US: Service Desk Change Manager

Unisys; Oregon; Hybrid; USD 95,000 - 160,000; Full time

Job summary

Unisys is seeking an IT Change Manager to oversee the organization’s Change Management process. The role focuses on assessing, approving, scheduling, implementing, and reviewing changes to minimize business impact.

You will coordinate CAB meetings, review change requests, and work with ServiceNow and IT teams to ensure compliant, auditable changes. Strong communication and KPI analysis are essential.

Qualifications

• ITIL knowledge and ITSM principles are required.
• Experience with Change Management processes and CAB governance.
• Ability to assess risk and communicate impact clearly.
• Strong stakeholder management and KPI reporting skills.

Responsibilities

• Manage Standard, Normal, and Emergency Changes.
• Review CRs for completeness, risk, and rollback plans.
• Coordinate CAB meetings and obtain approvals.
• Ensure changes are scheduled to minimize business disruption.
• Monitor implementation and adherence to plans.
• Coordinate with IT teams and service desk.
• Track failed, rejected or emergency changes and drive corrective actions.
• Maintain change records in ITSM system.
• Perform PIRs for high-risk changes.
• Monitor Change Management KPIs and propose improvements.
• Ensure ITIL compliance and audit readiness.

Skills

ITIL knowledge

Stakeholder management

KPI analysis

Communication

Risk assessment

Change management

CAB coordination

IT service management

Tools

ServiceNow

Job description

What success looks like in this role:

• Responsible for managing and coordinating IT changes through the organization's Change Management process, ensuring changes are properly assessed, approved, scheduled, implemented, and reviewed with minimal impact to business operations.

Key Responsibilities

• Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment.
• Review Change Requests (CRs) for completeness, risk, impact, implementation and rollback plans.
• Coordinate Change Advisory Board (CAB) meetings and obtain required approvals.
• Ensure changes are scheduled appropriately to avoid business disruption and conflicts.
• Monitor change implementation and ensure adherence to approved plans.
• Coordinate with Service Desk, Infrastructure, Application, Network, Security and other IT teams.
• Track failed, rejected, unauthorized and emergency changes and drive corrective actions.
• Maintain accurate change records and documentation in ITSM system.
• Perform Post Implementation Reviews (PIR) for failed or high-risk changes.
• Monitor Change Management KPIs such as change success rate, change failure rate, emergency changes and unauthorized changes.
• Identify opportunities to improve the Change Management process and increase automation.
• Ensure compliance with ITIL processes, internal policies and audit requirements.
• Support major incidents where emergency changes are required to restore services quickly.

You will be successful in this role if you have:

• ITIL / IT Service Management knowledge
• ServiceNow Change Management
• Incident, Problem and Change Management processes
• Risk and impact assessment
• CAB coordination
• Stakeholder management
• Reporting and KPI analysis
• Strong communication and coordination skills

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.