ITSM Lead Change Management

SOL Gulf is seeking a dynamic and versatile ITSM Lead who will support the effective execution of IT Change Management processes to ensure minimal disruption to services and alignment with organization s objectives. This is an operational role responsible for managing day-to-day change activities, providing guidance to end users, maintaining accurate records in Service Now and supporting continuous improvement of the Change Management process in line with ITIL best practices.

• Coordinate and manage end-to-end Change Management activities in line with approved policies and procedures. Log, classify, validate and track Change Requests (Standard, Normal, Emergency) in Service Now. Ensure completeness and quality of change records, including impact assessment, risk analysis, implementation plans, rollback plans and approvals. Monitor change lifecycle stages and ensure timely progression of approvals and closures. Support the scheduling and coordination of changes to avoid conflicts and minimize service disruption.
  
  Facilitate Change Advisory Board (CAB, ECAB) activities including agenda preparation, minutes, follow-ups, and action tracking.
• Stakeholder & End-User Support. Act as the first point of contact for end users and technical teams for Change Management process guidance. Provide operational support and clarification on Change Management policies, workflows and Service Now usage. Coordinate with application, infrastructure, security and business teams to gather required change information. Ensure effective communication of change schedules, approvals and outcomes to relevant stakeholders.
• Reporting & Governance. Prepare and maintain Change Management operational reports and dashboards (e.g. change volume, success rate, emergency changes, compliance). Track KPIs and compliance metrics related to Change Management. Support in providing accurate documentation, evidence and traceability of changes to stakeholders and management. Escalate risks, non-compliance or process deviations to the Management.
• Process Improvement & Continuous Improvement. Identify operational gaps, recurring issues and improvement opportunities within the Change Management process. Support the ITSM Team in reviewing and enhancing policies, procedures, templates and workflows. Assist in implementing process improvements and Service Now enhancements. Contribute to knowledge base articles, user guides and training materials related to Change Management.

• Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
• 5-8 years experience in Change Management Operations.
• ITIL Foundation certification (required or preferred).
• ITSM / Service Now training or certification is an advantage.
• Hands-on experience working with Service Now Change Management module is preferred.
• Strong understanding of ITIL Change Management concepts and operational workflows.
• Experience in IT operations, service management, or managed services environment.
• Ability to analyze change impact, risk, and dependencies across IT services.
• Proficiency in MS Office tools (Excel, PowerPoint, Word) for reporting and documentation.
• Basic understanding of incidents, problems, and release management processes and their integration with Change Management.
• Familiarity with Microsoft, Google Cloud, Salesforce, or Oracle partner ecosystems.

• Strong organizational and coordination skills with attention to detail.
• Excellent communication skills (written and verbal) with the ability to interact with technical and non-technical stakeholders.
• Customer-focused mindset with a proactive approach to user support.
• Ability to work effectively in a fast-paced, operational environment with multiple concurrent changes.
• Problem-solving and analytical thinking capabilities.
• Ability to follow defined processes while also contributing to continuous improvement.
• Time-management skills with the ability to meet deadlines and manage priorities.
• Team player with the ability to work collaboratively and support the Change Manager.
• Professional attitude with a high level of integrity and accountability.