Change & Service Manager - ITIL CAB Lead, AWS/DevOps

Hard Rock Digital; United States; Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Competitive pay

Flexible vacation

Global brand

Job summary

Hard Rock Digital is seeking an experienced Service Manager to strengthen our Service Operations and guide Change Management for production infrastructure. You will oversee RFC intake, risk assessment, planning, implementation, and post-change review in a fast-moving AWS/Kubernetes environment.

You will collaborate with Release Management, DevOps, SRE, NOC, Compliance, Security, QA and Delivery Management to ensure controlled, compliant changes.

Qualifications

• 3+ years in Change Management, Service Management, Incident/Problem Management, or similar roles.
• Experience in cloud or distributed infrastructure environments, ideally with AWS, Kubernetes, and DevOps practices
• Hands-on experience in ITIL-based or ITIL-aligned organizations
• Experience in highly regulated organizations
• Experience running CAB meetings and coordinating technical teams
• Proficiency with ITSM tools (Jira, ServiceNow, Confluence) and collaboration tools (Slack)
• Practical experience using AI assistants to speed up change documentation and stakeholder communications
• Experience building or using AI Skills/Agents in ITSM tools
• Familiarity with workflow automation tools (Power Automate, Jira Automation)
• Ability to write prompts producing consistent, accurate ITSM outputs

Responsibilities

• Triage, analyze, and classify RFCs for infrastructure production systems.
• Check RFCs for quality: completeness, clarity, testing, and back-out plans.
• Assess change risk using the standard Risk Assessment Matrix.
• Identify when Compliance approval is required (data access, firewall changes, firmware/OS updates).
• Plan changes within Change Windows aligned with Release Calendar and events.
• Prepare and lead the weekly CAB meeting.
• Create and maintain RFC records for audit and continuity.
• Coordinate with DevOps, SRE, QA and NOC for smooth changes.
• Send proactive communications across Slack channels.
• Maintain Maintenance Calendar and Schedule in Confluence.
• Review retrospective changes after major incidents.
• Contribute to Change Performance Reporting and KPIs.

Skills

Communication

Analytical thinking

Problem management

Stakeholder management

Multitasking

Process design

AI governance

Prompt engineering

ITIL awareness

Education

ITIL Foundation certification

Tools

Jira

ServiceNow

Confluence

Slack

AWS

Job description

Hard Rock Digital is seeking an experienced Service Manager to strengthen our Service Operations and guide Change Management for production infrastructure. You will oversee RFC intake, risk assessment, planning, implementation, and post-change review in a fast-moving AWS/Kubernetes environment.

You will collaborate with Release Management, DevOps, SRE, NOC, Compliance, Security, QA and Delivery Management to ensure controlled, compliant changes.