Manager – Enterprise Change Management

What you get to do every day

• Lead the enterprise adoption of ServiceNow ITSM functionalities, including Change Management and Configuration Management.
• Develop and implement change management policies, procedures, and standards.
• Manage the lifecycle of all changes, ensuring proper documentation, impact assessment, approval, and communication.
• Chair the Change Advisory Board (CAB) meetings to review and authorize changes.
• Oversee and manage change and configuration processes to ensure minimal risk and maximum efficiency.
• Develop and maintain the configuration management database (CMDB) with accurate and up-to-date records.
• Define and implement configuration management processes and procedures.
• Conduct regular audits and reviews of configuration items to ensure compliance with standards.
• Work with IT teams to document and reflect configuration changes in the CMDB.
• Identify and manage configuration item relationships and dependencies.
• Continuously review and improve change and configuration management processes.
• Collaborate with IT and business stakeholders to understand their needs for change and configuration management.
• Implement automation tools and techniques to streamline change and configuration management activities.
• Stay current with industry trends and best practices in change and configuration management.
• Provide training and guidance to staff on change and configuration management processes and tools.
• Identify potential risks associated with change and configuration management activities and develop mitigation strategies.
• Ensure compliance with regulatory requirements and industry standards.
• Develop and maintain key performance indicators (KPIs) for change and configuration management.
• Generate regular reports on change and configuration management activities, highlighting trends and areas for improvement.
• Ensure that changes are implemented smoothly, on time, and within budget.

What kind of person should you be?

• Proactive and detail-oriented with a strong focus on accuracy and compliance.
• Excellent problem-solving skills with the ability to identify risks and develop effective mitigation strategies.
• Strong leadership abilities to chair meetings and guide teams through change management processes.
• Effective communicator with the ability to articulate complex information clearly and concisely to various stakeholders.
• Adaptable and open to continuous learning, staying current with industry trends and best practices.
• Team player with strong collaboration skills, working effectively with IT and business stakeholders.
• Analytical thinker with the ability to monitor, measure, and report on performance improvements and ROI.
• Skilled in developing and implementing policies, procedures, and standards for change and configuration management.
• Capable of managing multiple tasks and projects simultaneously, ensuring timely and effective execution.
• Dedicated to high adoption rates and minimal resistance, providing training and support for smooth transitions.

What skills do you need?

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (e.g., ITIL Foundation, DevOps, Six Sigma, Prosci Change Management).
• ServiceNow Certified System Admin or other relevant certifications.
• Certification in DevOps practices (e.g., AWS DevOps Engineer, Certified Kubernetes Administrator).
• 8-10 years of experience in ITSM with a focus on Change Management, Configuration Management, and DevOps integration.
• 3+ years of team management experience.
• Proficient in the ServiceNow platform.
• Expertise in ITIL methodology, ITSM best practices, and DevOps principles.
• Strong analytical and problem-solving skills.
• Excellent project management skills and the ability to lead and manage cross-functional teams.

What can you expect from us?

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Bi-annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching