Change Manager

Change Manager
3 Months initial contract
495 per day (Inside IR35)
Hybrid/London - 1-2 days per week on site

We are seeking an experienced Service Manager / Change Manager to oversee IT Service Management operations while governing the end-to-end Change Management process. The role will be responsible for ensuring service stability, SLA compliance, operational excellence, and effective change governance across application and infrastructure environments.

The ideal candidate will have strong hands-on experience in ITIL processes, stakeholder management, CAB governance, service reporting, major incident management, and continuous service improvement.

Key Responsibilities

Change Management

• Govern the ITIL Change Management process across applications and infrastructure.
• Review and assess Normal, Standard, and Emergency Changes.
• Conduct and chair CAB and eCAB meetings.
• Evaluate change impact, risk, dependencies, implementation plans, and rollback strategies.
• Monitor change success and failure rates and drive continuous process improvements.
• Ensure compliance with change governance, audit, and regulatory requirements.
• Coordinate change schedules to minimize service disruption and business impact.

Operational Governance

• Develop and maintain service governance frameworks and operational controls.
• Produce service dashboards and executive-level reporting.
• Track operational risks, issues, and remediation actions.
• Manage vendor performance and ensure contractual service commitments are met.
• Lead Post Incident Reviews (PIR) and Post Implementation Reviews (PIR).

Stakeholder Management

• Act as the primary interface between business, support teams, infrastructure teams, and external vendors.
• Provide regular updates to senior management on service health and change activities.
• Facilitate cross-functional collaboration to ensure seamless service delivery.

Must-Have Skills & Experience

• Very Strong experience in IT Service Management, Service Delivery, or Service Operations.
• Strong hands-on experience in ITIL processes:
  • Change Management
  • Major Incident Management
  • Service Request Management
  • Service Level Management
• Experience owning and governing the end-to-end Change Management lifecycle.
• Experience conducting and leading CAB/eCAB meetings.
• Strong understanding of change risk assessment, impact analysis, implementation planning, and rollback planning.
• Experience managing SLAs, KPIs, service reporting, and operational governance.
• Experience managing production support for enterprise applications and infrastructure environments.
• Strong stakeholder management skills with the ability to engage business, technology, and operational teams.
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication, governance, and escalation management skills.
• ITIL Foundation Certification.

Preferred Skills & Experience

• Experience in Banking, Financial Services, or other regulated industries.
• ITIL Managing Professional, ITIL Intermediate, or ITIL Expert certification.
• Exposure to Release Management and Deployment Governance.
• Experience driving Continual Service Improvement (CSI) initiatives.
• Experience with tools such as:
  • Jira Service Management
  • BMC Remedy
  • Confluence
• Project Management certifications such as PMP or PRINCE2.
• Experience preparing executive-level service reviews and operational dashboards.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.