Hybrid Change Manager – ITIL & ServiceNow Lead

Focus Group (UK); Birmingham; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Holiday Allowance 24 days + bank

Hybrid working options

Enhanced parental leave

Volunteer day

Company benefits

Job summary

Focus Group is hiring a Change Manager in Birmingham to lead Change Enablement for key customers within Proactive Service Operations. You will ensure changes are risk assessed, authorised, scheduled and reviewed, delivering rapid, safe IT service changes.

You’ll chair CABs, coordinate emergency changes, and drive PIRs and standard changes while training engineers on ServiceNow and Change Enablement processes.

Qualifications

• Proven ITIL Change Enablement experience with CABs.
• ITIL 4 Foundation certification.
• Hands-on ServiceNow or similar ITSM tool experience.
• Strong risk and impact assessment skills and clear communication.

Responsibilities

• Act as main change contact for assigned customers, building relationships.
• Manage lifecycle of changes, assess risk, and authorise per process.
• Chair internal and customer CABs and enforce readiness.
• Coordinate Emergency Changes during incidents with balance of speed and control.
• Manage changes in Forward Schedule of Change and protect continuity.
• Lead PIRs for failed changes and drive root-cause actions.
• Create and maintain Standard Changes for repeatable work and identify automation.
• Produce KPI reporting and train engineers on Change Enablement and ServiceNow.

Skills

ITIL Change Enablement

CAB Chairing

Risk Assessment

Stakeholder Communication

Organisation

Education

ITIL 4 Foundation

Tools

ServiceNow

Windows Server

Microsoft 365

Networking

VoIP

Job description

Focus Group is hiring a Change Manager in Birmingham to lead Change Enablement for key customers within Proactive Service Operations. You will ensure changes are risk assessed, authorised, scheduled and reviewed, delivering rapid, safe IT service changes.

You’ll chair CABs, coordinate emergency changes, and drive PIRs and standard changes while training engineers on ServiceNow and Change Enablement processes.