US: Service Desk Change Manager

Unisys Corporation; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Unisys is seeking a Change Management professional to lead IT changes across the organization, ensuring complete assessment, approvals, scheduling and post-implementation review. You will coordinate CAB meetings, work with cross-functional teams, and track KPIs to minimize business disruption.

Strong communication and risk assessment skills are essential. The role emphasizes adherence to ITIL processes, documentation in ITSM, and supporting urgent changes during major incidents to restore

Qualifications

• ITIL/ITSM knowledge required
• Experience with change management processes in IT environments
• Ability to coordinate CAB and stakeholder communications
• Ability to assess risk and impact of changes and plan mitigations
• Strong reporting and KPI analysis capabilities
• Excellent written and verbal communication and cross-team coordination skills

Responsibilities

• Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment.
• Review Change Requests for completeness, risk, impact, implementation and rollback plans.
• Coordinate Change Advisory Board (CAB) meetings and obtain required approvals.
• Ensure changes are scheduled to minimize business disruption.
• Monitor change implementation and 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 ITSM documentation.
• Perform Post Implementation Reviews for high-risk changes.
• Monitor Change Management KPIs such as change success rate, failure rate, emergencies.
• Identify opportunities to improve Change Management and increase automation.
• Ensure compliance with ITIL processes and audit requirements.
• Support major incidents requiring emergency changes to restore services quickly.

Skills

ITIL knowledge

ServiceNow Change Management

Incident/Problem/Change

Risk assessment

CAB coordination

Stakeholder management

KPI reporting

Communication

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.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.