Infrastructure Change & Problem Management Lead

AmerisourceBergen; Honolulu (HI); On-site; USD 110,000 - 140,000; Full time

Job summary

AmerisourceBergen is seeking an experienced leader to drive Infrastructure Change and Problem Management. You will own end-to-end programs, drive improvements, and collaborate with IT and business teams to optimize change windows and incident responses.

You will document and train IT staff, define KPI metrics, and partner with our ServiceNow team to embed processes in Change and Problem modules, ensuring smooth operations across on-prem, cloud, and applications.

Qualifications

• 3+ years leading change management & problem management in a global IT organization.
• Strong ITIL v4 knowledge and preferably certification.
• Experience developing/improving change and problem management in mixed on-prem, cloud, and app environments.
• Clear, multi-mode communication with diverse stakeholders.
• Ability to define and track KPI metrics for process usage.

Responsibilities

• Own Infrastructure Change Management program and process end-to-end.
• Drive improvements from scratch or by finetuning existing processes.
• Collaborate with IT & business staff to optimize change windows.
• Document, communicate and train IT teams on change processes.
• Define and collect KPI metrics to ensure proper usage.
• Partner with ServiceNow team to ensure processes exist in Change Management module.
• Collaborate with Infrastructure Change Manager to ensure smooth operations.
• Own Infrastructure Problem Management program and process.
• Drive Problem Management improvements from scratch or via refinements.
• Collaborate with IT & business staff to optimize problem processes.
• Document, communicate and train IT teams on problem processes.
• Define and collect KPI metrics for problem management usage.
• Partner with ServiceNow team to ensure problem processes exist in the module.
• Engage with stakeholders on escalations and emergencies for Change & Problem Management.
• Provide improvements with appropriately sized enhancements aligned to client growth.

Skills

ITIL v4

Change management

Problem management

Stakeholder communication

ServiceNow

KPI metrics

Portfolio management

Cloud/on-prem experience

Education

ITIL v4 Certification

Tools

ServiceNow

Job description

AmerisourceBergen is seeking an experienced leader to drive Infrastructure Change and Problem Management. You will own end-to-end programs, drive improvements, and collaborate with IT and business teams to optimize change windows and incident responses.

You will document and train IT staff, define KPI metrics, and partner with our ServiceNow team to embed processes in Change and Problem modules, ensuring smooth operations across on-prem, cloud, and applications.