Change Manager

Change Manager

Position Overview:

The Change Manager will oversee and govern the Information Technology (IT) change management process supporting Infrastructure and Network Operations. This role serves as a central point of coordination for production changes, helping ensure change requests are complete, technically reviewed, appropriately approved, and prepared for successful implementation before scheduled change windows.

The Change Manager will work closely with Network Engineering, Infrastructure, Information Security, leadership, business stakeholders, and vendors while supporting the weekly Change Advisory Board (CAB). The position is focused primarily on operational execution, coordination, and process governance rather than hands-on engineering.

Responsibilities:

• Manage the end-to-end lifecycle of infrastructure and network change requests in ServiceNow.

• Review incoming change requests for completeness, accuracy, implementation planning, testing, rollback procedures, and business impact.

• Return incomplete or deficient requests to requesters with clear guidance on required updates.

• Ensure required approvals are completed before production implementation, including Information Security and other required organizational approvals.

• Plan, prepare, and facilitate the weekly Change Advisory Board (CAB), including agendas, meeting materials, and action-item tracking.

• Coordinate with engineers, management, application owners, security teams, business stakeholders, and vendors to resolve missing information and outstanding approvals.

• Track upcoming implementation schedules and proactively identify approval, scheduling, and process risks.

• Validate that implementation, testing, communication, and rollback plans are appropriately documented.

• Maintain the change calendar and identify potential scheduling conflicts across infrastructure, security, application, and network teams.

• Escalate aging, incomplete, or at-risk changes when necessary.

• Drive compliance with established Information Technology Infrastructure Library (ITIL) change management practices and organizational standards.

• Support change-management metrics, reporting, audit preparation, and continuous process improvement.

• Partner with Network Engineering and Infrastructure leadership to improve change quality and reduce implementation risk.

• Work with ServiceNow owners to support compliance and ensure aging tickets are addressed within required timeframes.

Qualifications:

Required

• 5+ years of experience in change management, service management, project management, or infrastructure operations.

• Strong working knowledge of ITIL change management processes within an IT infrastructure environment.

• Working knowledge of ServiceNow, including basic proficiency with the Change Management module.

• Technical infrastructure knowledge sufficient to assess network, firewall, and proxy change requests for completeness.

• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Experience coordinating activities across technical teams, Information Security, and business stakeholders.

• Excellent written and verbal communication skills, including experience facilitating meetings such as a CAB.

• Demonstrated ability to track action items, manage deadlines, and maintain accountability.

• Strong attention to detail and follow-through.

Preferred

• ITIL Foundation certification or higher.

• Experience supporting Network Operations, Data Center, Security, or Infrastructure organizations.

• Familiarity with routers, switches, firewalls, proxies, load balancers, maintenance windows, and production change processes.

• Experience preparing CAB agendas, supporting materials, action items, and reporting.

• Experience working in enterprise environments with formal change-governance processes.

Tools and Technologies:

• ServiceNow Change Management

• ITIL change management processes

• Network and infrastructure technologies

• Firewalls and proxies

• Routers and switches

• Load balancers

• Change calendars and maintenance windows

• Change Advisory Board (CAB) processes