IT Change Manager

Metrobank; Metro Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Metrobank is seeking an experienced Change Manager to govern and oversee the Bank's IT change process. You will ensure changes to applications, systems, and infrastructure are planned, tested, documented, and deployed with minimal risk.

You will collaborate with technology, security, operations, and business stakeholders to drive governance, compliance, and continuous improvement of the change framework. This role focuses on delivering reliable technology initiatives for the bank.

Qualifications

• 3 to 8 years of IT Change Management experience.
• Experience in regulated environments such as banking or financial services.
• Strong ITIL-based governance understanding.
• Experience with ITSM platforms like Jira Service Management.

Responsibilities

• Govern IT change management process to minimize risk and disruption.
• Evaluate and classify change requests by risk and impact.
• Coordinate deployment planning and CAB reviews.
• Lead post-implementation reviews and optimization actions.

Skills

Stakeholder management

Change management

Risk assessment

Communication

Tools

Jira Service Management

ManageEngine

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach!

The Change Manager is responsible for governing and overseeing the Bank's IT Change Management process to ensure technology changes are planned, assessed, approved, implemented, and monitored in a controlled, compliant, and risk-based manner. The role ensures that all changes to applications, systems, and infrastructure are properly evaluated, documented, tested, authorized, and deployed while minimizing operational risk and service disruption.

Responsible for maintaining and continuously enhancing change management standards, policies, and controls to support organizational governance, regulatory compliance, and operational stability. Working closely with technology, security, operations, and business stakeholders, the role facilitates effective change planning, deployment coordination, risk assessment, and post-implementation reviews to ensure successful delivery of technology initiatives. The Change Manager also drives continuous improvement of the change control framework through monitoring, analysis, and optimization of change processes, controls, and performance metrics.

Key Responsibilities

Change Assessment & Governance

• Ensure all technology changes are properly logged, classified, tracked, and maintained within the centralized change management system to support transparency, accountability, and audit readiness.
• Evaluate and categorize change requests based on risk, business impact, and complexity, and determine the appropriate approval and governance process.
• Facilitate change review meetings and discussions to enable informed, timely, and risk-based decision-making.
• Approve low-risk changes within delegated authority and escalate applicable changes to the Change Advisory Board (CAB) for review and approval.
• Ensure standard, normal, and emergency changes are managed in accordance with established policies and procedures.

Change Control & Compliance

• Validate production deployment readiness by ensuring all required documentation, testing results, implementation plans, rollback procedures, and approvals are complete and accurate.
• Assess change risks, business impacts, technical dependencies, and potential service disruptions before deployment.
• Ensure all deployment activities comply with established change management policies, standards, and approval workflows.

Deployment Planning & Calendar Management

• Manage and maintain the enterprise deployment and activity calendar to ensure effective scheduling and coordination of technology initiatives.
• Coordinate with project teams, developers, operations, security, and business stakeholders to align deployment schedules and implementation activities.
• Monitor dependencies, scheduling conflicts, and implementation risks, and facilitate timely resolution when issues arise.
• Provide accurate visibility into upcoming deployments, key milestones, and planned activities through regular reporting and communication.

Post-Implementation Review & Change Closure

• Participate in post-implementation reviews to confirm changes have achieved their intended objectives and delivered expected outcomes.
• Evaluate incidents, defects, or operational issues resulting from implemented changes and facilitate appropriate follow-up actions.
• Ensure timely and accurate closure of change records in compliance with governance, control, and audit requirements.
• Support investigations involving deployment-related incidents, service disruptions, and change failures.
• Conduct or facilitate root cause analysis to identify process, control, or execution gaps.
• Recommend corrective and preventive actions to strengthen change management practices and controls.
• Analyze change performance metrics, including success rates, failed changes, rollback occurrences, and post-deployment issues, to identify trends and improvement opportunities.
• Drive enhancements, automation initiatives, and process optimization efforts to improve the effectiveness and efficiency of the change management framework.

Stakeholder Engagement & Release Coordination

• Collaborate with Delivery, Application Support, DevSecOps, Infrastructure, and Deployment teams to ensure smooth and successful implementation of technology changes.
• Provide guidance and advisory support on change management policies, procedures, and best practices.
• Coordinate deployment schedules across teams to minimize conflicts, reduce operational risk, and avoid service disruptions.
• Serve as an escalation point for change-related issues, scheduling conflicts, and deployment concerns.
• Escalate recurring issues, process breakdowns, or control deficiencies to appropriate stakeholders for resolution and remediation.

Qualifications

Experience & Industry Background

• 3 to 8 years of experience in IT Change Management, IT Service Management (ITSM), technology governance, or IT operations.
• Experience working in highly regulated or mission-critical environments such as banking, financial services, healthcare, or similar industries.
• Proven experience managing enterprise-wide, high-impact, or business-critical technology changes.
• Strong understanding of IT Change Management principles and processes within an ITIL-based environment.
• Experience coordinating and governing changes across complex enterprise systems and multi-application environments.
• Strong analytical, risk assessment, and problem-solving skills, with the ability to make sound decisions in a controlled environment.
• Experience using ITSM platforms such as Jira Service Management, ManageEngine, or similar change management tools.
• Excellent communication and stakeholder management skills, with the ability to effectively coordinate across technical and business teams.

Core Competencies

• Strong governance, compliance, and control-oriented mindset.
• High level of risk awareness and attention to detail.
• Ability to balance operational stability, regulatory compliance, and delivery timelines.
• Strong facilitation, negotiation, and conflict-resolution skills.
• Proactive approach to continuous improvement and process optimization.