Change Manager & ITSM consultant

Veltech Consultancy Services; United Arab Emirates; Sur place; AED 300 000 - 540 000; Plein temps

Résumé du poste

Veltech Consultancy Services in the United Arab Emirates seeks a Senior Change Manager & ITSM Consultant with 14+ years of IT experience to own Change Management and drive ITIL-based governance across the enterprise.

You will lead CAB/ECAB, design improvements, oversee CMDB governance, and mentor teams while collaborating with vendors and stakeholders to deliver measurable service excellence.

Qualifications

• 14+ years of IT experience with ITSM and operations.
• Hands-on Change Management leadership with CAB/ECAB governance.
• Strong ITIL 4 knowledge and governance framework experience.
• Experience converting ITIL practices into measurable improvements.

Responsabilités

• Own end-to-end Change Management lifecycle and FSC.
• Lead CAB/ECAB meetings and risk assessments.
• Define workflows, governance controls, and PIRs.
• Drive ITSM process improvements across incidents, problems, and requests.
• Collaborate with vendors and internal teams; report KPI trends.

Connaissances

ITSM

Change Enablement

ITIL governance

Stakeholder management

Process transformation

Governance & reporting

Formation

ITIL 4 Foundation

ISO/IEC 20000

Bachelor's degree in IT or related field

Outils

ServiceNow

ManageEngine ServiceDesk Plus

BMC Helix

Jira Service Management

Description du poste

Job Description Change Manager & ITSM Consultant

Position: Change Manager & ITSM Consultant

Experience: 14+ Years

Seniority: Senior / Lead

Domain: IT Service Management (ITSM) / IT Operations

Employment Type: Full-Time

Role Overview

We are seeking a highly experienced Change Manager & ITSM Consultant with 14+ years of overall IT experience and strong expertise in IT Service Management, Change Enablement, ITIL governance, and enterprise IT operations.

The ideal candidate will take end-to-end ownership of the Change Management practice while leading ITSM process improvements, strengthening operational governance, and driving service delivery excellence.

This is a hands-on leadership and consulting role requiring strong analytical capabilities, stakeholder management, process transformation experience, and the ability to translate ITIL best practices into practical, measurable operational improvements.

Key Responsibilities

1. Change Management & Governance

• Own and manage the end-to-end Change Management lifecycle, including Standard, Normal, and Emergency Changes.
• Lead Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Define and implement change classification, risk assessment, impact analysis, approval workflows, and governance controls.
• Maintain and govern the Forward Schedule of Change (FSC).
• Identify potential change conflicts, dependencies, operational risks, and business impacts.
• Ensure appropriate implementation, testing, validation, communication, and rollback plans are established.
• Conduct Post Implementation Reviews (PIRs) for failed changes, major changes, and significant incidents.
• Monitor change success rates, failed changes, emergency changes, and change-related incidents.
• Drive continuous improvements to minimize business disruption and improve change efficiency.

2. ITSM Process Consulting & Transformation

• Assess existing ITSM processes and identify gaps in governance, operational practices, process maturity, and technology.
• Design and implement practical ITSM improvement roadmaps aligned with business priorities.
• Lead process improvement initiatives across:
• Incident and Major Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Knowledge Management
• Service Level Management
• Configuration Management and CMDB
• Develop and standardize process workflows, policies, Standard Operating Procedures (SOPs), and RACI matrices.
• Establish clear process ownership, accountability, and governance mechanisms.
• Define and monitor SLAs, OLAs, KPIs, and operational performance indicators.
• Lead Continual Service Improvement (CSI) initiatives.
• Identify automation opportunities to reduce manual intervention and improve operational efficiency.

3. ITSM Tools & CMDB Management

• Evaluate and optimize existing ITSM platform configurations and workflows.
• Work with technical teams to improve ticket management, approvals, notifications, escalations, categorization, and reporting.
• Improve ticket quality, data accuracy, process compliance, and service management reporting.
• Strengthen CMDB governance, Configuration Item (CI) ownership, relationships, data quality, and lifecycle management.
• Define operational dashboards, management reports, and service performance analytics.
• Work with enterprise ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, BMC Helix, or Jira Service Management.

4. Stakeholder, Vendor & Service Governance

• Collaborate with senior IT management, business stakeholders, infrastructure, application, cybersecurity, and operations teams.
• Coordinate with Managed Service Providers (MSPs), OEMs, and third-party service providers.
• Establish and facilitate ITSM governance meetings, service review forums, and improvement workshops.
• Ensure accountability for process adherence, service quality, and corrective actions.
• Present operational performance, service risks, trends, and improvement recommendations to senior leadership.
• Mentor operational teams and process owners on ITIL practices and process improvements.
• Act as a subject matter expert for ITSM transformation and service management initiatives.

Required Skills & Experience

• Minimum 14+ years of overall IT experience, with substantial experience in IT Service Management and IT operations.
• Proven hands-on experience managing enterprise Change Management processes.
• Strong experience conducting and governing CAB/ECAB meetings.
• Comprehensive understanding of ITIL 4 practices and ITSM governance frameworks.
• Demonstrated experience assessing, designing, implementing, and improving ITSM processes in complex enterprise environments.
• Expertise in Incident, Major Incident, Problem, Change, Request, Knowledge, Service Level, and Configuration Management.
• Experience defining process workflows, governance models, SOPs, SLAs, KPIs, and RACI matrices.
• Strong understanding of CMDB management, CI relationships, and service dependencies.
• Practical experience using enterprise ITSM platforms.
• Experience coordinating multiple vendors, Managed Service Providers, and internal technical teams.
• Excellent stakeholder engagement, workshop facilitation, analytical, reporting, and executive presentation skills.
• Ability to work independently, lead governance initiatives, and drive measurable operational improvements.

Preferred Qualifications

• ITIL 4 Foundation certification; advanced ITIL certifications are an added advantage.
• ISO/IEC 20000 certification or working knowledge.
• Experience in banking, financial services, government, or other regulated industries.
• Previous experience leading ITSM transformation, process standardization, or service maturity improvement programs.
• Experience with ITSM workflow automation, dashboards, and operational analytics.

Key Performance Indicators (KPIs)

The successful candidate will be responsible for delivering measurable improvements in:

• Change success rate and reduction in failed changes.
• Reduction in emergency and unauthorized changes.
• Reduction in change-related incidents and service disruptions.
• CAB/ECAB effectiveness and change approval efficiency.
• ITSM process ownership and compliance.
• Incident resolution performance and SLA adherence.
• CMDB accuracy and service dependency visibility.
• ITSM platform adoption, data quality, and reporting.
• Reduction in manual processes and operational inefficiencies.
• Overall ITSM process maturity and service delivery quality.

Ideal Candidate Profile

We are looking for a seasoned ITSM professional who combines strong Change Management expertise with a consulting and transformation mindset.

The candidate should be comfortable managing day-to-day enterprise change governance while also identifying systemic issues, influencing cross-functional teams, and driving sustainable process improvements.

The ideal candidate will be a proactive leader capable of establishing robust ITSM governance without introducing unnecessary bureaucracy, ensuring an effective balance between operational control, business agility, and service reliability.