ITSM Process Manager

Position: ITSM Change Process Manager
This is a hybrid position that requires the candidate onsite once a week to twice a month depending on the need The ITSM Change Process Manager is responsible for the governance, oversight, and continual improvement of the enterprise Change Management process, helping ensure changes to the IT environment are introduced in a controlled, coordinated, and secure manner with minimal disruption to business and IT services.

This position serves as the enterprise process owner for Change Management, establishing and maintaining change policies, standards, procedures, controls, and performance measures. The Change Process Manager oversees the end-to-end lifecycle of Standard, Normal, and Emergency Changes, including risk and impact assessment, authorization, scheduling, implementation oversight, post-implementation review, reporting, and closure.

You’ll work closely with service owners, technical teams, Incident, Problem, Configuration, Release Management, and leadership to balance the need for change with operational stability. You’ll also drive improvements through Service Now automation, analytics, governance, training, and adoption of ITIL Change Enablement best practices.