Senior Change Manager, ITSM & Risk Optimization

Optimum; Bethpage (NY); On-site; USD 100,000 - 165,000; Full time

Job summary

Optimum is seeking a Change Management II professional in New York to drive end-to-end execution of the Change Management process for an assigned service area. You will coordinate risk-based prioritization, review records for completeness, and lead CAB/TCAB discussions to ensure changes deliver intended outcomes with minimal customer impact.

You will weigh business risk, customer impact, and operational readiness, identify conflicts, and advise on approvals or deferrals.

Qualifications

• Bachelor's degree in IT, CS, Business Operations, or equivalent work experience.
• 5+ years in IT Service Management, with at least 2 years dedicated to Change Management in a complex production environment.
• Experience facilitating CAB or governance forums; documenting decisions and driving follow-through.

Responsibilities

• Own end-to-end execution of the Change Management process for an assigned service area, from intake through implementation review.
• Review change records for completeness (MoPs, validators, risk scoring, customer impact); coach requesters on quality gaps.
• Facilitate CAB / TCAB discussions for assigned changes; document decisions and drive follow-through to closure.
• Independently weigh business risk, customer impact, and operational readiness for each change in queue.
• Identify and resolve conflicts between overlapping changes; coordinate cross-team alignment for high-impact windows.
• Apply risk-based prioritization to recommend approval, defer, or reject decisions; surface trade-offs explicitly.
• Use data insights from change outcomes to refine MoP templates, validation criteria, and risk-scoring inputs.
• Identify recurring change failure patterns; partner with Problem Management to drive corrective action.
• Maintain process metrics for assigned scope (change success %, change rework %, CAB cycle time).
• Communicate trade-offs clearly to peers, requesters, and stakeholders.
• Write clear technical and process documentation for cross-functional audiences.
• Train requesters and approvers on Change Management process steps, documentation standards, and risk practices.
• Remove blockers for assigned scope; elevate systemic issues.
• Validate AI-suggested actions for correctness before action; tune thresholds with Lead/Manager.

Skills

CAB facilitation

Risk assessment

Data-driven decisions

Technical documentation

Stakeholder communication

Education

Bachelor's degree in IT/CS/Business Operations

Tools

ServiceNow

Tableau/Power BI

Job description

Optimum is seeking a Change Management II professional in New York to drive end-to-end execution of the Change Management process for an assigned service area. You will coordinate risk-based prioritization, review records for completeness, and lead CAB/TCAB discussions to ensure changes deliver intended outcomes with minimal customer impact.

You will weigh business risk, customer impact, and operational readiness, identify conflicts, and advise on approvals or deferrals.