ITSM Change Manager
Job Description:
Role: ITSM Change Manager
Location: Mississauga, ON
Hybrid: 3 days a week in office
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
o Own and
manage the end-to-end IT Change Management process in alignment with ITIL best
practices.
o Review,
assess, and classify change requests based on risk, impact, urgency, and
business criticality.
o Ensure
all changes are properly documented, evaluated, tested, approved, implemented,
and closed.
o Maintain
compliance with organizational policies, regulatory requirements, and audit
standards.
• Change
Advisory Board (CAB) Management
o Organize,
facilitate, and lead Change Advisory Board (CAB) meetings.
o Coordinate
with stakeholders, technical teams, business units, and leadership to review
and approve change activities.
o Ensure
appropriate representation and participation in CAB discussions.
o Document
CAB decisions, actions, approvals, and exceptions.
• Change
Planning and Coordination
o Coordinate
implementation schedules to avoid conflicts and minimize business impact.
o Work
closely with infrastructure, application, security, network, and support teams
to ensure successful change execution.
o Manage
the Forward Schedule of Changes (FSC) and communicate planned activities to
stakeholders.
o Monitor
high-risk and major changes throughout their lifecycle.
• Incident
Coordination and Management:
o Lead and
drive major incident calls to ensure effective incident resolution.
o Coordinate
with technical teams, stakeholders, and management to prioritize and resolve
incidents swiftly.
o Ensure
that all necessary resources are engaged and focused on resolving incidents.
• Scribe
Duties:
o Act as
the scribe during major incident calls, accurately documenting all discussions,
decisions, and actions taken.
o Maintain
a detailed and organized incident log throughout the lifecycle of the incident.
o Provide
timely updates to the incident log and ensure it is accessible to relevant
parties.
• Communication
Management:
o Develop
and disseminate clear and concise communications to stakeholders regarding the
status and resolution of major incidents.
o Ensure
all communications are timely and tailored to the needs of different audiences,
including executives, technical teams, and business units.
o Manage
and update communication templates and protocols to ensure consistency and
clarity.
• Post-Incident
Review:
o Facilitate
post-incident review meetings to analyze incident management effectiveness and
identify areas for improvement.
o Document
lessons learned and recommend process improvements to enhance future incident
response.
• Monitoring
and Reporting:
o Track and
report on major incident metrics, trends, and outcomes.
o Provide
regular updates to management on incident status, resolution efforts, and areas
of concern.
• Continuous
Improvement:
o Identify
opportunities to improve the major incident management process and implement
best practices.
o Stay
updated on industry trends and advancements in incident management
methodologies.
Qualifications:
• 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.