Manager - Service Management (Change Managment Leader)

Manager, Service Management, Enterprise Change Management

Department
Enterprise Resilience

Reports To
Head of Enterprise Resilience

Locations: This role will require a 4-day hybrid work schedule in one of our primary organizational hubs including: Johnston, RI - Pittsburgh, PA - Phoenix, AZ - Westwood or Medford, MA - Charlotte, NC - Plano, TX - Iselin, NJ 

Position Summary
The Manager, Service Management, Enterprise Change Management provides leadership and accountability for enterprise wide Change Management across technology and application platforms. This role leads a team of Service Management Specialists, governs and matures Change Management processes, and ensures changes are executed in a controlled, compliant, and efficient manner within a highly regulated financial services environment. The role maintains a strong focus on Change Management leadership and execution rather than ownership of broader operational resilience programs.

Key Responsibilities

Change Governance and Process Leadership
• Own and continuously improve the enterprise Change Management process aligned to ITIL principles and organizational objectives
• Define, maintain, and enforce Change Management policies, standards, procedures, and governance models
• Lead and develop a team of Change Management professionals to ensure consistent execution, quality, and compliance
• Drive maturity of Change Management practices to support enterprise scale, regulatory expectations, and transformation initiatives

ServiceNow Change Management Administration
• Own and enhance the ServiceNow Change Management module including workflows, approvals, automation, and integrations
• Partner with ServiceNow platform teams to optimize configuration, reporting, dashboards, and automation
• Ensure ServiceNow is consistently used as the system of record for all change activity and approvals

Risk and Impact Assessment
• Assess proposed changes for technical risk, business impact, operational readiness, and production stability
• Challenge change submissions to ensure alignment with risk tolerance, regulatory requirements, and service reliability expectations
• Ensure cybersecurity, regulatory, and audit controls are embedded throughout the change lifecycle

Change Advisory Board Leadership
• Chair and facilitate recurring Change Advisory Board meetings
• Ensure accurate documentation of decisions, approvals, actions, and follow ups
• Prioritize and sequence changes based on risk, business priority, and operational constraints

Execution Oversight and Communication
• Oversee execution of scheduled changes to ensure implementation plans, backout strategies, and validation steps are defined and followed
• Maintain and communicate enterprise change calendars to increase transparency and minimize conflicts
• Communicate change impacts, risks, and schedules to technology and business stakeholders

Post Implementation Review and Continuous Improvement
• Lead post implementation reviews and root cause analysis for failed or high impact changes
• Analyze metrics, KPIs, and trends to reduce change related incidents and improve outcomes
• Promote a culture of continuous improvement, accountability, and operational excellence

Compliance and Audit Coordination
• Ensure Change Management practices meet internal policy, regulatory, and audit requirements for financial institutions
• Prepare documentation, reporting, and evidence for internal and external audits
• Maintain complete and accurate records of approvals, decisions, and controls

Stakeholder Engagement and Training
• Build strong partnerships with technology teams, business leaders, and risk and audit partners
• Provide training, coaching, and guidance on Change Management processes and ServiceNow usage
• Act as a trusted advisor on change related risk, governance, and best practices

Required Qualifications

Education
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

Experience
• Five to seven plus years of experience in IT Change Management within a large scale enterprise environment
• Demonstrated experience implementing, governing, and maturing ITIL based processes
• Hands on experience with ServiceNow ITSM with direct ownership of the Change Management module

Certifications
• ITIL Foundation required, Intermediate or Expert preferred
• ServiceNow System Administrator or Implementation Specialist strongly preferred