The Change Manager is responsible for governing the end-to-end Change Management process to ensure changes are planned, assessed, approved, implemented, and reviewed with minimal business disruption while maximizing change success rates.
Key Responsibilities
Change Governance
Receive, review, and validate all Requests for Change (RFCs).
Ensure completeness of change records, implementation plans, rollback plans, and testing evidence.
Reject inappropriate or non-compliant RFCs.
Validate risk, impact, and priority classifications.
CAB Management
Schedule, facilitate, and chair CAB (Change Advisory Board) and ECAB meetings.
Present and review changes with business and technical stakeholders.
Drive approval decisions and document outcomes.
Publish Forward Schedule of Changes (FSC).
Change Implementation Oversight
Coordinate with application, infrastructure, network, database, and security teams.
Monitor implementation activities and ensure adherence to approved schedules.
Manage change conflicts and dependencies.
Support emergency change execution when required.
Risk & Compliance Management
Conduct risk and impact assessments.
Ensure all approvals and governance requirements are met.
Maintain audit-compliant change documentation.
Ensure CMDB and related records are updated.
Post-Implementation Review (PIR)
Conduct PIR meetings.
Analyse failed and backed out changes.
Identify process improvements and preventive actions.
Track change-related incidents and service disruptions.
Reporting & Continuous Improvement
Prepare weekly and monthly change governance reports.
Monitor KPIs and trends.
Identify prospects to reduce failed and emergency changes.
Continually improve Change Management processes.
Required Skills
ITIL Change Management
ITIL Incident & Problem Management
ServiceNow ITSM
Risk & Impact Assessment
CAB Governance
Stakeholder Man