Manager, Change Management

Information Technology
in Miami Gardens
, FL
Reference: 19-02154


The Manager, Change Management will be responsible for managing the ITSM Change Process in accordance with the Management Model and ITIL best practices. The position will ensure that standardized methods and procedures are used for the proper handling of all Infrastructure, Application, and related changes in order to minimize the impact of changes to the environment. The position will work with multiple partners to ensure the Change Process is followed, and will ensure risk, impact, procedures, tasks, and related information are properly documented, recorded, analyzed, and approved throughout the change process.


  • Responsible for the delivery of effective change management by consistent application of the change management process and the correct integration of tools, platforms, applications and resources
  • Coordinating the Change Management activities across the organization
  • Management of IT Application and Infrastructure change requests, approvals and the scheduled releases into the production environment
  • Maintaining the configuration, efficiency and effectiveness of the change management process tools
  • Deliver customer facing and internal change management activities to ensure ongoing stakeholder and user engagement
  • Schedule and lead weekly meetings for Change Request Review, CAB Review and other change scheduling requirements
  • Manage the timely completion of the Change Request Process
  • Determine if the proper risk and impact assessments have been completed
  • Escalates risks and issues to the appropriate stakeholders
  • Ensure Change requests are properly documented
  • Develop and Maintain effective Change Calendar
  • Provide regular communications to stakeholders
  • Develop and Provide Change Management Metrics and reports
  • Ensure Change Collision Detection and Maintenance periods are evaluated
  • Review and Improve the Change Management Process as needed
  • Participate in the auditing process as required
  • Other duties as assigned

Skills and Abilities:

  • Expertise in change management process
  • Solid understanding of TIL v3 Best Practices
  • Working knowledge of Incident Management and Problem Management
  • Working knowledge of industry-standard project management methodologies, functionality and implementation approaches
  • Strong organizational skills with excellent attention to detail
  • Excellent interpersonal skills including the ability to influence across the organization and externally and the confidence to represent our client, including public speaking as necessary
  • Detailed understanding of the impact of change, the interdependencies and impact on the business
  • Track record of successful change management achieving identified business benefits
  • Fluent in English

Education/Specialized Knowledge and Requirements:

  • Bachelor’s Degree in IT, Business Management or a related discipline
  • Two (2) years relevant experience in change management methodologies and processes
  • Two (2) years relevant experience with ITSM tools (ServiceNow a plus)
  • Project Management, Spreadsheet, Word Processing, PowerPoint, and Presentation software
  • ITIL v3 Foundation Certification
  • Certification in project management (a plus)