Change Manager

Role Summary

The Change Manager oversees and governs the IT change management process supporting infrastructure and network operations. This role coordinates production changes, ensuring requests are complete, technically reviewed, properly approved, and prepared for successful implementation. The position serves as a central point of coordination among technical teams, Information Security, leadership, business stakeholders, and vendors while supporting the weekly Change Advisory Board (CAB). The focus is on operational execution, coordination, process governance, compliance, and risk reduction rather than hands-on engineering.

Responsibilities

• Manage the end-to-end lifecycle of infrastructure and network change requests in ServiceNow.
• Review change requests for completeness, accuracy, implementation plans, testing, rollback procedures, and business impact.
• Return incomplete or deficient requests with clear guidance on required updates.
• Ensure required approvals, including Information Security approvals, are completed before production implementation.
• Plan, prepare, and facilitate weekly CAB meetings, including agendas, meeting materials, and action-item tracking.
• Coordinate with engineers, managers, application owners, security teams, business stakeholders, and vendors to resolve missing information and outstanding approvals.
• Track implementation schedules and proactively identify approval, scheduling, and process risks.
• Maintain the change calendar and identify potential conflicts across infrastructure, security, application, and network teams.
• Escalate aging, incomplete, or at-risk changes and support timely resolution of ServiceNow tickets.
• Support change management metrics, reporting, audit preparation, ITIL compliance, and continuous process improvement.

Qualifications

• At least five years of experience in change management, service management, project management, or infrastructure operations.
• Strong knowledge of ITIL change management processes within an IT infrastructure environment.
• Working knowledge of ServiceNow, including basic proficiency with the Change Management module.
• Technical infrastructure knowledge sufficient to assess network, firewall, and proxy change requests for completeness.
• Experience coordinating activities across technical teams, Information Security, and business stakeholders.
• Excellent written and verbal communication skills, including experience facilitating CAB or similar governance meetings.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, action items, and accountability.
• Strong attention to detail and follow-through.
• ITIL Foundation certification or higher is preferred.
• Experience supporting Network Operations, Data Center, Security, or Infrastructure organizations, including familiarity with routers, switches, firewalls, proxies, load balancers, maintenance windows, and production change processes, is preferred.

Publishing Pay Range: $55.00 - $65.00 hourly

This position offers a hybrid schedule, with time split between the office and remote work.