Manager - Service Management; Change Management Leader

Manager, Service Management, Enterprise Change Management

Department
:
Enterprise Resilience

Reports To
:
Head of Enterprise Resilience

Locations
: 4-day hybrid schedule in one of the primary organizational hubs:
Johnston, RI;
Pittsburgh, PA;
Phoenix, AZ;
Westwood, MA;
Medford, MA;
Charlotte, NC;
Plano, TX;
Iselin, NJ

The Manager, Service Management, Enterprise Change Management provides leadership and accountability for enterprise wide Change Management across technology and application platforms. This role leads a team of Service Management Specialists, governs and matures Change Management processes, and ensures changes are executed in a controlled, compliant, and efficient manner within a highly regulated financial services environment. The role maintains a strong focus on Change Management leadership and execution rather than ownership of broader operational resilience programs.

• Own and continuously improve the enterprise Change Management process aligned to ITIL principles and organizational objectives
• Define, maintain, and enforce Change Management policies, standards, procedures, and governance models
• Lead and develop a team of Change Management professionals to ensure consistent execution, quality, and compliance
• Drive maturity of Change Management practices to support enterprise scale, regulatory expectations, and transformation initiatives

• Own and enhance the Service Now Change Management module including workflows, approvals, automation, and integrations
• Partner with Service Now platform teams to optimize configuration, reporting, dashboards, and automation
• Ensure Service Now is consistently used as the system of record for all change activity and approvals

• Assess proposed changes for technical risk, business impact, operational readiness, and production stability
• Challenge change submissions to ensure alignment with risk tolerance, regulatory requirements, and service reliability expectations
• Ensure cybersecurity, regulatory, and audit controls are embedded throughout the change lifecycle

• Chair and facilitate recurring Change Advisory Board meetings
• Ensure accurate documentation of decisions, approvals, actions, and follow ups
• Prioritize and sequence changes based on risk, business priority, and operational constraints

• Oversee execution of scheduled changes to ensure implementation plans, backout strategies, and validation steps are defined and followed
• Maintain and communicate enterprise change calendars to increase transparency and minimize conflicts
• Communicate change impacts, risks, and schedules to technology and business stakeholders

• Lead post implementation reviews and root cause analysis for failed or high impact changes
• Analyze metrics, KPIs, and trends to reduce change related incidents and improve outcomes
• Promote a culture of continuous improvement, accountability, and operational excellence

• Ensure Change Management practices meet internal policy, regulatory, and audit requirements for financial institutions
• Prepare documentation, reporting, and evidence for internal and external audits
• Maintain complete and accurate records of approvals, decisions, and controls

• Build strong partnerships with technology teams, business leaders, and risk and audit partners
• Provide training, coaching, and guidance on Change Management processes and Service Now usage
• Act as a trusted advisor on change related risk, governance, and best practices

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

• Five to seven plus years of experience in IT Change Management within a large scale enterprise environment
• Demonstrated experience implementing, governing, and maturing ITIL based processes
• Hands on experience with Service Now ITSM with direct ownership of the Change Management module

• ITIL Foundation required, Intermediate or Expert preferred
• Service Now System Administrator or Implementation Specialist strongly preferred

• Strong proficiency with Service Now Change workflows, approvals, automation, and reporting
• Working knowledge of CMDB, Incident Management, Problem Management, and Release Management

• Strong communication, presentation, and documentation skills
• Proven leadership, influence, and consensus building capabilities
• Advanced analytical, risk assessment, and problem solving skills

• Strategic thinker able to align Change Management to enterprise stability and transformation goals
• Experience with Lean, Six Sigma, or other process improvement methodologies
• Strong relationship building, negotiation, and conflict resolution skills
• Ability to operate…