Tech Change Manager II

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We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected.

Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

The Change Management II role independently drives end-to-end execution of the Change Management process for an assigned service area. The role coordinates conflict resolution for overlapping or high-risk changes, applies risk-based prioritization, and uses data insights to refine

MoPsand risk-scoring inputs. Therolepartners across technical teams, requesters, and operational partners to ensure changes deliver intended outcomes with minimal customer impact

• Own end-to-end execution of the Change Management process for an assigned service area, from intake through implementation review.
• Review change records for completeness (MoPs, validators, risk scoring, customer impact); coach requesters on quality gaps.
• Facilitate CAB / TCAB discussions for assigned changes; document decisions and drive follow-through to closure.
• Independently weigh business risk, customer impact, and operational readiness for each change in queue.
• Identify and resolve conflicts between overlapping changes; coordinate cross-team alignment for high-impact windows.
• Apply risk-based prioritization to recommend approval, defer, or reject decisions; surface trade-offs explicitly.
• Use data insights from change outcomes to refine MoP templates, validation criteria, and risk-scoring inputs.
• Identify recurring change failure patterns within assigned scope; partner with Problem Management to drive corrective action.
• Maintain process metrics for assigned scope (change success %, change rework %, CAB cycle time).
• Facilitate cross-team conversations on change risk, options, and recommendations.
• Communicate trade-offs (speed vs. risk vs. customer experience) clearly to peers, requesters, and stakeholders.
• Write clear technical and process documentation that informs cross-functional audiences.
• Train requesters and approvers on Change Management process steps, documentation standards, and risk practices for assigned scope.
• Remove process blockers (unclear ownership, missing escalation paths) for assigned scope; elevate systemic issues.
• Validate AI-suggested actions (e.g., risk scoring, change classification) for correctness before action; tune thresholds with Lead/Manager.

• Bachelor's degree in IT, Computer Science, Business Operations, or equivalent work experience.
• 5+ years in IT Service Management, with at least 2 years dedicated to Change Management process work in a complex production environment.
• Demonstrated experience facilitating CAB or equivalent governance forums; documenting decisions and driving follow-through.

• Required:
  
  ITIL Foundation v3 or v4.
• Preferred: ITIL Practitioner or ITIL Specialist - Create, Deliver & Support.

• Strong working knowledge of an enterprise ITSM platform (Service Now, BMC Helix, or equivalent), particularly the Change module.
• Proficiency in dashboards/reports (Service Now Performance Analytics, Tableau, Power BI, or equivalent) for change KPIs.
• Demonstrated ability to…