead

Job Summary:

The Change Management Lead is responsible for the execution, governance, and continuous improvement of enterprise Change Management processes. This role ensures that all technology and business changes are planned, assessed, approved, implemented, and reviewed in alignment with enterprise standards, risk tolerance, and operational objectives.

The role also serves as the central point of coordination during major incidents, acting as the operational lead to stabilize services, coordinate communication, and ensure structured post-incident review processes are completed.

WHAT THIS ROLE WILL DO

• Own and manage the end-to-end change lifecycle across the organization, ensuring consistency and compliance.
• Facilitate, lead, and document Change Advisory Board (CAB) meetings, ensuring effective risk evaluation and decision-making.
• Maintain and govern the enterprise change calendar to prevent conflicts and ensure visibility across stakeholders.
• Validate risk, impact, and rollback assessments for all changes.
• Enforce adherence to change management policies, procedures, and documentation standards.
• Monitor execution of changes and ensure successful outcomes with minimal disruption.
• Produce and analyze operational metrics, KPIs, and reporting dashboards.
• Drive continuous improvement initiatives across change management processes.
• Ensure effective utilization of ITSM tools such as Zendesk or ServiceNow.
• Lead major incident response efforts, coordinating cross-functional teams, managing communications, and driving service restoration.
• Act as the primary decision-maker during high-impact incidents in alignment with organizational protocols.

Post-Incident Review & Major Incident Leadership

• Lead all post-incident review (PIR) activities following major incidents.
• Conduct structured root cause analysis (RCA) to identify underlying issues and systemic failures.
• Ensure comprehensive documentation of incident timelines, actions taken, and lessons learned.
• Drive accountability for corrective and preventive actions across teams.
• Present findings and recommendations to leadership and stakeholders.
• Implement process improvements to reduce recurrence of incidents.
• Establish and maintain a culture of continuous learning and operational resilience.
• Serve as Incident Commander or Lead during major incidents, ensuring rapid triage, escalation, and resolution.
• Coordinate communication to stakeholders, including status updates and executive briefings.

WHAT THIS PERSON WILL BRING

• 5+ years of experience in IT Service Management (ITSM), Change Management, or Service Operations

• Proven experience leading major incident management and post-incident reviews

• Hands-on experience with ITSM tools such as Zendesk, ServiceNow, or equivalent

• Strong understanding of ITIL frameworks and best practices

• Excellent stakeholder management, communication, and leadership skills

• Experience coordinating cross-functional teams in high-pressure environments

• Strong process execution and governance capabilities

• Risk assessment and decision-making under pressure

• Advanced communication and facilitation skills

• Analytical thinking and reporting expertise

• Operational leadership and incident command capabilities

• Continuous improvement mindset

Schedule Requirements