ITSM Change Manager

Job Description: Role: ITSM Change Manager

Location: Mississauga, ON

Hybrid: 3 days a week in office

Position Overview:

We are seeking an experienced and proactive ITSM Change Manager to oversee and govern the IT Change Management process across the organization. This role is responsible for ensuring that all changes to IT infrastructure, applications, and services are assessed, approved, implemented, and reviewed in a controlled manner to minimize business risk and service disruption.

Key Responsibilities:

•          Change Management Governance

o          Own and manage the end-to-end IT Change Management process in alignment with ITIL best practices.

o          Review, assess, and classify change requests based on risk, impact, urgency, and business criticality.

o          Ensure all changes are properly documented, evaluated, tested, approved, implemented, and closed.

o          Maintain compliance with organizational policies, regulatory requirements, and audit standards.

•          Change Advisory Board (CAB) Management

o          Organize, facilitate, and lead Change Advisory Board (CAB) meetings.

o          Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities.

o          Ensure appropriate representation and participation in CAB discussions.

o          Document CAB decisions, actions, approvals, and exceptions.

•          Change Planning and Coordination

o          Coordinate implementation schedules to avoid conflicts and minimize business impact.

o          Work closely with infrastructure, application, security, network, and support teams to ensure successful change execution.

o          Manage the Forward Schedule of Changes (FSC) and communicate planned activities to stakeholders.

o          Monitor high-risk and major changes throughout their lifecycle.

•          Incident Coordination and Management:

o          Lead and drive major incident calls to ensure effective incident resolution.

o          Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly.

o          Ensure that all necessary resources are engaged and focused on resolving incidents.

•          Scribe Duties:

o          Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken.

o          Maintain a detailed and organized incident log throughout the lifecycle of the incident.

o          Provide timely updates to the incident log and ensure it is accessible to relevant parties.

•          Communication Management:

o          Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents.

o          Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units.

o          Manage and update communication templates and protocols to ensure consistency and clarity.

•          Post-Incident Review:

o          Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement.

o          Document lessons learned and recommend process improvements to enhance future incident response.

•          Monitoring and Reporting:

o          Track and report on major incident metrics, trends, and outcomes.

o          Provide regular updates to management on incident status, resolution efforts, and areas of concern.

•          Continuous Improvement:

o          Identify opportunities to improve the major incident management process and implement best practices.

o          Stay updated on industry trends and advancements in incident management methodologies.

Qualifications:

•          Minimum 10 years of experience in Major incident management role.

•          Strong understanding of ITIL processes and best practices for incident management.

•          Excellent communication and interpersonal skills, with the ability to convey complex information clearly.

•          Proven ability to work effectively under pressure and manage multiple priorities.

•          Exceptional attention to detail and organizational skills.

•          Certification in ITIL or other relevant IT service management frameworks is a plus.