IT Infrastructure Compliance & Change Leader

CRG Solutions; Estado de México; On-site; MXN 600,000 - 1,200,000; Full time

Job summary

CRG Solutions is seeking a Compliance Manager to drive IT infrastructure excellence and ensure safe changes, permanent problem fixes, and rigorous service quality. Apply Six Sigma to eliminate incidents and streamline workflows with data-driven decision making.

You will lead CAB, shepherd high-risk changes, and push for process maturity across Change, Problem, and Major Incident Management. Requires leadership, strong stakeholder communication, and hands-on ITSM experience.

Qualifications

• Fluent in English.
• 5+ years in IT Service Management with emphasis on Change, Problem, and Major Incident Management.
• ITIL v4 Foundation certification.
• Data visualization skills with PowerBI, Tableau, or similar tools; able to build dashboards tracking SLA Impact Minutes and Aging Incidents.
• Deep experience configuring workflows in ITSM tools like Freshservice, ServiceNow, or BMC.
• Assertive communication and ability to push back on senior engineers or business leaders when changes risk stability.
• Strong translation skills to explain Root Cause analyses to non-technical stakeholders.
• Bias for Action; able to jump into Major Incident bridge and restore order.

Responsibilities

• Chair the Change Advisory Board (CAB) and lead weekly meetings with authority; facilitate discussions and validate implementation plans.
• Maximize Change Success to ≥97% by enforcing Quality Gates and validation steps before deployment.
• Maintain Emergency Process Rigor to ensure changes are used for critical restoration, not planning gaps.
• Lead Root Cause Analysis (RCA) investigations to reduce Recurring Incidents by ≥30% and implement preventative actions.
• Identify bottlenecks in Service Request and Incident workflows and re-engineer for speed and efficiency.

Skills

Six Sigma principles

Assertive communication

Bias for Action

Translation skills

English fluency

IT Service Management

Education

ITIL v4 Foundation

Tools

PowerBI

Tableau

Freshservice

ServiceNow

BMC

Job description

CRG Solutions is seeking a Compliance Manager to drive IT infrastructure excellence and ensure safe changes, permanent problem fixes, and rigorous service quality. Apply Six Sigma to eliminate incidents and streamline workflows with data-driven decision making.

You will lead CAB, shepherd high-risk changes, and push for process maturity across Change, Problem, and Major Incident Management. Requires leadership, strong stakeholder communication, and hands-on ITSM experience.