ITSM Change Manager

Albano Systems, Inc.; Glen Allen (VA); On-site; USD 110,000 - 140,000; Full time

Job summary

Albano Systems, Inc. is seeking an experienced ITSM Change Manager to oversee the Change Management process within a global IT organization.

You will ensure changes are planned, evaluated, and executed in a controlled, auditable manner, in alignment with ITIL standards and regulatory requirements. You will lead CAB meetings, collaborate with IT teams and business units, drive process improvements, document outcomes, and maintain the forward schedule of changes and release calendar.

Qualifications

• Minimum 5 years of experience in IT Change Management or ITSM/Service Management.
• ITIL v3 or ITIL 4 Foundation certification required; advanced ITIL certifications a plus.
• Experience with IT Change Management modules in ServiceNow and standard processes.
• Experience in project-based environments (Scrum, Kanban) with ability to document stories and perform UAT.

Responsibilities

• Oversee end-to-end IT Change Management process; develop, document, and enforce policies for ITIL compliance and audit requirements.
• Review impact, risk, and benefits of proposed changes; align with business objectives.
• Coordinate planning, testing, implementation, and validation of changes with IT teams and business units.
• Proactively engage and build relationships with global technical teams; lead CAB meetings and ensure proper evaluation and approval.
• Maintain comprehensive documentation of change requests, approvals, and implementation plans; manage post-implementation reviews.
• Identify opportunities for process improvements and create backlog stories; ensure timely UAT testing and stakeholder communication.
• Own the forward schedule of change and the release calendar; drive automation for efficiency.

Skills

IT Change Mgmt

ITIL

Stakeholder Mgmt

ServiceNow

UAT & Testing

Education

IT/CS degree

ITIL Certification

Tools

CAB Workbench

Remedy

Job description

NO THIRD PARTY OR CORP-TO-CORP CANDIDATES

We are seeking an experienced and detail-oriented ITSM Change Manager to join an IT Service Management team. The Change Manager will be responsible for overseeing, managing, and improving the IT Change Management process, ensuring that all changes to IT services are planned, evaluated, and executed in a controlled and efficient manner. The ideal candidate will have a strong understanding of ITIL processes, excellent communication skills, and will work collaboratively in a global environment.

Key Responsibilities

• Responsible for overseeing the end-to-end IT Change Management process, including the development, documentation, and enforcement of policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.
• Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.
• Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.
• Proactively engage and build relationships with global technical teams
• Lead Change Advisory Board meetings utilizing CAB Workbench and ensuring that all changes are properly evaluated and approved by relevant stakeholders.
• Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.
• Proactively identify opportunities for process improvements within the Change Management and create improvement stories for the backlog ready for development and complete the UAT testing. Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes. Own the forward schedule of change and the release calendar.
• Facilitate post-implementation review meetings with support teams and change owners to audit failed, emergency and expedited changes.
• Ensure that all changes comply with regulatory requirements and internal controls.

Preferred Qualifications

• Minimum 5 years of experience in IT Change Management or a related IT Service Management role. Experienced in using multiple risk models and demonstrated experience working with scalable change processes and driving adoption.
• ITIL v3 or ITIL 4 Foundation certification is required; advanced ITIL certifications are a plus.
• Experienced working with the IT Change Management Module in ServiceNow and implementing standard processes.
• Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks), with the ability to identify process improvements, document user stories, and perform user acceptance testing (UAT).
• Strong understanding of IT infrastructure, software development, and IT operations
• Ability to assess complex IT changes and their potential impact on business operations.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Experience leading cross-functional teams and managing stakeholders at all levels.
• High level of attention to detail and a commitment to maintaining accurate records.
• Demonstrated examples of driving automation of the process for efficiency.
• Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy).
• Experience in a large enterprise environment or in a regulated industry.
• Preferred degree in information technology, Computer Science, or related field.
• Ability and experience working in a global environment