Change Manager, IT​/Tech

Role Overview

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!

The Change Manager provides dedicated, end‑to‑end process ownership for HUIT’s Change Management practice. Reporting to the Senior Director of IT Service Management & Operations, this role is responsible for the governance, quality, and continuous improvement of HUIT’s change management process across all service areas.

The Change Manager owns the full change lifecycle from intake through close‑out, chairs the Change Advisory Board (CAB), manages Executive CAB (ECAB) escalations, and enforces documentation and risk assessment standards across HUIT’s decentralized service environment. The role partners with the ITSM team, CAB Co‑Chairs, service owners, and senior leadership to mature governance practices and integrate Release Management as a subprocess of Change Management.

This role provides single‑point accountability for process quality, stakeholder coaching, and governance maturation.

• Own the full change management process from intake through close‑out, including triage, categorization, risk assessment, scheduling, approval routing, and lifecycle management
• Chair CAB meetings; facilitate cross‑team coordination, conflict prevention, and resource alignment; escalate high‑impact and emergency changes to ECAB
• Develop and maintain governance policies, standards, and frameworks covering categorization, risk assessment, ECAB escalation, and change freeze periods
• Establish and enforce documentation standards for implementation plans, test plans, backout plans, and communications plans, ensuring change records are substantive and self‑contained within Service Now
• Leverage CI relationships and CMDB data to inform risk assessment, impact analysis, and approval routing; identify where configuration data gaps limit change governance
• Manage the Standard change catalog and address patterns of change type misapplication, including periodic CAB review of templates
• Develop governance frameworks for changes affecting systems with physical security or life‑safety implications, ensuring routing to qualified review bodies
• Partner with the ITSM platform team to implement automated triage, categorization, and governance controls within Service Now

• Scale the change management process across HUIT, including transitioning legacy standard changes to the current governance model
• Mature Release Management as a subprocess of Change Management, establishing governance standards and workflows for release activity
• Partner on the maturation of Configuration Management practices and CMDB accuracy to enable CI‑based impact analysis and automated risk assessment
• Coordinate with the Service Desk on post‑implementation reviews; ensure change‑related findings feed into Problem Management and that unauthorized changes and scope exceedances are escalated and reviewed
• Maintain alignment with Major Incident, Problem Management, Security and Vulnerability Response, and IT Crisis Management processes
• Produce executive reporting and maintain Service Now dashboards; analyze change data to identify trends and drive iterative process improvement

• Coach service owners and change submitters on documentation standards, governance expectations, risk assessment, and cross‑service impact awareness
• Develop and deliver mandatory change management training at onboarding and as a periodic refresh
• Partner with service area senior leadership to ensure governance expectations are understood and reinforced through their…